Lewis Anderson的动态

A Story from the Post-Dotcom Era ?? February 2003. I was working as an IT support engineer for a USA-based software engineering company. Like many of us in that role at that time, I was responsible for everything—end-user support, servers, printers, email, you name it. A user called me for help, stating the most generic diagnosis any support person would ever receive: "The PC has crashed." No other information could lead me in any direction. I, of course, tried to narrow down the issue by asking, "What do you see on the screen?" Trying to catch it over the phone didn't yield anything productive, so I asked them to write it down and send it to me. Mind you, Slack, Messenger, or Teams hadn't even been born yet. Minutes later, the fax machine started to buzz (yes, we had those in Lithuania back in the 2000s), and I received the most precious artifact from my IT career, which has been sitting on my desk ever since. For those who used anything older than Windows 10, this should make complete sense. It was a BSOD (Blue Screen of Death), carefully rewritten by hand on a sheet of paper. Fun fact—it really did help to solve the issue ?? Throughout my further career in IT, I've always kept this as an example of how collaboration between business and IT should look. I wish all users were as helpful to IT staff as this person was. However, this seems to be far from ideal, despite technological advancements, AI, billions in investments, and the total globalization of the IT industry. It remains a human-to-human interaction. When non-IT and IT people meet, it's our task to help them help us ?? #ITSupport #ITCareers #TechHumor #ITCommunity

Feeling lost with tech issues? You don't need more patience. You need better IT support. Cut through the confusion. 1. Understand your needs. Know what problems you face. This will guide all your support requests. 2. Choose the right tools. Select from the 9 I've outlined. Each tool has its own purpose. 3. Implement and resolve. Apply the tools to fix your issues. Then, monitor the results. I've included something here for everyone: Individuals, Teams & Organizations. ? Ticketing System Track issues from start to finish. Ensure nothing gets lost. ? Knowledge Base Find solutions quickly. Access a library of helpful articles. ? Remote Support Get help from anywhere. Technicians can fix issues remotely. ? Live Chat Instant help. Chat with support in real-time. ? Email Support Detailed help. Send and receive thorough responses. ? Phone Support Direct help. Speak with a technician for immediate solutions. ? Self-Service Portal Empower users. Let them find and fix issues themselves. ? Monitoring Tools Proactive support. Detect and fix issues before they escalate. ? Feedback Mechanism Improve constantly. Gather user feedback to enhance support. Remember, it's all about solving problems. Not every issue is the same. Use these tools. Decide wisely. Resolve and improve. That's how the best IT Helpdesks operate. #HelpDesk #TechSupport #ITSupport #SupportTeam #SupportTeam #SupportTeam

I read a post yesterday wherein a freshly-minted helpdesk person was sharing their concerns and frustration over the aggression, badgering, and belittling they received from folks calling for help. (For those outside IT, yes, this is a frequent occurrence.) Managers, tech trainers, teachers! Please make sure that your tech support charges know that working at helpdesk is about solving problems, but very frequently the problems are only tangentially technical. New tech support folks: solve the person first (deescalate emotions at a minimum!) and then work together on solving the technology. Human interaction soft skills and the need to learn them is why helpdesk is a regular entry point for IT. Just about every role in IT is as much information—situation, interaction, context, need—as it is technology. #cultureIT #IT #HelpDesk

