A+ Guide to Software, 4e
Chapter 12
The Professional PC Technician
Job Roles and Responsibilities
• PC support technician
– Works on-site and closely interacts with users
– Responsible for ongoing PC maintenance
• PC service technician
– Pays service calls to customers
• Bench (depot) technician
– Works in a lab environment
• Help-desk technician
– Provides telephone or online support
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Certifications and Professional
Organizations
• Benefits of certification and advanced degrees
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Proof of competence and achievement
Enhanced job opportunities
A higher level of customer confidence
Qualification for other training or degrees
• Computing Technology Industry Association (CompTIA)
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Most significant certifying organization for PC technicians
Sponsors A+ Certification Program and manages exams
Over 13,000 members drawn from computer industry
CompTIA Web site: www.comptia.org
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Certifications and Professional
Organizations (continued)
• Passing A+ Essentials exam validates entry-level skills
• Advanced A+ exams:
– A+ 220-602: grants you the IT Technician designation
– A+ 220-603: Remote Support Technician designation
– A+ 220-604: grants you Depot Technician designation
• A+ Certification has industry recognition
• Other certification programs are more vendor specific
– Examples: programs for Microsoft, and Cisco products
• Ongoing education: staying abreast of new technology
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Recordkeeping and Information Tools
• Service organizations provide you with most tools
• Helpful resources and tools:
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The specific system you support
Copy of user documentation
Documentation more technical than the user manual
Online help targeted to field technicians
Expert systems to analyze and solve problems
Call tracking systems (online or paper-based)
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What Customers Want: Beyond
Technical Know-How
• Two types of customers
– Internal: an associate within the company
– External: an individual outside the company
• Advice for becoming an exemplary PC technician
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Have a positive and helpful attitude
Own the problem
Be customer-focused
Maintain integrity and honesty
Perform your work in a professional manner
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Support Calls: Providing Good Service
• Characteristics of good service:
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The technician responds quickly
Work is completed in a reasonable time
The technician is prepared for on-site visits
The work is done right the first time
The price for the work is reasonable and competitive
The technician exhibits good interpersonal skills
Customer informed about the progress of the work
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Planning for Good Service
• A good service call requires a plan
• General support guidelines
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Follow company policies for answering an initial call
Check the simple things first; e.g., cable connections
Review company service policies
Start the troubleshooting session
Search for answers using all available resources
Ask for help (if necessary)
If the problem is solved, ensure that customer agrees
Create a written record of the session
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Making an On-Site Service Call
• Preparation
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Review information given you by whoever took the call
Know the problem you are going to address
Be aware of the system that needs servicing
Arrive with all equipment appropriate to the task
• Interacting with the customer
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Be on time for the appointment
Practice interactive listening and always be courteous
Interview the user for a background on the problem
Ask for permission before touching any equipment
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Making an On-Site Service Call
(continued)
• When the customer is involved in solving the problem
– Keep the customer informed as you work
– Explain the problem and what you must do to fix it
– Give the customer a set of cost-effective options
• After the problem is solved
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Allow the customer to verify your work
Ask user to ensure that backed up data is fully restored
Review the service call with the customer
Explain preventive maintenance to the customer
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Phone Support
• Preparation
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Identify yourself and your organization
Ask for and record contact information for customer
Assess whether you should handle the call
Allow the caller to describe the problem
• Essential skills
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Excellent communication skills
Good phone manners
A good amount of patience
Ability to visualize yourself in front of user’s PC
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Phone Support (continued)
• When the customer is not knowledgeable
– Don’t use computer jargon while talking
– Follow along at your own PC
– Give the customer opportunities to ask questions
• When the customer is overly confident
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Show respect for the customer’s knowledge
Slow the conversation down
Avoid accusing the customer of making a mistake
Use technical language appropriate for customer
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Phone Support (continued)
• When the customer complains
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Be an active listener
Give the customer a little time to vent
Don’t be defensive
Ask for guidance in improving communication
• When the customer doesn’t want to end a phone call
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Ease the caller into the end of the call
Ask if anything needs more explanation
Briefly summarize the main points of the call
Be silent about new issues
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When You Can’t Solve the Problem
• Ask for assistance from higher up the support chain
• Guidelines for escalation
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Know your company’s policy for escalation
Document the escalation
Use the proper channels
Advise the customer you are passing on the problem
Follow-up with the customer
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Protecting Software Copyrights
• License: right to use software (gained in purchase)
• Copyright: right to copy software
– May be transferred from one entity to another
• Legal responsibility: protect the software copyright
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Federal Copyright Act of 1976
• Requires that copies of software used be legal
• Allows for one backup copy of software to be made
• Software piracy (copyright infringement)
– Distributing unauthorized copies of software
• 26% of business software in US is obtained illegally
• Site license: right to use multiple copies of software
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Industry Associations
• Software Information Industry Assoc. (www.siia.net)
– Educates the public and enforces copyright laws
• Business Software Alliance (www.bsa.org)
– Manages BSA Anti-Piracy Hotline:1-888-NOPIRACY
• Hard-disk loading: installing pirated software on disk
• Signs of hard-disk loading
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No end-user license is included
There is no mail-in product registration card
Documentation and original disks are missing
Documentation is photocopied or labels are handwritten
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What Are Your Responsibilities Under
the Law?
• Software Rental Amendment Act (1990)
– Prevents illegal renting, leasing, lending, or sharing
– Copyright holder may extend written permission
• Criminal penalties for software piracy (1992)
– Imprisonment for up to five years and/or fines
– Applies to illegal copying/distribution of 10 or more units
• Responsibilities
– Use only software purchased or licensed for your use
– Print and file end-user licensing agreement (EULA)
– Comply with all terms of license (includes site license)
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