Responsibilities of a Support Specialist?

When first level support is contacted, they first collect customer data, such as name and contact. They also collect information about the customer's issue or concern and create a ticket / support entry.

This documentation should be as detailed as possible to ensure the best possible customer service and a smooth transfer of the request to the next level of support, if necessary.

High level support alone can solve a customer problem or problem. This can be done with your knowledge or by consulting external databases. The answers are often collected in a manual of frequently asked questions.

Larger help tables will have additional levels of support to handle more complex issues. As soon as a customer's request exceeds the level of knowledge or technical scope of the current support level, the concern goes to the next level. This means that if the first-level support technician cannot resolve the problem and needs more assistance, you can ask for more advice on second-level assistance.

In addition, first level support is responsible for providing accurate and up-to-date information on the company's products and services. In addition, they record events and problems and resolve them in the files.

In the event of in-depth questions, they monitor and update the status and information of customers and transmit their comments or suggestions to the appropriate internal team.

What are the daily activities and responsibilities of technical support?

• Accept initial requests by phone or email from customers

• Call / email activity log

• Manage support software or ticket system

• Solve and manage simple software, hardware, or network problems.

• Provide assistance with the company's products or services.

• Stay up to date with updates, changes within the company

• Search for questions on available resources (frequently asked questions manual)

• Delegate difficult problems to second level support

Also read : service desk outsourcing

What is an IT Service Desk?

What is an IT service desk?

The IT service desk aims to be a main point of participation between users and an IT organization. According to ITIL, the service desk is the only point of contact (SPOC) between the service provider (IT) and the users for daily activities. A typical service desk handles incidents (interruptions) and requests for assistance (ordinary service activities) along with the management of user communications for things like interruptions and scheduled changes to services. A service desk generally has a wide reach and is designed to provide the user with a unique place for all their IT needs. This leads the service desk to play a key role in facilitating the integration of business processes with the technological ecosystem and a broader service management infrastructure.

Where do IT services come from?

The role of the IT support service was born in the late 1980s as a support capability to solve IT problems. It was a highly technical feature focused on technology rather than end users. The first IT support services did not have the concept of SLA or time-based objectives for problem solving. It was only when ITIL entered the scene in the 1990s, capturing the best practices of IT service management, that the user-centered concept of the IT services table began to emerge. The service desk was considered an essential part of "IT management as a service".

In the mid-1990s, research conducted by Iain Middleton of Robert Gordon University found that the value was derived not only from a receptive response to user problems, but also from the unique position of the help desk for Communicate daily with numerous clients or employees. The information acquired about technical problems, user preferences and what satisfies users can be useful for planning and developing IT services.

With the release of ITIL v2 in 2001, the Service Desk function and its role in handling incidents and requests have become an important component of IT service operations in many organizations. As the decade continued, globalization coupled with increasing pressures to reduce IT operating costs have led many organizations to centralize IT service desk functions with many external support partners who have hired them. The outsourcing of IT service desk functions has led to greater standardization of processes and growth in the help desk ticket software market.

Modern technology trends, including cloud services, the widespread use of third-party components in the IT ecosystem and advances in detection and monitoring capabilities have led to the integration of independent support service ticket systems into more complete ITSM platforms which act as an operations center not only for the IT service desk, but for the entire IT function. As companies seek to modernize and move forward with digital transformation initiatives, the it help desk services

 is evolving again to focus more on the business, with greater awareness of business processes and data, in many cases becoming an integral part. the commercial operations of the companies.

Read More @ outsourced help desk services

What Exactly is a Network Administrator?

What does a network administrator do? A look behind the scenes

He has always had a solid understanding of how computers work and is his family's favorite place to deal with technological problems, including imaginary ones ("Have you ever tried to connect the printer before, mom?"). But now that it's time to start thinking about your professional future, it seems natural to consider a career in computer science. Under the aegis of IT roles, a particular role stands out: network administrator.

