Technical support refers to various services that certain entities offer to end users of various technologies products or online services. In simple terms, technical support offers assistance regarding particular issues with a computer software product or online service, instead of offering technical service or training, provision of customization or any other support services to the client. The customer has to contact the concerned technical support company in order to get these services or to have their computer or online service upgraded. There are different types of technical support that an organization can provide, such as emergency-technical support which is provided to customers when their systems are affected by sudden unforeseen technological problems.


Support-solution models for enterprise solutions are first provided

within the level 1 sub-segment and then offered on an enterprise-wide basis. On the other hand, the basic tier includes the most common IT support services, which include support for Windows Vista applications. There is also a “level II” support which supports Linux operating system software and a “tier III” support model that provides support for various operating system software. For companies that use very sensitive IT systems, “level III” is the ideal option. The three models of support are categorized according to the service scope and severity of problems.


The first two tiers are further subdivided into two categories. The first one is called “mediate support system” and is provided to the customers as soon as a problem occurs. Here, technicians from the technical support group to visit the site of the clients where the problem occurs. They explain the problem and suggest how to solve them. Here people are referred to as tech support technicians.


The second category is “Managed IT Services.” This is the opposite of immediate support system. Technicians from the managed services help desk team to visit the site of the client every now and then and offer their assistance. A short citation needed to be given to the staff of the management team when hiring them is “Tech Support Name,” which is the permanent reference to their identification.


The technicians employed by managed-services companies

are typically computer support experts. There are many benefits of employing these technicians. First, they are employed directly by the management team and so know all the ins and outs of every system. Second, they get to personally help the clients solve problems. The third benefit is that they are only hired when the client has already established an agreement with the service provider.


The other two tiers are divided into two more specific groups. The first is the “lightweight” or “limited local” support team. This is meant for small offices or local area because the staff can easily handle problems from a remote location. The second type is the “real time national” or “wide area” support team which is deployed for national or wide area businesses to provide efficient troubleshooting and support service.


  • If you are a service desk administrator, you will have a certain set of duties.
  • One duty of your support technicians is to investigate the cause of a problem.
  • After which, they should determine the appropriate action to resolve issues such as resolving glitches on the website or fixing glitches in a particular application.

Other duties include archiving data, testing upgrades, and creating reports.


Managed services companies are always looking for technical experts who can work under pressure. They can be call center administrators who are stationed at the customer’s location or remote sites. Some support companies also recruit full-time agents who can work across different time zones. Technical support technicians have various options in their career path.