IT support is basically a company function of all IT departments, which ensures the smooth running of the computer systems of the organization. This can either be done manually by an internal IT Department or some third-party managed support service provider. An IT support service is also known as application service, network services or desktop services. A typical IT Support includes installation, optimization and maintenance of the computer systems. It also involves troubleshooting, updates and patches for the systems. Most organizations today have IT support team consisting of people who are trained and specialized in various IT support activities.
There are many companies which provide IT technical support services and they are Microsoft Certified Systems Engineers (MCEs), Computer Hardware Security Consultants (CHS), Network Operators, Information Technology Service Consultant (ISCS), and Information Technology Managers (ITMS). In most cases technicians support only Microsoft products like Windows, Office, Outlook etc. but other products like Linux, SunOS and Unix-like operating systems can also be supported by specialized technicians. The scope of IT technical support services may extend beyond these products. Many companies provide online tech support to help customers solve minor IT problems.
Many organizations have their own IT department to handle the issues that may arise in the company and there is a separate department for handling security issues and a separate department for remote support. Computer tech support team at an organization can be broken down into levels as follows: Level I is the first level of technical support and is usually for basic computer issues. Level II is the next level and is for more complex issues, which require specialized knowledge and experience. Level III is reserved for extreme computer problems that cannot be resolved by the first two levels of support.
Different Methods of Using IT Support
Different companies use different methods to provide IT technical support. Some use remote services whereas others may use managed services. Management solutions provided by a service provider automate the process of managing hardware, software and networking that are needed for running a small company. Managed services are used for installing and deploying applications on the managed server. Remote support is used for troubleshooting and upgrading the software and hardware that are required for running a small organization.
Today, there is a shift in how technical support services are provided. There has been a drastic change in the manner in which technical issues are handled by computer service providers. Most service providers who are based in the US have shifted their focus to providing managed services and virtualization to businesses that need complete IT support services. However, there are still service providers that operate from Asia and Latin America that are providing IT support using different methodologies.
In the US and most other developed countries, there are two levels in IT technical support. There is the first level which offers remote maintenance or L3 support which uses a software replacement that works just like the original and is licensed for use just as well. There is also the second level which offers support through remote access, video teleconferencing or web conferences which require a license or subscription.
Remote Technical Support Services
Remote technical support services are provided to companies that have their own data centers. The hardware components of a data center may be very expensive and it is not feasible to ship the components of the data center to the IT support center, unless there is an agreement between the two parties. When a hardware failure occurs in the data center, the staff of IT support can replace the hardware by using the software from the IT service provider’s server. The problem may also be solved by sending the staff of IT support to send data files and applications via the internet.
For businesses that have their data centers based in Asia, Latin America or other areas outside North America, their IT personnel should be trained on the specific language used in the area. This may involve hiring someone who speaks English as his native language or having someone from the area do training. IT support staff can use specific l3 tools to test and debug their networks in order to make sure that all employees are using the correct security controls and software. IT technical support technicians are usually assigned to groups of three or four people who are responsible for ensuring that everyone is fully trained in the use of l3 tools and that backup solutions are running smoothly.