Breaking Down Common Myths About Technical Support When people hear “technical support,” certain stereotypes and misconceptions often come to mind. In reality, there’s a lot more to the role than meets the eye. Let’s break down some of the most common myths: Myth 1: "Tech Support is Just About Fixing Computers" While troubleshooting hardware or software issues is part of the job, technical support goes far beyond that. It involves problem-solving across a wide range of systems, platforms, and even helping users make better use of technology in their work. Myth 2: "It’s All Scripted Responses" Many people think that tech support professionals just follow a script, but in reality, every issue is unique. We use our knowledge, creativity, and experience to troubleshoot and diagnose problems. No two situations are exactly alike, and often, finding the solution requires critical thinking and improvisation. Myth 3: "You Don’t Need Soft Skills in Tech Support" Tech support is just as much about people as it is about technology. Communicating complex information in simple terms, showing empathy to frustrated users, and managing stressful situations are all key soft skills that are critical to success in the role. Myth 4: "Anyone Can Do Tech Support" While anyone can try to do tech support, it takes a unique combination of technical knowledge, patience, and problem-solving skills to do it well. Being able to think on your feet and adapt to rapidly changing situations is something that comes with experience and dedication. Myth 5: "Tech Support is a Dead-End Job" Many people view tech support as an entry-level role with no room for growth, but that’s far from the truth. It can serve as a gateway to careers in system administration, network engineering, cybersecurity, and even management. It’s an excellent foundation for developing a wide range of IT and communication skills. These are just a few of the myths surrounding technical support. In reality, it's a complex, challenging, and rewarding field that requires a blend of technical knowledge and people skills. Have you encountered any other misconceptions about tech support? Share them below! #TechSupport #CustomerService #TechnicalSupport #ITCareers #SoftSkills #ProblemSolving

???? What is Remote IT Support? Remote IT support means getting expert tech help without the need for a technician to be physically present. ???????? Using special software, IT pros can connect directly to your device, troubleshoot, and solve issues as if they were sitting right in front of you! ?? Whether it's a software glitch, network issue, or system crash, remote IT support gets you back on track in no time. ?? #TechSupport #RemoteSupport #ITSolutions #TechHelp #DigitalSupport #TechTips #RemoteIT #Efficiency #Innovation

#???????????????????? I remember the early days of my ???? ??????????????, starting at the ???????? ????????. It always amused me how the most common phrase every support engineer would use with a user was, "???????? ?????? ?????????? ????????????????????, ???? ???????? ???????????????????" It's funny how, most of the time, this simple solution would actually resolve the issues. For those more complex problems where a reboot isn't enough, here are some additional steps: ???????????? ?????? ???????????? ??????????????: Ensure all software and drivers are up-to-date. ?????????????? ?????????????? ??????????????????????: Check cables, WiFi settings, and router status. ???????? ???????????????????? ??????????: Use built in or third party tools to identify issues. ???????????? ?????????? ???? ?????????????????? ??????????: Sometimes, these can cause slowdowns or glitches. ?????????????????? ??????????????: Sometimes, a full hard disk also prevents some applications from running and performing optimally. ???????????? ???????????? ?????? ???????????????? ?????????? ?????????? ?????? ?????????? ?????????? ????????????????????. What’s your go to troubleshooting tip beyond the reboot? #helpdesk #troubleshoot #itengineer #cloudwhistler Some amazing people I collaborate with, learn from, work with and get inspired from Neal K. Davis Teegan A. Bartos Kevin Apolinario Aliya Shaikh Prasad Rao Ashish P. Parna Mehta Sammy Cheung Maria Christidi Noble Hong Diaz (Pham) Julie Elkins Harry S. Yasir Shaikh Paulina Addah Osinachi Okpara Lovely Kumari Sana M. Kathryn Jones Amir Malaeb Jenny Z. Jenn Bergstrom Andrew Mejia Tiffany Janzen Michael Cassidy and many more! Linkedin News LinkedIn News UK LinkedIn Guide to Networking