But what does a network administrator do? Despite his general technical knowledge, there are many things in this role that he may not be familiar with. In this article, we will provide you with a summary of this important behind-the-scenes technology position that allows companies and organizations to run smoothly.

what does a network engineer do on a daily basis? A network administrator is responsible for keeping an organization's computer network up to date and operating as expected. Any company or organization that uses multiple computers or software platforms needs a network administrator to coordinate and connect the different systems. It sounds pretty simple, but there is another common IT job title that can stumble: the system administrator.

So, is a network administrator the same as a system administrator?

In short, not really. But the lines can blur based on the working environment. Careers in IT can sometimes take a page from the rules of who the line is, anyway? Although this is clearly an exaggeration, in many smaller organizations, the terms "network administrator" and "system administrator" are often interchangeable as they cover the same activities. That being said, the differences between network and system administrators become much clearer in large organizations. The best way to distinguish between the two is to examine the type of work they do, so let's dive in.

Fiber Optic Technician Job Description

Technological advances and also the Internet, not only change the way we do things, but open up many opportunities. Today, examples of this innovation have revolutionized many industries around the world. One sector that has benefited greatly from changing technological trends and Internet connections is telecommunications. As far as opportunities are concerned, we now have fiber optic technicians working in companies operating in this sector.

A fiber optic technician is a professional working in the telecommunications sector. The main task of the technician is the installation and repair of fiber optic cables, a technology that uses cables and glass as a means of data transmission. Cables are useful for transporting TVs, telephones and Internet connections and are becoming popular due to their efficiency. This cable has the ability to carry more data than metal cables. They are also less sensitive to interference, are thinner, lighter and allow digital data transmission.

The task of fiber optic technicians

• Install, solve problems, and maintain the fiber optic system.
• Sensors can be made and optical inspection can be done.
• Measure signal strength to ensure adequate performance.
• Store the fiber optic cable under or under water and connect the space.
• Perform routine inspections of the optical fiber system and identify and repair defects.

Experience level - fiber optic cable technician salary

A basic fiber optic technician with less than a year's experience can expect to get an average total compensation (including tips, bonuses, and additional benefits) of $ 16.64 based on 47 salaries. A professional fiber optic technician with 1-4 years of experience generates a total compensation on average of $ 18.84, based on 349 salaries. A mid-career fiber optic technician with 5-9 years of experience generates a total compensation of $ 21.77 on average, based on 228 salaries. An experienced fiber optic technician with 10-19 years of experience generates a total compensation on average of $ 25.30 based on 168 salaries. At the end of the career (20 years or more), employees receive an average total compensation of $ 27.

Fiber Optics Technician or Premises Cabling Technician? Career Outlook

Two popular fiber optic courses are currently available: for local cabling technicians and fiber optic technicians. The two mentioned are the certifications that the Optical Fiber Association (FOA) offers to those who wish to succeed in the fiber optic sector.

If you are interested in having a career in fiber optics, read on!

Certified training course for fiber optic technician (CFOT)

For general fiber optic work, CFOT is the FOA certification program. You can do this training whenever you know how to use a computer and are fascinated by being a fiber optic technician. However, you can obtain certification by forming a FOA-approved school like Nexus. Once you complete the course, you will learn the knowledge, skills and abilities, also known as KSA, in fiber optics. You can then use these KSAs to work in areas related to the installation or maintenance of the fiber optic cable.

Keep in mind that CFOTs are generally involved in the telecommunications sector. They carry out work related to applications that depend on fiber optic cables such as those that provide Internet and telephone for residential and commercial areas. They are also the ones that solve problems every time connection problems occur. In addition to these, they also promote other commercial services and ensure customer satisfaction.

Customers in the European Union and Australia pay the highest salaries for fiber optic technicians. Do you know that a basic level fiber optic technician with up to three years of experience can earn around $ 30,000 a year? On the other hand, a veteran technology that has been in the field for almost a decade generally earns an annual salary of up to $ 70,000.

Certified Premises Cabling Technician (CPCT)

FOA's CPCT certification is in line with the activities involved in the cabling networks of the structures. The wiring of the structures is usually the private infrastructure or the wiring used in schools that are used in local computer networks (LAN), in security systems (CCTV and alarms), (DAS for mobile phones and Wi-Fi) such as other applications

To be a local wiring technician, you are qualified to take this course if you have computer skills and are interested in being a local wiring technician. After completing the program, you will be well informed with the necessary skills for cabling facilities and communication networks.

