Technical support refers to services which entities offer to clients of certain technologies or products. In layman’s terms, technical support offers assistance with regards to certain technical issues with a particular product or service, instead of offering complete customization, application, or training of the said product, or any other support services as well. It also aims to resolve technical issues and properly guide users about their specific needs in using a particular technology product. In a business sense, it is an effective tool in assuring your customers that they will receive the best possible support and service. This in turn will increase the efficiency and productivity of your company, especially if you have many customers visiting your website.
There are three levels of IT support you can use.
For small organizations and businesses, the first tier is what is known as the “light” support where the technical personnel of your organization are able to handle almost everything online. The IT technical support team will be able to resolve basic questions on website set ups, troubleshooting applications and even troubleshooting hardware problems. They may be able to perform troubleshooting for hardware devices, software, network, security, data, and configuration issues.
For larger corporations, the “intermediate” support level has a number of advantages over the “light” support level. For one, it is much more comprehensive. On the other hand, the IT specialist may not have the in-depth knowledge on hardware issues such as those mentioned above. On the other hand, he may be able to resolve more advanced technical issues such as virus and malware threats, system crashes, data loss and system file corruption.
The third level of IT technical support is the “full” support level which is usually provided by IT support companies to large corporations. This level includes all the resources of the company, ranging from hardware, operating systems, networks and servers. For instance, the computer network has the capacity to support high bandwidth connections for the users. It also enables the company to provide fast access to the Internet for browsing and downloads purposes.
For smaller organizations, the “unified” support specialist level is considered
as the most appropriate for them. With this, small and medium-sized businesses can enjoy the same benefits that large corporations get. The primary advantage of this is that the small and medium sized businesses are able to obtain hardware, software and other information technology equipment on a much lower cost. This will help in the growth of the market and will provide more revenue for the company. Moreover, with this level of support, information technology specialists can provide answers for general questions about hardware and software installation and also troubleshooting situations involving hardware.
One can determine the specialist level that best suits their needs by considering certain factors such as experience in this area, in-depth knowledge of IT hardware and software, and customer service skills. For instance, if a company requires support for its network hardware, then it can use an IT professional with at least five years of experience. Moreover, the person must have expertise in troubleshooting problems concerning hardware including routers, switches, hubs and computers.
- The two further levels that make up a specialized support line are tier one and tier two.
- In tier one, the support offered is of a generic nature.
- This is the most common case wherein IT professionals handle issues that any user might come across.
However, in tier two, the IT specialist works with specific customers and their unique requirements.
On-demand service providers have also come up in the market. These service providers have the ability to offer technical support services in an instant. Such services are of a very basic nature and they involve answering basic questions related to hardware and software setup. Furthermore, these support services are very cost-effective.