Understanding the Basics of IT Support
IT support refers to services which entities offer to clients of certain technologies products or online services. In simple terms, IT support provides assistance to customers in relation to particular issues with a computer product, instead of providing specialized training, modification or provision of the same product, or any other support services in relation to computer products. To make it more clear, IT support can be defined as anything related to computer support, including e-mail support, computer maintenance and repair, configuration management, security measures and so on. The term IT support therefore covers a vast array of services in varying sectors and is widely utilized in business circles. Hence, understanding the IT support services provided by specific organizations can help to understand the manner in which they operate.
For e.g., an IT support staff may specialize in hardware support, i.e., helping owners of computer equipment to troubleshoot hardware issues. A typical hardware specialist will be well versed with the hardware manufacturer’s specifications and the corresponding product line. It would be easy to mistake an IT specialist for a computer operator or support engineer. The major difference between the two is that a hardware specialist will work with the hardware of a particular company’s brand, whereas a computer operator works only with computer equipment of a particular company’s brand name.
Computer support personnel are also called computer maintenance technicians. These people use ITIL techniques to resolve computer problems. It should be noted that ITIL is not just a set of automated software programs but a set of skills and tactics which are taught during training sessions. To be an ITIL certified person, one needs to pass two sets of exams: the ITIL Foundation Certification and the National Computer Exam. In addition, it is required that candidates must have a working knowledge of at least one domain, which could be both domain-related and system-related. This includes information systems, networks, desktop systems and servers.
An IT support technician resume should include the basic details of one’s professional experience. It should include details of all the IT services that you performed, such as repair, installation, configuration, upgrading, and data recovery. It should also include details of all the computer-related tasks that you were responsible for, such as planning and scheduling of technical staff, creation and modification of network scripts, configuration management of the network, and installing upgrades and patches. If there are any other skills like troubleshooting, configuration management, and networking, they should also be listed in your resume. If you are new to IT support, it would be prudent to have a few references from previous employers.
Computer systems support technicians can specialize in one of several fields. There are systems support technicians who can help clients troubleshoot network systems. Systems support technicians can also help upgrade computer systems. Systems support technicians who work on network installation and maintenance also have the skills to Troubleshoot uncooperative network users. Network technicians are more likely to have IT support jobs as they perform maintenance on client networks.
In addition to the broad skills necessary to perform IT support, an individual who is seeking an IT job should have a detailed knowledge of one or more computer hardware platforms. For instance, someone who is seeking to work as an information technology (IT) consultants must possess skills such as the knowledge of a particular operating system (OS), software packages used by that OS, a background in computer programming languages, and knowledge of networking hardware. A computer hardware specialist (a specialist who repairs or works on hardware) may also have skills such as knowledge of diagnostic devices, training in network administration, or knowledge of specific peripheral hardware. Computer technicians who work on network architecture also need to possess an understanding of networking technologies.
Computer technician responsibilities can vary according to an employer’s needs. An information technology support worker might be expected to work on a computer-related project, help install new hardware or assist in the design of new equipment. A computer technician might also be required to provide assistance to a customer who is using an older system and needs advice on how to upgrade to a newer version. Some employers also require technicians to resolve network or hardware problems that customers bring into their offices. If you are seeking an IT job, these computer technician responsibilities should be highlighted on your resume.
The skills listed above are just a few of the IT support technician responsibilities that are listed in a typical resume. Your resume should list all of these IT support technician responsibilities at the top of your document. To make a strong IT support application, you should create a skill list for yourself that highlights all of these IT support skills. Then, you should summarize your skill list and highlight them under appropriate headings on your IT support resume.