CHAPTER 6CHAPTER 6The Professional PC Technician

Suraya Alias

Job Rules and ResponsibilitiesJob Rules and Responsibilities

4 job functions of a PC Technician1. PC Support Technician

◦ Works on site, close interaction with users, responsible for ongoing PC maintenance. Is the one responsible for the pc before problem occurs. Keeps good records and backup. Example: IT Admin, PC Support Specialist.

2. PC Service Technician◦ Goes to customer site if the service is needed. Not responsible

for ongoing pc maintenance but do interact with users. Example: Field technician, Field service Technician

3. Bench Technician◦ Works in lab environment, rarely interact with users that has

pc problem, does not go on site, they just repair the pc. Example; Depot technician

4. Help-desk Technician◦ Provides telephone or online support. Use different tools and

approaches than other types of technician since they are unable to access the pc.

Certification and Professional Certification and Professional OrganizationOrganization

A PC technician needs a certification and advanced degree even though without any formal training and certification they can become one.

This is to prove the achievement and competence, improve job opportunities and create higher level of customer confidence.

The most significant certifying organization for PC Technician:◦ Computing Technology Industry Association (CompTIA). ◦ Website: http://certification.comptia.org/a

Sponsors A+ Certification programs and exams, which has industry recognition

For entry level PC Technician needs to pass the A+ Essential Exam that covers hardware, software, OS, security and soft skills.

IT Technician have to pass the advanced A+ 220-602 exam

Remote Support Technician have to pass A+ 220-603 exam

Other certification from vendors such as Microsoft, Novell and Cisco.

PC Technician also have to stay abreast of new technology, resources from internet, books and training from example CMP Media (www.interop.com)

Record Keeping and Information Record Keeping and Information ToolsTools

Several types of resources, records and information tools to help PC Technician◦ Specific software or hardware (same with user that has the

problem) in order to simulate the problem◦ A copy of the same documentation with the user, and should

be familiar with it◦ A Technical Documentation that usually is provided by the

company◦ Online help for field technician and help desk technician for a

product that includes search engine for specific topics error messages.

◦ Expert system software that uses database of known facts and rules to simulate human expert’s reasoning and decision making. This system works by asking questions to the user or PC

Technician and the answers triggers another question that lastly leads to possible solution.

◦ Call Tracking system (on paper or online) that tracks 1) the date and time taken to solve the problem 2) causes and solution 3) people in charge 4) how the problem is resolve. This system can escalate if the problem cannot be solved

What customer want: Beyond What customer want: Beyond Technical Know-HowTechnical Know-How

Have positive and helpful attitude◦ From voice tone, eye

contact Own the problem

◦ To built trust and loyalty from the customer

Be dependable◦ Keep your promises

Be customer focused◦ Listen to them without

interrupting Be credible

◦ Ask for help if it’s beyond your level of expertise

Maintain integrity and honesty ◦ Don’t hide your mistakes

Know the law with respect to your work◦ Don’t install pirated

software Act professionally

◦ Dress properly and patience with angry customer

Perform your work in professional manner◦ Trouble shoot the problem

in a systematic way◦ Document your work

Support Calls: Providing Good Support Calls: Providing Good ServiceService

Complete the work in reasonable timeBe prepared for on site callGet the work done RIGHT on the first timeThe price for the work is reasonable and

competitiveThe technician exhibits good interpersonal

skillsIf the work takes longer, inform the user

about the progress

Planning for good servicePlanning for good service

Obtain specific information from the user (call or email) according to company policies

An on-site visit is only done when necessary

Be familiar with company service policies in terms of warranties, licensing

Begin troubleshooting by taking notes from interviewing the user (to identify user’s level of proficiency)

Search for answers (online help, expert system)

Use troubleshooting skills to isolate problems

Ask help from experience technician if fails

After solving the problem, ask for customer feedback

After every call, document it

Making an on site service callMaking an on site service call

A technician must have technical and interpersonal skills◦Interacting with the customer

Arrive on time for the appointment, respect the customer by addressing his name. Listen to his problem carefully before starts troubleshooting

Keep your tools tidy, ask for permission for each usage of user’s belonging

Ask critical questions to learn about the problem. Example: When did the computer last work?

Use diplomacy and good manners

Making an on site service callMaking an on site service call

The customer is involved in solving the problem◦When the customer have to make a choice if the

problem relates to software, give them options◦After the problem is solved:

Give time to them to test before closing the call Ask them to verify the data (if its being restored) Test rebooting Review the service call, summarize the steps

taken to solve the problem to the user Explain preventive maintenance to the customer

to make them more self reliant

Making an on site service callMaking an on site service call

Phone Support◦Identify yourself and

organization◦Ask the callers name,

contact information◦Obtain licensing or

warranty number to authenticate the user.

◦Open conversation for the caller to describe the problem

Types of caller◦Customer is not

knowledgeable◦Customer is over

confident◦Customer who

complaints◦Customer who

doesn’t want to end the call

Making an on site service callMaking an on site service call

When you can’t solve the problem, escalate!◦Before escalating, ask knowledgeable worker

first for suggestion◦Know company policies for escalation◦Document the escalation◦Use proper channel of escalating (document or

phone call, email)◦Inform the customer the problem is being

escalated◦Double check with the customer the progress of

the problem

Protecting Software CopyrightsProtecting Software Copyrights

Copyright – the right to copy the work belongs to the creator, the user has only the right to use the software.

Federal Copyright Act of 1976◦Designed to protect software copyright by requiring

that only legally obtained copies of software being used. (1 copy for backup is allowed)

◦Making unauthorized copies of original software is called software piracy or software infringement

◦By purchasing site license, a company can obtain the right to use multiple copies of software

Protecting Software CopyrightsProtecting Software Copyrights

Industry Associations1. Software Information Industry Association (

www.siia.net) Non-profit company that educated the public and enforces

copyright law2. Bussiness Software Alliance (BSA, www.bsa.org)

Promotes software raids on large and small companies◦ Vendors sometimes sell counterfeit software by

installing unauthorized software on computer for sale. This practice is called hard-disk loading since they know the fake disk labels and Certification of Authenticity.

◦ Pirated software can be detected from; If there’s no end-user license included No email of product registration card No documentation included with the software Documentation included is photocopied and disk has

handwritten labels

Our responsibilities under the lawOur responsibilities under the law

As a user - Use only legal software, agree to EULA (end user licensing agreement)

As an employee –follow the on site license agreement