Technical support: 9 areas you need to know

In the midst of the technological and digital era, professionals with technical support knowledge and skills are among the most in demand in the workplace.

All companies, large or small, public or private, regardless of their activities, require equipment maintenance services, information processing in the digital environment, development of systems that simplify their processes, among others.

But what exactly is technical support?

Technical support is one of the areas of computer science that provides assistance and solutions to users or companies regarding software, hardware and cyber security.

Yes, as indicated by the Computer Technology Industry Association (CompTIA), the non-profit organization dedicated to certifying the knowledge and skills of professionals in this area, technical support goes far beyond computer repair.

A Career with Projection

Why are experts in this area so in demand? Simple! Technology is everywhere: health, transportation, telecommunications, finance and even in our homes.

In addition, the term ‘Internet of Things’ (IoT) is now very relevant, because more and more devices -we are not only talking about computers and cell phones anymore- are connected to the net, so experts are required to provide support in this sense.

But this is not all, in the business environment it is estimated that organizations invest around 40% of their capital in technical support services (in any of its types) and what is better: in this 2020 the world investment in IT services was calculated in US$733.9 billion.

So, if you are attracted to the world of software, hardware and cyber security, and you want to study a career with excellent job and economic expectations, technical support is undoubtedly an excellent option for you.

Experts in this area not only have the opportunity to opt for jobs within the IT and security areas of organizations, but can also aspire to work independently by providing support services to small, medium and large companies.

But to succeed in this career, whether as an employee or a freelancer, you must ensure that you acquire the necessary knowledge and skills, obtain credible certifications and be in constant learning as technology evolves constantly.

Knowledge and skills needed for technical support:

Technicians in this area must have the ability to install software systems, design and execute hardware maintenance plans, analyze computer systems, operate databases, implement and maintain networks, among others.

According to CompTIA, technical support experts must have knowledge and skills in 9 areas:

1. Hardware: Identify hardware components and devices, as well as understand their uses and connections.
2. Windows Operating Systems: Knowing the processes for installing and supporting Windows Os, including command lines and user assistance.
3. Software Troubleshooting: Know how to troubleshoot computers and mobile devices, including application security support.
4. Networking: Know the different types of networks and LAN and WAN connections.
5. Hardware and Networking: Knowledge of device and network troubleshooting.
6. Security: Protect systems and equipment against security vulnerabilities.
7. Mobile devices: Knowledge and ability to install and configure mobile devices.
8. Other operating systems and technologies: Knowledge and understanding of Mac OS, Linux and iOs and Android operating systems.
9. Operational processes: Follow best practices in security, environmental impacts, communication and professionalism.

It is important to make the necessary recommendations for each user and thus avoid possible setbacks later, if each of our customers uses and exploits in its own way any electronic device such as computer, tablet, phone, etc.

To perform their tasks, it is likely that the problems are reduced, it is important to have identified which are the tasks performed by our users in order to know how to help them, if a computer is not functional to perform their tasks is important to suggest changes or updates.

In other words, there are users who are looking for a netbook computer because of its compact size but the tasks they perform require more processing and storage. The recommendation would be, to know the needs of the users to adjust them to what they really need.