Technical support refers to support services that technical entities offer to end users of certain technologies or services. In simple terms, technical support simply offers assistance regarding specific issues with a particular product or service, and not providing tailored training, provision or modification of the product itself. The range of technical supports available is immense and covers all sorts of devices and services, including web-based software as well as hardware products. End-users need not have to worry about issues with their equipment, if a technical support provider is reliable, proactive and knowledgeable.
There are different types of IT technical supports, each with its own level of support,
scope and approach. One such support line is the tier one support which is the basic offering for most businesses and organizations, with specialized knowledge in a number of IT topics. Commonly used support features include application support, general managed IT support, upgrades and embedded systems support, database support and troubleshooting. Users are referred to as tier one partners, who will be provided with answers to common questions and get technical guidance on equipment, software and hardware issues.
Another IT technical support is the tier two support, which provides support to smaller organizations and companies, with less specialized knowledge in a number of IT topics. In this case, information technology resources are used to support small businesses and individuals, rather than large corporations. The scope is not as broad, as compared to the larger one. This support service allows users to upload applications and documents on a server, install software and run various processes, while enabling users to access the information technology resources via the Internet. This type of IT support works to improve the efficiency of information technology by providing assistance to operators.
The third type of IT technical support may be managed services, which may be customized according to the needs of users. The scope is not as wide and only includes answering questions, filing service and providing training. These technicians are referred to as managed service technicians and can work from remote locations. When it comes to the price, it can be cheaper to hire a managed service than an independent technician, especially when it comes to managed services for information technology resources.
The fourth type of IT technical support is that of knowledge management.
Knowledge management entails collecting, storing and disseminating information about technological issues, practices and products to end users. Knowledge management also involves training users on how to use computer systems. This IT technical support is used when there is a problem with a particular piece of equipment and the user needs to know more about the product’s specifications, capabilities or any other information about the system.
One of the on-demand IT support offered by most service providers is the on-demand maintenance support. This on-demand service provider works to provide assistance in the maintenance of a particular IT server or network. The provider may need to be contacted at any time, and it is up to the client company to decide whether it is better to have the service provider call the client or if it would be more efficient if emails and live chat options are used. The on-demand service provider is also very flexible and can meet client demands depending on the current demand for maintenance.
- Lastly, there are the on-demand troubleshooting and recovery of network equipment.
- This is one of the most popular types of IT support services,
- Which allows an IT service provider to diagnose a problem on the network and provide on-demand solutions.
The on-demand troubleshooting and recovery service provider can analyze network problems based on hardware, software or configuration and resolve such problems. The troubleshooting option is mainly ideal for small companies that do not require too much IT support and can easily handle the problems themselves. On-demand troubleshooting can also be used for medium-sized companies that will require IT support at a certain time. It can also be used by an organization when it needs to use the on-demand support option when there is a problem with the main IT server of the organization.
It is another popular type of IT support service which offers managed services on shared servers provided by an IaaS provider. It can also be customized as per the requirement of the client company. In its Basic tier, itsm supports basic functionality of email, application and Windows security, while its Advanced tier includes additional functionality such as application testing, database support, managing backups, setting up virtual hosting environment and custom application development. In addition, it may include managed switch or dedicated server to support virtual private networks and managed firewall.