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There are many kinds of technical support, but essentially, you’ll be providing technical assistance and training to customers over a wide range of technical issues and disciplines.
In providing assistance to users of technology products such as mobile phones, televisions, computers, software products etc., you’ll need to be a good communicator and know your product inside out.
You could be providing support and technical advice on the implementation of a new computer system or you may be advising a public body that’s adopted a new phone system for its staff. |
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IT Technical Support Jobs
Is it for you?
In general, technical support services attempt to help the user solve specific problems with a product so you’re not actually training people so much as facilitating them. Plenty of companies offer technical support for the products they sell – especially in the field of computer systems and communications.
Sometimes this is done in person or you could be advising people over the phone. It calls for patience and an ability to work with people – some of whom may be busy or under pressure, so you need to be clear and efficient in what you say. You need to retrain and relearn new technologies and be aware of changes and upgrades to the products you are providing support for.
Qualifications and Skills
The increase in technology means there is an on-going demand for technical support. You could be employed in-house (for the manufacturer of the product itself) or for a Managed Service Provider. There are tiers of proficiency and as you progressm and according to demand for your levels of supportm so you can become more specialised and proficient.
Naturally, you can provide technical support in a range of disciplines including IT, computers, communications and engineering. In each case, relevant qualification and aptitude your chosen field of support will be necessary. For example; in engineering you could gain an NVQ in Engineering Technical Support dealing with areas such as safety, engineering data and documentation, and efficient work practices. You may gain a foundation degree in IT and Technical Support which can act as a platform to further specific IT qualifications.
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Opportunities and salaries
Supporting the use of technology for the consumer at large or within specific industries is an essential part of the modern world. There is a strong and growing demand for experienced people who can do this well, as the better the support you are able to provide, the less cost and time it incurs for the provider of the support.
Taking IT Support as a guide, starting salaries can be from 17k to £19k. The average salaries level for the industry is around £35k and this can range, depending on sector and nature of your work, to upwards of £70k.
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