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Technical support consultants, also known as computer support specialists or systems administrators, typically advise technology users on problem resolution. Areas of responsibility may include computer hardware and software, networks, and peripheral devices, such as printers. They may work in an office environment, supporting only that company's technology, or they may offer support for technology used in the home, such as Internet access. The technical support consultant may receive requests for support via phone, Internet chat, or e-mail. Some consultants may also travel to a user's home or place of business to perform physical repairs on equipment.Once contacted, a technical support consultant typically will use troubleshooting skills to attempt to isolate the cause of the problem and instruct the end user on resolution options. When receiving a request for technical support via telephone, a technical support consultant often must utilize listening skills to eliminate non-essential information from the user's description of the problem and focus on relevant information needed to ascertain the cause. Once the consultant has narrowed the cause of the problem, he usually will then use testing methods to verify the cause. The technical support consultant will then perform any necessary repairs to the equipment or walk the end user through performing the repairs via telephone. Typical problems encountered by a technical support consultant may include computer viruses, equipment failure, or network connectivity issues. When supporting a user or business network, security can be a paramount concern so as not to allow unauthorized access to the network, which could expose sensitive information to outsiders. Often, the technical support consultant will find the cause of the users' problem is simply user error, and the consultant may need to instruct the user on the proper use of the technology to prevent future problems. Working as a technical support consultant can be a rewarding way to help people who are often stressed and under deadlines, but one must also sometimes deal with frustrated and angry users. It can be important for a consultant to keep a level head and answer the user's questions calmly to help defuse the situation. Also, it can be important for a consultant to assure the end user that his or her problem will be resolved in a timely manner.

 

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