An Introduction to IT Support

There are so many different types of stories in how people into IT support or even in IT. In my case, I went university and studied Media and Communications, I was so hungry to learn and I even went on to do my MSC in Media and Communication but as many people I didn't have the right "skills or experience" to land a job and carried on working in retail.

However, even at retail I was so interested in how all of the systems were interconnected with each other. This led me to start troubleshooting issues at work even with the limited access I had (Since I was a customer service representative). When there was a printer issue I would be the go to guy to fix the issues, something quite basic like paper jam or swapping out the toner.

This led me to really think about how I can get into IT support and to learn more about it. I was helped by someone who was already in IT and they advised to start with A+ the fundamentals of IT and how everything works. I went through the book and went a class in Sherpherd Bush to enforce those theories into more practicality.

Fundamentals of IT

When you start in IT there are many roles which you mind fid yourself providing IT support, from first, second, or third-line technical support, or field engineer system administrator, network engineer or the manager of a team of administrators.

All IT support however, stems from three important questions. This is the What, when and how? You would firstly ask whats changed or what happen just before the problem began? or when did you the issue begin? How did the issue begin? These all of the questions that you would say to get to the root of the issue.

The last question is actually the most fundamental as the desire for anyone providing IT support is to of course reduce their own workload so the problem does keep recuring. If you can solve the problem in a way that the user can understand in to ensure the don't do it again, or configure their PC to prevent them doing this issue, you will spend less time in scratching your head trying to figure out how to solve this problem and have more time focusing on being more proactive then reactive.