A Role of PC Support

A Role of PC Support

[ PC User Support ] [ Hardware Support ] [ Software Support ] [ Impact of Network ] [ Conclusion ] [ Further Readings ]

Introduction :

Learning to be a PC support person, a basic thing we should know is what is the role of PC supporter. To answer this question , we were not only doing the research in libraries or on the internet, years experience in this area. After gathering all the information, we found that it is difficult to define PC support as a single role in the IT industry. Because there are too many tasks involved and their foci or level of skills required are different between each other. So in the first part of this report while describing PC User Support as overview for the whole group, we also look at it in detail on five particular types of PC supports; PC System Support; Technical Support Specialist; User Support and Operations Manager; PC Support Engineers and Help Desk office.

In the second part of report, we will divide the role of PC support to two technical sides; Hardware Supporter and Software supporter. It is also difficult to distinguish them, because in most of cases, PC supporter has to combine hardware and software support together to do a job , especially in the small organisations. So we may try to separate them by focusing different area.

Part one : PC User Support:

PC support person are also called PC user Support, and their skills range widely from the first level customer contact support to a very high level of technical specialist. They may work in a small service or sale’s company as well as in a very large organisation where their activities may be coordinated by a centralised Help Desk.

Tasks :

Install new PC peripheral equipment such as printers, scanners and modems

Install new PC software & modify it to suit user’s needs

Connect users to a LAN and maintain shared resources such as printers and file back-up

Train user on the most productive way to use PC and LAN applications and including E-mail etc.

Isolate user problems with PC hardware and software as the `first line’ support and if necessary contact equipment vendors for additional support

Assist in recommending and purchasing new hardware and software

Assist in customising and fine turning PC/LAN systems which may involve programming using batch files, scripts, database language or system programming language

Personal requirement :

Have excellent people skills

Good at explaining things clearly and accurately

Be able to communication by phone to help user or discuss technical and pricing information with vendors

Be able to work under pressure

Ability to logically solve problems and to be methodical

To work well as a member of team and to have ‘user’ focus

Skills and Qualifications requirement :

A thorough technical knowledge of PC/LAN hardware and software

Relevant trade or certificate course

Associate Diploma in information technology

Degree in IT, Computing or Engineering (high level )

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PC System Support

Tasks :

Support for Local Area Network and its user.

Administration and implementation of network file Servers

Identifying PC product and services to increase user productivity

Personal requirement :

Proven experience in the support products

Effective interpersonal and communication skills

Proven experience in special software

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Technical Support Specialist

Tasks :

Provide technical pre-sales support for all products for sale

Train colleagues distributors and resellers in sales

Help further develop the products

Person requirement :

As well as quick analytical mind, and impressive presentation skills

Experience and qualifications

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User Support and Operations Manager

Tasks :

System approach to problem solving,

The ability to set priorities and work to them within a busy environment.

Personal requirement :

Work independently as well as part of team

Excellent communications skill

Strong Customer service focus

Experience and qualifications

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PC Support Engineer

Tasks :

Cover all facts PC and network support including helpdesk support

Installation, configuration and maintenance PC hardware and software

Personal requirement :

Motivated self starter, who is flexible in their approach to working with EDP manager

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Help Desk officer

Task :

Helpdesk operator ( first level support )

Technical groups (second level support )

Personal requirement :

Well organised person with sound knowledge

Excellent oral and written communication skills

Ability to contact with people at all level

Able to demonstrate courtesy and excellent phone manners

Be capable of working under pressure with a customer focus

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Part two : Hardware & Software Supporter

Hardware Supporter

The role of a Hardware Supporter more concern about computer itself and its component. They can be divided to two levels by their skills and qualification: Computer Service Technician and Computer Service Engineer

Computer Service Technician

Tasks :

Install computer equipment ensuring environmental and safety conditions are suitable for both the equipment and operators