?? IT Support Specialist Role: A Blend of Skills and Attitude ?? As an IT Support Specialist, I’ve discovered that the role is about much more than just fixing computers and troubleshooting issues. It’s a unique blend of skills and characteristics that keep the tech world running smoothly. Here’s a peek into what makes this role both challenging and rewarding: ??Problem Solver Extraordinaire: We thrive on puzzles. Every day brings a new challenge, and we dive into troubleshooting with a blend of curiosity and expertise, unraveling issues with precision. ??Patience of a Saint: From guiding someone through a tech hiccup over the phone to waiting for systems to reboot, patience is key. We listen carefully and support users with empathy, ensuring they feel heard and assisted. ??Tech Whisperer: Our ability to translate complex tech jargon into understandable language is our superpower. We bridge the gap between technology and everyday users, making the digital world less daunting. ??Adaptability: In IT, change is the only constant. We stay on top of the latest technologies, adapt quickly to new tools, and continually learn to keep our skills sharp and relevant. ??Team Player: We’re not just lone wolves in a server room. Collaboration is essential. We work closely with colleagues and departments to ensure seamless tech integration and support. ??Calm Under Pressure: Whether it's a system crash or a high-stakes deadline, we handle stress with composure and resolve, finding solutions without letting the pressure get to us. Being an IT Support Specialist is about more than just technical know-how; it’s about a proactive mindset, a supportive attitude, and the ability to make the tech world a bit less intimidating. #ITSupport #TechLife #ProblemSolver #Adaptability #Teamwork #TechWhisperer

Tech Support Admins may need to deal with clients who have varying levels of independence! Attention all tech support admins! ?? As we all know, working in the tech industry means dealing with clients who have varying levels of independence when it comes to technical issues.From the savvy computer whiz to the confused novice, our job as support admins is to cater to all levels of tech expertise. ???? But let's face it, this can be a challenging task. ?? That's why it's crucial for us to have the skills to adapt and communicate effectively with all types of clients.Whether it's guiding a client step by step or providing them with the necessary resources to troubleshoot on their own, our ability to navigate these situations is what sets us apart as top-notch tech support admins. ???? So, to all my fellow tech support admins out there, let's continue to hone our skills and provide exceptional customer service to all our clients, regardless of their level of independence. ??Together, we can help make technology accessible and easy to use for everyone. ?? #TechSupport #CustomerService #Adaptability #TechIndustry #LinkedInTech

?? Embracing Challenges in Tech Support! ?? As a Technical Support Specialist, every day is an opportunity to solve unique challenges and help users navigate complex technical issues. Here are some key lessons I’ve learned along the way: 1?? Patience is key – Not everyone speaks the same “tech language,” and it’s our job to bridge that gap. 2?? Continuous learning – Technology is constantly evolving, and staying updated is crucial to providing the best support. 3?? Empathy matters – Understanding the user’s frustration and offering a calm, reassuring presence goes a long way. I take pride in being the person that users rely on for guidance, whether it’s troubleshooting software, resolving hardware issues, or ensuring seamless connectivity. What do you think makes a great tech support professional? I’d love to hear your insights or stories! #TechSupport #ITSupport #ProblemSolving #CustomerExperience

Finally, after seven weeks of waiting, we have WiFi at our new home! ?? It’s been a frustrating journey, spending countless hours on the phone with TalkTalk ??, only to have them fail to send an engineer. We decided to switch to EE, but after two weeks of going through checklists and filing complaints, we were still stuck. The previous engineer from Openreach thought the only solution was to access our neighbour's connection (who wasn’t available at the time), but the engineer who came yesterday was a game-changer?? He explored three different solutions and thought outside the box?? Not only did he show respect by covering his shoes before entering the house ??, but he also re-checked everything, even though his colleague had already done the job, to ensure he reached the same conclusion. And most importantly, he listened carefully to our concerns?? After 4 hours, he restored our internet connection, which had been mysteriously cut by one of the BT Group engineers two years ago, long before we moved into this house again. James, the engineer, made sure everything was working perfectly before leaving ? This is the level of service that should be the standard Lesson Learned: Good customer service isn’t just about showing up—it’s about listening, thinking creatively, and going the extra mile ?? This experience taught me the value of having professionals who genuinely care about solving the problem, not just taking the easiest route. It’s also a reminder that quality service in essential areas like internet connectivity can still be a struggle, even in a developed country?? #CustomerService #WiFi #TechSupport #Openreach #BTGroup #EE #ProblemSolving #HomeConnection #ServiceMatters