This chapter is from the book
This chapter is from the book
This chapter is from the book
Technician Qualities
Each chapter includes a small bit of space on qualities a technician should possess or strive toward. Spending a little brain power on improving what many call your “soft skills” will pay off in promotions and divergence into other IT-related fields. Three of the most important qualities of a technician are active listening skills, a good attitude, and logic. Active listening means that you truly listen to what a person (especially one who is having a problem) is saying. Active listening skills involve good eye contact, nodding your head every now and then to show that you are following the conversation, taking notes on important details, and avoiding distractions such as incoming cell phone calls or text messages. Clarify customer statements by asking pertinent questions and avoid interrupting. Allow customers to complete their sentences. Many technicians jump into a problem the moment they hear the first symptom described by the user. Listen to the entire problem. Ask open-ended questions—questions that allow the user to expand on the answer rather than answer with a single word, such as yes or no. Figure 1.2 illustrates this point.
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Figure 1.2 Asking technical questions
A positive attitude is probably the best quality a technician can possess. A good attitude is helpful when a user is upset because a computer or an attached device is not working properly. A technician with a positive attitude does not diminish the customer’s problem; every problem is equally important to the computer user. A positive attitude is critical for being successful in the computer service industry. Figure 1.3 shows how negative attitudes affect your success.
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Figure 1.3 Have a positive attitude
A technician must be familiar with and thoroughly understand computer terminology to (1) use logic to solve problems; (2) speak intelligently to other technical support staff in clear, concise, and direct statements; (3) explain the problem to the user; and (4) be proficient in the field. Changes occur so frequently that technicians must constantly update their skills. Develop a passion for learning the latest information and searching for information that helps you solve problems.
Avoid developing tunnel vision (that is, thinking that there is only one answer to a problem). Step back and look at the problem so that all possible issues can be evaluated. Be logical in your assessment and the methods used to troubleshoot and repair. This book will help you with all of this by explaining computer terminology in easy-to-understand terms and providing analogies that can be used when dealing with customers.
Before delving into computer topics, you should remember that a class can’t fully prepare you for every aspect of a job. You must learn things on your own and constantly strive to update your skills so you do not become obsolete. The IT field changes rapidly. Figure 1.4 illustrates this concept.
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Figure 1.4 Preparing for IT job requirements
Finally, you will find that you must be a jack-of-all-trades, as shown in Figure 1.5.
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Figure 1.5 Computer technician skills
