Professionalism for a Hardware Support Technician

Professionalism for a Hardware Support Technician

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The job of a hardware support technician is not only to provide support for hardware, but also to satisfy and calm a user as well. There are times when a user is in tense situation and his anxiety level is quite high. As a hardware support technician, you are required to remain calm and focused on the job. A support technician must observe the highest level of professionalism.

Stay Focused

A support technician should stay focused on the task at hand. He must avoid idle chit-chat with a user as this can waste time and put him behind the schedule. A support technician has to deal with variety of users. Some think themselves as computer savvy and find it difficult that they cannot resolve any issue; while others may leave everything on the technician and negate to understand anything. A hardware technician has to determine at what level the user can understand. Based on this, he should ask pertinent questions to fetch information about the problem to determine what the problem is. A support technician should not talk down to the user as well as not talk over the head of the user.

Speak Professionally

A support technician must speak professionally to users. Following are the key points that a support technician must take into consideration:

• Avoid using jargon; jargons can confuse users. Use plane and simple language.


• Ask pertinent questions and make sure that the customer also understands the problem.


• Maintain a positive attitude and tone of voice.


• Avoid arguing with customers and/or becoming defensive.


• Do not minimize customers' problems.


• Avoid being judgmental and/or insulting or calling the customer names.


• Avoid distractions and/or interruptions when talking with customers.

A support technician is required to speak clearly about the issue and implement the appropriate solution.

Respect the Customer

Respecting the customer's privacy, confidentiality, and property is prime responsibility of a support technician. Following points must be followed by a support technician:

• Do not read files, papers, computer files at customer's space.


• Refrain from making personal phone calls or text messaging while on the job.


• Do not eat or drink in customer's space.


• Avoid Internet surfing in the customer's office.


• Never interrupt customer while he is speaking.


• Look at the customer while he is speaking.


• Do not argue.


• Do not minimize the importance of his computer problems.

Respecting the customer builds a healthy relation between the customer and the support technician.

Stay up to date

A support technician must keep himself up to date on the hardware he supports. He must learn about new equipments as well. This helps satisfying his customers. Magazines, forums, newsgroups, and Web sites are good medium for keeping himself up to date.

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