An IT support technician should always stay informed with changing technology and follow up with clients well after they resolve problems and close tickets.

Never Stop Learning New Techniques

As an IT support technician It’s imperative to always stay informed with changing technology and different ways of resolving issues.

If a person wants to stay successful and relevant in the industry, then research, study and testing are three techniques he needs to master.

The one trick pony strategy of always doing the same fixes until they fail just will not work.

A smart IT support technician will always have more than one trick up his sleeve in case the plan fails.

Sometimes the fixes that work on one machine will not work on another computer and he can end up wasting valuable time trying to recover.

Proper study, research and testing can prevent these scenarios by offering multiple possible solutions and ideas to eliminate problems.

Every technician should know that software is fickle and bugs are common when software programs mingle or written with mistakes in the code.

Not to mention vulnerabilities and other risks.

Testing is the key, using break fix strategies that help the successful IT support technician learn which ways work and those that do not.

Before applying the fixes on client computers always test and repair on a test computer first.

If testing doesn’t work the first time do more research and try different ways to adjust the environment to work properly.

Develop alternate ways of fixing the same problems to master the issue and resolve dilemmas faster and more efficiently each time they appear.

This is how an IT support technician becomes excellent at what he does.

Never Stop Following Up

A considerate IT support technician will continue to follow up with clients even well after they resolve problems and close tickets.

They will need to follow up initially to coordinate the best time to work on the problem and receive additional information about the issue.

Follow up to ensure the problem stayed fixed a day or two after the actual resolution.

Also, follow up to see for certain that the client enjoyed the completed work.

Moreover, if using a workaround, come back with the actual real, permanent resolution to the problem from research or reaching out to colleagues.

Keep following up two weeks down the road and also see if the client is experiencing some different issues that may also need a resolution to build rapport.

Never stop following up with clients, always show them trustworthy and capable service toward the resolution of their issues as the expert in the field.

In addition, follow up every time there’s a well spaced encounter with them without being annoying.

Just casually and briefly check on the issue to verify that the status remained resolute.

Follow up when escalating problems to the IT team members who can resolve the clients issue.

Check that the other technician is providing great service to the client the same way as described.

Then double check that the finished work pleased the client on the technicians behalf.

If not, see if there’s anything else to do to help assist in making sure the resolution satisfied the client.

Do not call the team member out or respond rudely or attempt to make him look worse, but offer suggestions and see if there is anyway to help achieve customer satisfaction.

Which is the main goal of every IT support technician.