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Characteristics of an Effective Support Tech

Support techs may have a lot of responsibilities, like installing, testing, and maintaining PC and network hardware and software systems. The qualities necessary to excel in this position, however, go way beyond the capability to perform specific tasks.

The following are the requirements for being an effective support tech:

Discipline
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Being disciplined affects various areas of the support tech’s job, like setting and following a schedule, meeting deadlines, providing timely solutions to users’ problems, and even staying calm when provoked by an irate client. Needless to say, disciplined support techs are more trustworthy and likely to prosper as IT professionals.
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Prioritizing

Effective prioritizing can only happen when the support tech has adequate detailed knowledge of all employees’ roles in the organization, as we as of the nature of the business and its priorities. Support techs must do everything they can to know the business and effectively prioritize their tasks and commitments.

Dedication to Problem Resolution

The tech has to be committed to resolving the problem, which is only possible when the user is contented with the results and the resolution adheres to company policy. He must also be willing as well as capable of following all the steps needed, even in a crisis situation, tightening loose ends when needed.

Good Communication Skills

In various organizations, the support tech is the one making direct daily contact with clients. The tech should therefore be a good listener and able to speak to users using a language they can comprehend.

Flexibility

Change is part of this whole world called information technology, and those who want to continue being productive must pursue all available opportunities to grow their knowledge, whether through formal schooling or simply by asking questions from their bosses or colleagues.

Logical and Creative Thinking

Techs need to apply a consistent, logical technique when trying to resolving computer problems. Even when confronted with a new situation, the tech should be able to fix the problem, or at least isolate the conflict. In support of logical thinking, the tech should also be able to make creative reasoning leaps if logic alone does not work.

Technology Inclination

If a tech is not genuinely interested in technology and merely regards his work as routine, it is unlikely he will stay up to date with the current developments or have passion for the job. With a tech who loves technology, users are particularly benefitted during a rollout, where they are forced to learn a new product so they can keep doing their jobs. This is the kind of tech who can actually encourage and reassure users, paving the way for a more positive relationship between company and client.

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