Support

Support

In information technology, support refers to functionality that is provided between or among products, programs, devices, modes, or accessories

Support can also mean the personal assistance vendors provide to technicians and end users concerning hardware, operating systems, and programs. The term is frequently associated with the telephone help lines provided by most vendors. In this sense, the quality of support can be graded in degrees, ranging from atrocious to outstanding. The best customer or technical support consists of real-time conversations between end users and knowledgeable representatives for the vendor, and the availability of such representatives without long hold times.

IT technical support officers monitor and maintain the computer systems and networks of an organisation. You could be installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems, either over the phone or in person.

Depending on the size of the organisation, working as a technical support officer, your role may span one or more areas of expertise.

Organisations increasingly rely on computer systems in all areas of their operations and decision-making processes. It's therefore crucial to ensure the correct running and maintenance of the IT systems.

Server and Network Support

Our engineers will support and maintain your servers and network infrastructure. Our team will monitor these devices in real time. We pride ourselves on our quick response time and proactively staying ahead of any issues so you can focus on your day to day operations.

Responsibilities

IT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but you'll generally need to:

  • install and configure computer hardware operating systems and applications
  • monitor and maintain computer systems and networks
  • talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
  • troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • replace parts as required
  • provide support, including procedural documentation and relevant reports
  • follow diagrams and written instructions to repair a fault or set up a system
  • support the roll-out of new applications
  • set up new users' accounts and profiles and deal with password issues
  • respond within agreed time limits to call-outs
  • work continuously on a task until completion (or referral to third parties, if appropriate)
  • prioritise and manage many open cases at one time
  • rapidly establish a good working relationship with customers and other professionals, such as software developers
  • test and evaluate new technology
  • conduct electrical safety checks on computer equipment.