The field of IT support is dedicated to providing a company’s users, clients, and/or customers with the assistance they need to effectively use, manage, and maintain their ICT hardware and software. Those in this profession will typically spend their time answering inquiries and support requests over the phone, through e-mails, or via instant messaging, helping diagnose and resolve technical problems. They may then compile reports about these issues for business review.
On top of remote assistance, IT support specialists may also help in physically installing and configuring a company’s hardware, software, network systems, and peripheral equipment (i.e. printers and scanners). They may also be responsible for repairing and upgrading technology as necessary, as well testing any new equipment introduced. Plenty of IT support professionals also perform regular maintenance of computer systems by monitoring their performance and assessing any potential risks or vulnerabilities.
Depending on your role in the industry, you may also be tasked with training company staff to properly use the IT tools and systems at their disposal. The sector is thus heavily client-facing, relying on workers having excellent customer service skills.