Complete necessary wiring of computer system component’s

Thoroughly test new equipment before the operator uses it

Locate and replace faulty components using diagnostic programs and/or standard test procedures using test equipment such as oscilloscopes, logic analyser, multimeters, logic probes

Run test programs to ensure repaired or replaced equipment is working correctly

Reconnect internal computer wiring and make mechanical adjustments to fitted parts

Carry out regular maintenance to ensure equipment is working correctly and efficiently to reduce the risk of breakdowns

Operate computer system to support business operations

Provide initial support of software applications, including the installation and configuration of software

Personal requirement :

An interest in electronics, computers and elater-mechanical equipment

Good eyesight and normal colour vision

Manual dexterity for delicate printed circuit repair work

Able to communicate effectively with clients

Skills and Qualifications requirement :

On -the-job training may be provided by many employers

Completion of relevant trade or certificate course will enhance will enhance employment prospects

Associate Diploma or Diploma in information technology

Degree in electronic or mechanic (a few)

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Computer Service Engineer

Tasks :

Similar duties to technician but in a higher level

Conducts regular service programs, including support of operating system

Responsible for total system performance

Supervision of other staff

Personal requirement :

Ability to understand and communicate with wide range of people, especially client management

Logical approach to work

Calm especially in a crisis situation

A high interest in IT industry

Skills and Qualification requirement :

Associate Diploma or Diploma in information technology is a minimum requirement

Degree or equivalent in IT, computing, electronic etc.

Experience in IT area

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Software Supporter

The role of a software supporter is to take care of operating system and applications, which include their purchasing; installation; preventative maintenance and trouble shooting, as well as their security and other non-machine matter.

Tasks :

Selection of operating system and software package (a part of purchasing process)

Conduct a preventative maintenance program

Configure the organisation of the hard disk [s]of a PC to maximise efficiency

Configure memory for maximum efficiency

Create procedures to automate operating system procedures

Develop backup procedure for a range of users

Use a systematic method to identify and rectify problems

Provide security at the operating system, software package and data file levels

( To known the detail about each task please link to module one )

Personal requirement :

Logical & analytical approach to solving problems

Able to grasp the essentials of complex problem quickly

Tenacity and patience

Good communication skill

Able to work alone as well as in a team

A willingness to continue learning as technology changes

Skills and Qualifications requirement :

Tertiary qualification or traineeship needed

The skill are in the area of computers rather than people

Requires wide knowledge of operating system and applications

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Impact of network environment on PC support role

Nowadays the more and more PCs connect to each other by local network or connect to other side of the would by internet. So it requires PC supporters to extend their knowledge to cope with the growing network environment:

The knowledge of network has become essential to a PC support person

The compatible consideration is boarder: not only consider of compatibilities between components or hardware and software within the computer, but also may need to think about other computers which will be connect to

Raising security level to protect ‘attack’ from other computers

Ability of using E-mail and writing HTML files

However , as so many things should be covered, we have the Network Supporters as specialists in the PC support world this days.

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Conclusion :

From this research, together with the whole picture we all have some ideas about the role of PC supporter. Ping said, " If we want to continue our career in this field , we have to keep upgrading our knowledge and practising." Xiaofeng added his opinion on that "All skills (knowledge) we learned from school need to be checked in the industry there are some differences between them. We also can learn from people in this area and it could be a short cut sometimes." Siyong thinks that as the information technology changing so fast, we are not expected to know every things but our knowledge should be widely covered in a average level. Min believes that although PC supporters normally work under pressure, we would never be bored by our job. Because we fix or create new things every day and rewarding for solving problems. We all happy to see that as a bridge between the new technology and its user, the role of PC support is becoming more and more important in the modern life.

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Further Reading :

THE AUSTRALIA Tuesday Computers section: Opportunities

The Sydney Morning Herald Tuesday Computers section or Employment section

1997 JOB GUIDE in Career Reference Centre

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