IT support refers to specific services that organizations offer to customers of certain technology-related products or services. In general, IT support provides assistance regarding specific issues with a specific product or service, instead of providing training, provision, or modification of the said product, or any other technical support services. For instance, an IT support company may provide their clients with the proper training on using new software so that they are better able to use them. Alternatively, organizations may provide training services for IT support companies on the latest security measures that should be taken to minimize the risk of having system-wide down time due to security flaws.
IT support, however, also encompasses support that can be provided
by individuals, which are at a lower level than managers and supervisors. Common IT support roles include IT support technician (level 1), IT support manager or IT manager, and computer support specialists (level 2). Among these roles, technicians are considered the lowest level of IT support and are usually employed by smaller IT support corporations. Their role is to carry out basic troubleshooting and maintenance functions for new computer systems as well as upgrading or repairing older ones.
On the other hand, IT support manager or supervisor has more detailed tasks, requiring higher levels of technical competency. This position requires higher managed IT services skills as well as professional experience in troubleshooting consumer concerns and corporate IT issues. Managers have more detailed reporting tasks, such as providing IT support services for an entire department or a specific geographic region. They can also make recommendations for improving office productivity and for scheduling IT support hours.
On top of these responsibilities, there are more complex roles that comprise the IT support hierarchy. Among these is the position of IT support specialist (level 3), which can be subdivided into two groups: one that is assigned to troubleshoot individual computers and the other to perform tasks like monitoring server status and creating security patches. In addition, a number of IT support specialists (level 2) have more complex IT support functions, which involve the use of routers, and access servers, among other things. The most important role in this position is to Troubleshoot networks and resolve technical problems.
IT tech support is the last position on the IT support hierarchy.
The most important task of this level involves providing direct support to PC users and resolving PC related issues. To perform this job, the IT professional must be skilled in using at least Microsoft Windows as well as antivirus software.
There are many benefits to hiring professionals who are experts in these different IT support roles. One is that the cost of hiring them is minimal. Some companies who have experienced IT support staff can provide competitive prices for their services. In addition, they are in a better position to provide solutions to PC problems that need immediate attention. Furthermore, IT professionals working in an in-house capacity may be more familiar with the company’s systems and hardware than a freelancer who has no access to the inner workings of any organization. Lastly, IT professionals in-house are also likely to be assigned by the company to provide IT support to its employees, which can save time when urgent PC repair issues arise.
- While companies may prefer to hire an in-house IT support technician to resolve PC problems,
- They may prefer to contract an outside firm for other IT support functions.
- Outsourcing certain IT support functions, such as the provision of hardware or managing the network of a company, can be very beneficial.
In some cases, companies decide to outsource their technical support functions to third parties who specialize in those particular functions. For instance, companies may outsource their VOIP (Voice Over Internet Protocol) troubleshooting tasks to firms that specialize in that field. In other cases, companies decide to contract the IT support function to an internal IT professional who is trained and skilled in those specific computer functions. However, when a company decides to hire an internal person to perform PC troubleshooting tasks, he or she should be competent enough to handle the job.
Outsourcing IT support to an external managed service provider can be very advantageous to businesses because of the lower costs involved. With this service, businesses can focus their attention on developing their computer systems, as opposed to spending time performing PC troubleshooting. In addition, an outsourced IT support team can provide its customers with more efficient technical support service. Finally, it may be a better idea to outsource PC support to an internal managed service provider than to have the technician visit to the customer’s office every few hours.