technical support specialist

“Technical Support Specialist” Defined

There really is a pretty big difference between your everyday, run-of-the-mill “IT guy” and a technical support specialist. Let’s take a quick look at a few of the differences you’ll typically see (or SHOULD see) between the two.

A Technical Support Specialist Makes Recommendations

While your average IT guy may likely say, “Buy what you need to run your business, and I’ll take a look at it,” then follow up later with, “I’m not familiar with that, so it’s outside of our support spectrum,” – a technical support specialist will listen to your needs, then make suggestions as to which software or program will likely help you to best accomplish that goal. Often, if they’re unfamiliar with any of the software which would best help you, they will take the time to study up on them in order to not only make the best recommendation about which you should utilize, but also so they can support the software for you moving forward.

A Technical Support Specialist Handles Issues Proactively

Some IT guys let licensing and compatibility issues go until they stop your work dead in your tracks. Their solution? “Open a ticket and tell us what the problem is. We’ll get to it.” Meanwhile, you’re sitting at your desk, twiddling your thumbs while your competitors enjoy continued productivity. With a technical support specialist, they get alerts for issues before you do, and can usually handle them remotely before they even evolve into a problem on your end. If they see one of your hard drives starting to fail, they can come by, switch out the hard drive, restore the data from backup, and you’re back in business in no time.

A Technical Support Specialist Watches Your Network Like a Hawk

Suppose you have a terribly important presentation you’re scheduled to deliver in the morning. At 3am, you wake up with an incredible idea you need to add to the presentation. So, you hop out of bed, connect to your network, and start adding it. Five minutes later – ZOT! – your network goes down. Frantically, you call your IT guy, who is – not surprisingly – asleep, and none too happy to hear from you. However, with a technical support specialist, they are on-call 24 hours a day, seven days a week. If your network goes down at 3am and you need it back up, they probably already know about it before you can even call them, and are likely already working on the problem. Suddenly, you’re back online, you’re back to work, and you present an amazing presentation the next morning.

SRN Only Staffs Technical Support Specialists

With Secured Retail Networks, all our techs are technical support specialists. Morning, noon, or night, it’s our job to ensure you’re always up and running. Let’s talk about what we can do for you.

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