Last updated on September 10, 2013
Having worked in IT Support for nearly a decade professionally, I’ve given a lot of thought to what it takes to be a great technician. I don’t mean to tell you what software you need and what tools you should use. There are plenty of tools out there and they are as varied as the technicians who use them.
What I mean to bring to the table is my experience in the field and the easily overlooked skills. Did you know it helps to have some basic acting skills to be a great technician? How about understanding a bit of psychology?
How about empathy? Did you ever think that you could be seeing someone on the worst day of their life? Or their best? Working in IT Support is not all about fixing computers.
Working in IT Support is Customer Service. First and foremost, I am here to serve my customer and fix their problems. But I am not only a fixer of computers and translator of technological terms. I am an ally in their battle against computers, smartphones and technology.
I am their Sherpa guide through a strange new digital world. It is my job to make them feel not only comfortable, but excited about their tools. It is my job to be their friend, their ally, and sometimes their whipping boy.
I’ve come up with ten skills that lead to being a better tech. These are skills I’ve adopted that make me a better technician and able to provide excellent customer service.
I don’t just want a satisfied customer, I want to delight my customer. And I want to help you do the same.