IT support refers to specialized services that organizations offer to end users of particular technology-based products or services. In simple terms, IT support provides support regarding particular technical issues with a particular product or service, instead of providing comprehensive training, provision, customization or support of the product itself. The term ‘IT support’ could also be used in conjunction with the term ‘computer support’. The two services are very much dependent on each other and their specific nature depends entirely on the kind of product or service involved. There are instances when both IT support and computer support may be offered by the same organization.
A computer system is typically considered IT support specialist if it is sold or leased. The support specialist for such computer systems is the retailer or owner of the said systems. The owner may have hired IT support specialists to install and maintain the computer systems on his/her behalf, but the owner is still required to pay for the support services. Otherwise, the warranty on the said computer systems will void its operation. A typical IT support specialist, therefore, should work as part of the sales staff of the retailer or developer. He/She is tasked to provide technical assistance to the customer, which may include installation, troubleshooting, upgrading, and so on.
Outsourcing IT support services is growing in popularity and is now becoming the norm in providing technical assistance to clients. For instance, in some cases companies like Microsoft Corporation (MS) have outsourced IT support services to third parties, such as application service providers (ASPs) who specialize in offering software and other server applications. Application service providers can provide a range of IT support services, such as data analytics, configuration management, optimization, deployment, database support, testing, and integration. An ASP could also provide application programming services, which includes the implementation of computer programs. In essence, an ASP is specialized in providing computer solutions that focus on business applications, including web-based services, database solutions, enterprise mobility solutions, and more.
What Are The Two Methods of Delivering IT Support
Now let’s discuss how and where technicians providing technical support services are deployed. In some cases, a technician works at a client’s location. In other cases, he works remotely. In either case, the technician has the option to deliver his services through a personal computer or by using certain IT related equipment, such as routers, network servers, and so on. It’s important, though, that the technician be trained and certified according to the specific technical solutions that he’s offering to the client.
As previously mentioned, there are two main methods in which technicians provide IT support services: Onsite and Cloud services. Both of these methods have their own set of benefits and drawbacks. The major benefit of Onsite tech support services is that they take up less space and resources, since the client won’t need to rent a server room and hire a computer technician. Onsite tech support services also offer immediate answers to questions that might arise. On the other hand, cloud services are instantaneous and require that the client deploys its own computer infrastructure. The biggest drawback of deploying your own infrastructure is that you may not have access to your client’s computers at night or during emergency situations, which means that the support you’ll be offering them will be limited.
When you’re choosing an IT specialist or a company to provide your IT support services, always look for professionals who’ve undergone thorough training and certifications. According to the Cybersecurity Modernization Protection Act (CMP Act), “The chief objectives of preventing, mitigating, correcting, and preventing malicious or harmful cyber attacks on critical computer systems of federal agencies and the critical nature of those systems include preparing the networks of government agencies for future operations and providing timely and adequate assistance to the affected agency in recovering from cyber attacks.” By hiring professionals who’ve undergone a proper CMP examination, you can make sure that your technicians are well-trained and able to provide the right kind of assistance to your customers.
Certifications For Qualifying IT Technicians and IT Specialists
IT support specialists should also be certified as either a Tiers I, II, III, IV, or V professional. Many companies may have different levels of IT support, with some specializing in software support while others provide different types of direct support. By knowing what each type of IT support offers, you can make a more informed decision when interviewing IT support technicians.
IT technical support groups can offer great benefits to your business, but only if you make the right choices when hiring your technicians. Never choose to work with an IT technical support group without first having them undergo a proper CMP examination. This way, you can make sure that the technicians you’ve chosen to have the right skill sets to handle your most important IT needs. Plus, if your technicians need additional training or certifications, they can always be re-certified to stay on top of the latest standards. Once you’ve decided to hire an IT technical support group, make sure that you choose one that has many years of experience, highly skilled technicians, and is a trusted brand that you know you can count on.