Day in the life of
IT Support Specialist – David Neil
Working within the IT field, especially in B2B IT support, necessitates a degree of professional flexibility. Professionals like myself tend to immerse ourselves cross-departmentally. On any given day, I may be required to wear the hat of a backup solutions engineer, customer service liaison, help desk support specialist, or problem-solving coordinator.
My primary responsibility is providing support for our clients. It’s my job to ensure technology is working for our clients. We strive to catch and fix issues before a client notices, but if a client has to call, then I want to provide an exceptional customer experience. This requires me to gain the customer’s trust that I am here to help and then make sure I understand the customer’s problem. Active listening skills and empathy are important. Finally, I then need to be able to effectively communicate the solution to the customer. I try to make sure to use clear and concise language that is easy for them to understand.
When not actively helping clients or monitoring systems, I focus on keeping up with technology trends. I need to know where our technology partners are headed. It’s also important that I’m aware of system updates and security patches. Our clients depend on us to keep their systems secure. In short, my everyday duties require that I efficiently communicate, educate, and learn.
I love the work that I do! There are many long- and short-term pros when it comes to working in the tech industry. My job is not as reclusive and isolating as many think. In reality, I spend most of my day on the phone with clients, vendors, and co-workers. I love that my job is fast-paced and ever-changing. I like that my job is an equal mix of analytical skills and people skills.
As for cons, I suppose the work can be quite challenging at times. At times, customers are angry when they call. I totally understand their frustration with not being able to get their job done. It can be a challenge to not take their negativity personally. Luckily, my co-workers understand. We work to support each other and keep a positive attitude. I approach challenging problems as learning opportunities, and I work at a company that values employee health and satisfaction. Good coffee, doughnuts, and an occasional stretch break keep me going.
provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.