IT support or computer technical support is responsible for solving the technical problems of a company and supporting customers through different channels and usually work at levels. Let’s take a closer look at this job, its functions and the different levels of support.
What is IT support?
IT support is provided by computer technicians and the help desk . These offer help and support to customers in the IT industry. IT support attends to hardware or software problems and makes use of different tools such as ticket systems, online chat or call centers.
On the one hand, an IT support technician has the function of offering technical support to customers. They guide customers and teach them how to use or solve a computer problem.
Likewise, they also help solve specific problems related to the IT products and services offered by the company they work for. These products may include computers, smartphones, software or various other technologies.
In addition, being able to diagnose and solve technical problems by phone, email or online support chat. An IT support technician has to be prepared to receive customer complaints/queries. Therefore, to best assist the customer, they must be extremely knowledgeable and proficient with the products for which they provide technical support.
Computer support functions
IT support often helps customers with setup, maintenance, and troubleshooting. And they can provide both in-person technical support and assist customers remotely, typically by phone, chat, or email.
Certain IT support technicians, such as Hummingbird Network smart hands technicians may offer exclusive support services for certain technology products, such as software or hardware, or help users with a wide range of IT problems. Some possible technical problems could be: the entry of a computer virus, loss of data, faulty software programs and hardware or datacenter issues, which they will be on hand with remotely or in person in order to resolve issues.
Functions of a computer support team
- Respond to customer support inquiries
- Software management and support tools
- Delegate queries to the appropriate support channel
- Diagnosis and resolution of customer problems
- Keep up to date with the company’s products and services
What levels of technical support are there?
IT support is usually made up of different levels that help companies provide better support to their customers.
The most common is that there are 3 levels of IT support , which work as a team to offer specialized solutions to IT problems. However, the exact number of levels within technical support depends on each company and its products or services.
We have covered each level in depth in different articles. But in general , technical support levels 1, 2 and 3 have the following characteristics:
1. Level 1 Support (L1/T1)
Level 1 computer technician also called front- line support , front-end support, or help desk support . It is the initial support level when technical problems arise and they are in charge of resolving basic customer incidents.
When they receive a basic incidence, the specialists of the first level of support are in charge of gathering all the information and determining the root of the technical problem. Level one technicians are responsible for resolving between 70% and 80% of problems before delegating the incident to a higher level.
On the other hand, the level of knowledge that a first level support technician is basic and includes: formatting computers, installing software programs, resetting passwords, navigation help, etc.
They are usually able to provide an answer from a guide to frequently asked questions (FAQs).
Since the level of support and knowledge is quite generic, it can be found in every industry and field there is, and is not necessarily limited to IT.
2. Level Support (L2/T2)
The Level 2 or Support Line 2 Help Desk Technician provides support in specialized areas of IT. Normally, this level has at least one year of experience in level 1 and this is generally composed of professionals specialized in software, communication networks and databases, among others. They are responsible for tasks such as the resolution and diagnosis of more complex problems that could not be solved at level 1.
Likewise, they work on the development of plans and technical solutions for internal IT needs.
When they are not able to solve the problems listed by level 1 support, they will be in charge of sending the ticket, with the information of what they have tried and what has not solved the problem at level 3 support.
3. Level Support (L3/T3)
IT technician level 3 also called back-end support or high-level support . It is the level in charge of solving problems whose solution requires the meticulous and specialized work of a technical team. The tier includes vendors, hardware and software manufacturers, as well as outside professionals.
These specialists have functions similar to second-level technicians. Since they are also in charge of tasks such as troubleshooting and diagnosing problems, and providing support to lower levels.
As well as the L2 support, the third level support also works actively in the development of new and advanced IT solutions.
Skills of an IT support technician
IT help desk technicians generally must possess excellent problem-solving and communication skills . A large part of the workday consists of dealing with IT problems and operations with clients who are less technologically savvy than they are. Therefore, it is essential to have good communication skills , so that they can be able to explain complex technical issues in simple terms.
On the other hand, when providing telephone support, they must be able to understand the incidence of computer problems in order to solve them correctly. They should also remain calm and patient when dealing with panicked or angry users. Therefore, it is important to have good interpersonal skills.
Computer Support Salaries
Computer technicians earn according to the level of support they perform. Being the level one professionals the ones who earn the least and the level three professionals the ones who earn the most.
| Level 1 support | $30,000 – $50,000 |
| Level 2 support | $45,000 – $80,000 |
| Level 3 support | $90,00 – $115,000 |