If you have been in IT support for any length of time, then you have surely noticed that the field is not just about the technical aspect of IT support. The customer service and administrative side of IT support is as important as the technical side of the field. It is these two sides of IT support that is almost as important as the technical support.
Customer service is what allows IT support to really thrive. Without customer service, your support and maintenance efforts would crumble. They are what keep your customers from getting frustrated and at the same time ensure that your customers are satisfied with your product or service.
All of this means that you need a lot of training to get into IT support. There is no need to get it from the very beginning, but doing so does leave a lot of room for failure. The question is how much training is too much training? What exactly is the right amount of training for IT support?
In order to make sure that you do not fail in your training, it is essential that you find someone who can be your mentor and guide. If you get your learning from a variety of sources, then you might fail to get the knowledge necessary to succeed in your career.
However, if you get your learning from only one source, then you will most likely fail. This is because there are many different kinds of courses and manuals that can be found online. This means that you may miss out on valuable information and also have limited access to training resources.
When you get your training from a mentor, then it is easy to put the information to use and learn from your mistakes. Of course, when you work with a mentor, you should also help out in the training process, and this means that you should refer to their materials.
This way, you are also learning from the technical support of the mentor. The mentor will understand what you are trying to achieve and they will also understand how you think, which is a great advantage for both parties.
A good mentor will make sure that you understand your job and how to be more effective. This means that you will be able to communicate effectively with customers and they will know that they can trust you to do the right thing at all times.
At the same time, a good mentor will make sure that you know your limits and the boundaries of your job, especially when it comes to technical support. You need to be cautious when answering technical support calls and you must also be responsible for the follow up work that is needed with your customers.
Another thing that is necessary for technical support is that you learn how to do it yourself. You need to learn how to assess and troubleshoot problems yourself before referring to the technical support staff.
Your ability to be a self-starter and handle technical support will mean that you are more competent in your role. It is vital that you get a certificate or diploma from an accredited school to show that you are competent in the technical support field.
The whole point of taking your training for IT support from a qualified individual is that you will be confident and successful in your career. Many successful IT support professionals started their careers from receiving their IT support training from a mentor.