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It's Not Easy Being An IT Support Engineer
If you were to be asked, what is one of the hardest jobs in the IT industry few people would respond with the answer IT support, but it is, fact.
Love or loath them, information technology support members work extremely hard, often to and beyond most people's breaking points. Do these individuals get the respect they deserve? Probably not, so why is that?
It seems a general misconception from a majority of users that IT support or helpdesk support individuals sit around all day waiting for our call and then take forever to arrive at our desks before uttering the word 'we'll have to reboot it.' It is a hugely underpaid and similarly stressful role, mainly because we as a customer seem to think little of the service we are provided with.
However, if we knew just one tenth of the expertise that these individuals had to memorise on a daily basis to keep all our machines running we would run off into the sunset and never return. Just because ninety nine percent of the time everything on our machines appears to be running smoothly, it doesn't mean that these individuals are sitting around twiddling their thumbs.
Having experience both as an IT support engineer and as a client I can see and understand both sides of the argument. All I can say is that whilst working as an IT professional I was constantly forced to study, I had to keep up to date with every piece of software that the company decided to install and unlike the rest of the staff who only had to have a basic understanding of one of two of the computer packages, I was expected to know every piece of software the company own fully.
Then there was the matter of phone calls. The it support phone on my desk would be ringing from the moment I walked through the door right up until about an hour after I should have left off. Sometimes I would be taking two phone calls, whilst at the same time attempting to fix someone's laptop which they had brought to my desk.
So you work hard and put in a brilliant performance just to keep your own and the company's head above water and what do you get for it? A ribbing from other members of staff about the fact that you have had to reboot their machine, demoralising isn't the word for it.
IT support engineers are highly trained individuals and now I'm out of the industry I too find it slightly infuriating when I have to wait for my machine to be fixed, but then I think back and remember to give them the credit they deserve. You wouldn't go down to a garage to get your car fixed and hassle the mechanic about time or the fact that you could of fixed it would you, so next time your waiting for your machine to be fixed remember courtesy costs nothing.
About the Author Anna Stenning is an IT professional with many years of experience in the computing industry. Find out more about IT support at http://www.conosco.com/
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