Technical Support: Future Potential, Annual Income, & Necessary Skills

It solves the worries of people who want to know what kind of work technical support is, the skills required and the future of the work. Technical support is the role of a consultation desk that specializes in technical content, and is the job of solving customer issues. This time, I will explain the future of technical support, annual income, necessary skills, etc. We will also see what an IT Helpdesk is and how it is a good field for you.

Definition of technical support

Technical support is the role of a consultation desk specializing in technical content . It specializes in solving technical problems such as how to operate hardware and software and troubles, and is often provided as a contact point for companies that handle hardware such as personal computers, smartphones, and embedded devices, and software sales companies. is.

If it is a technical question about the product handled by the company, we also respond to questions and answers from the general public, not the company, and the role is close to that of a call center . In addition to telephone inquiries and e-mail inquiries, chat support is increasing recently.

Responding to Technical Inquiries

If you are using an IT product and “I don’t know how to use it” or “I can’t use the function well even if I work according to the manual”, I will respond as an inquiry window. Ask the customer to send you an error log, check the error log, and use diagnostic software to identify the cause . If the cause cannot be identified, we may have a technical interaction with the in- house SE or technical staff .

Technical Support or Help Desk

The help desk has a wider range of support and is closer to the call center . For example, in response to an inquiry that “software has frozen”, you will be instructed to restart or log out and then log in again, initial response such as clearing the cache, and the main countermeasures written in Q & A. It is the role of the help desk to convey.

If you cannot solve the problem or if there are many similar inquiries, technical support is the place to escalate . Technical support will identify the cause by checking error logs and diagnostic software. If it cannot be identified, we will investigate the cause at a higher level with the in-house SE.

Skills & Demands for Technical Support

It is more specialized than the help desk work, and requires knowledge of the company’s products in general + IT literacy. Many IT solutions run on a combination of OS, applications, and hardware, so technical knowledge about them is also required. Some jobs require knowledge of operating systems such as Windows and Linux, and server networks.

In addition, at the help desk stage, basic measures such as restarting are taken, and problems that cannot be resolved are the main problems. Therefore, it is necessary to have the ability to master log analysis and diagnostic software, and the ability to think logically to identify the location of a defect. If technical support cannot handle it, it is necessary to cooperate with the in-house SE, and at that time, literacy as “basic knowledge” to accurately convey the details of the error from the technical side is also required.