- The customer is most important.
- Keep good records.
- Technical support can be provided at three levels: through a designated on-site user, telephone support, or on-site service. Categorizing jobs by these levels will make your work more efficient.
Tutorial Summary
The following points summarize the key concepts in this tutorial:
Becoming an A+ Technician
- A computer technician must never stop learning.
- Network with others in your field and learn how to get technical support when you need it.
- To be effective, a computer professional requires a hardware toolkit, software toolkit, a technical library, and spare parts.
- Effective troubleshooting requires approaching the problem in an organized and methodical manner. Make a plan and stick to it, and don't forget to document!
Customer Service
- Good recordkeeping is the key to becoming an efficient and effective service provider.
- Recognize the three levels of support-designated on-site user, telephone support, and on-site service-and know how to delegate to the appropriate level.
- Providing outstanding customer service will be the key to your success.
Review
- Name five ways to stay on top of your profession.
- How and where can you obtain technical support?
- What are the four categories of tools used by computer technicians?
- Which files are essential to include in a software toolkit?
- What are the five phases of troubleshooting?
- How important is record keeping?
- What are the three levels of technical support?
- Why is it important to standardize equipment in large organizations?
- What four stages should you go through when you receive a service call?
- Describe some ways of coping with a difficult client or coworker.
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