The Role of an IT Technician


Most likely you employ an IT Technician to help you out with those computer issues that arise from time to time.

You may wonder at times why do you employ one? They only turn things off and on again, they don’t do alot. They may have setup our fancy network but that’s all done now isn’t it?

However nothing can be further from the truth. IT Technicians are living on the edge all the time, they worry about systems, your systems. Is the backup working? Is there a failsafe in place? What if a server goes down? What if the problem is not as straight forward as it first appears. Lots of What ifs!

With a move to the Cloud, which system is best for the client? How will they remotely connect. What about if a client who needs a server refuses to accept the price and won’t budge. Do we wash our hands of them and give up hope? No, we look, we hunt, we search for alternatives to suit their needs.

They spend their times researching new technology and they are expected to know how it all works. Take smart phones. Whilst having been in existence for some time before the iPhone, the new uptake and acceptance of this technology meant technicians needed to quickly learn a new skill set. The same with the cloud. To have foresight to see where technology is heading and how businesses can benefit from it. Without this knowledge clients would be left in the dark ages of IT or seek out new Technical companies who do know this new world and can help them.

With technology advancements being made all the time and a move to new systems, now is the time for technicians to shine and stand out amongst the crowd. They are not just technicians. They are part of your business, helping you, advising you on how to save money and move on to the next evolutionary step in IT, whilst at the same time, telling you it will not cost you the earth, it is all secure and you will save money.

But sometimes the expectations put on IT Technicians are unrealistic.

A techie, knows how things work, they can put together the pieces of the jigsaw, use logic to come up with solutions, and improvise when needed, but what they DON’T know is everything. They are the GP’s of the technical world whom also know how to do common operations and act as consultants.

Many businesses use 3rd Party bespoke products but they then expect their IT staff to fully support it, and sometimes get frustrated when their IT guru informs them they know nothing of the product or how to set it up etc. Most businesses understand this and continue to pay the 3rd party bespoke company support. But those that don’t you should. Us techies, don’t know everything, there is too much out there to know. How often do we get asked “how does this app work”. There are millions of apps, we cannot possibly know everyone of them. We maybe able to figure some of it out, but the expectation is that we do know it, or we should know it.

Removing support for your 3rd party software, a product that you probably rely on a lot is a bad idea. Things go wrong or setups need to be done for new users. If that technician has never seen the software or has little dealing with it, and there maybe little if any help for them to figure it out despite the vast amounts of info on Google and Bing, then a techie can only get so far, and then draw a blank. Is it a registry setting that needs adding, or amended, are there other small programs required to install the software and make it work? It’s like asking a GP to do Open heart surgery. A GP understands how the heart works, but they can’t do the surgery itself.

Having the right contracted support will enable you to get the job done quickly.

Most general technicians have enough to do, they are there for you, to support you and make sure the general day to day running of your business goes uninterrupted. They are there to help you upgrade, to advise and show you how you can benefit from new technology, but they are not there to fully support specialist software, for that you need that extra support.

So before you question why do you have a techie, give them a break. They are human and they are there to help you and they work hard to do so. Like most things in IT, a good working system means you have good technicians working in the background, putting the right systems in place. If you rarely call them, then they are doing a good and necessary job.

To the unsung heroes

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