According to the FOA, the CPCT course also provides an excellent understanding of the activities required for IT or security personnel, such as the operations of facility cabling networks. In addition, the technicians who perform these tasks receive work as contractors and are responsible for maintaining the wiring of the structures.

Your fiber optic cable certification can help you outperform the competition and gain benefits like:

• Get that dream job abroad
• Earn a high salary in the telecommunications sector and other related sectors.
• Use international certification to get more points in the immigration application worldwide.

What you need to install fiber optic Internet

Fiber-optic Internet is a relatively new technology, but it is rapidly gaining its fair share of the market. Although fiber connections are not yet widely available, the potential speed and reliability of the network make it a strong competitor. Fiber optic cables are cheaper, weigh less and are easier to maintain than standard cable lines, making this new technology the best choice for service providers. If you're thinking about switching to fiber optic Internet, but aren't sure what to expect from the installation, read on to learn more about the optic cable installers process and the benefits.

fiber optic modems:

The fiber optic Internet connection of the equipment is not managed by traditional copper cables. Instead, data is transmitted as small beams of light, allowing information to move faster and faster than ever. Since the system is substantially different from other networks on the Internet, some new equipment will be needed to set up a fiber optic connection. First, you will need a fiber optic cable. If the chosen service offers fiber in place (FTTP), the installers will route the cable directly to your home. The cable will be routed to the terminal connector to connect the network to your home. If, on the other hand, your provider offers fiber to the node (FTTN), the fiber optic cable will end up in a nearby external hub and the final distance from the hub to your home will be made with traditional cable / DSL lines. For FTTP services, you will also need a new modem. Traditional DSL and cable modems do not work with fiber Internet, as the signal translation is different. Instead of transmitting analog signals to digital signals, such as a traditional modem, a fiber optic modem - sometimes called an optical network terminal (ONT) - converts light signals into digital signals. In this sense, the modem acts as a bridge, with its fiber optic connection at one end and an Ethernet port at the other. Finally, if your fiber services are faster than your old connection, you may need to invest in a new wireless router that can keep up with the requested speeds. 

Most vendors include the necessary equipment in their service installation packages, but it is a good idea to check the details in advance. Some providers charge monthly router rental fees, for example, so we recommend checking which devices you can buy. The process The first step is to ensure that your area can receive fiber optic assistance. Any Internet service provider (ISP) should be able to provide this information and inform you of which plans are available at your location. After verifying that you can receive fiber optic services, plan your installation. Remember that installation times and costs may vary, depending on the current layout of your home. If your home already has an established fiber optic connection, installation will be much easier. Homes without a current fiber network, however, will need to have new lines to obtain fiber services. Fiber optic lines can be connected at home or by plane - along telephone poles - or underground. While most aerial installations can be carried out on the same day, an underground installation requires excavation and can take a little longer. Once the line is established, the technician will install the modem / terminal as the connection point for the fiber optic cable. This terminal can vary in size, but most are about 7 cm high and 3 cm wide. It can be mounted indoors - usually in a garage or basement - or outdoors. When the terminal is operational, you can connect to the wireless router and configure the Wi-Fi network.

Your technician will also be able to run new Ethernet lines and ports on your walls, allowing for greater direct access to the network. Remember that since drilling and digging may be necessary to install the fiber optic network, you will need a clean workspace for your technician. If you are currently renting your home, it is a good idea to obtain written consent from the owner before starting. The reward In general, installing a fiber optic network can be fairly simple, as long as you are close to a vendor's network and have space for the equipment. Most internet service providers offer some different fiber optic packages and can install the network professionally for you. Fiber-optic Internet is one of the fastest connection types available; so if you need high speed, low latency and an overall reliable connection, the installation is definitely worth it.

Fiber Optic Technicians Career Outlook & Types of FOA certification

Fiber optic technicians are essential for broadband communication operations by installing cables that send information over long distances. Optical fiber functions by converting information into light that moves very fast until it reaches its destination and then turns into data when it reaches its destination.

Most of the work carried out by optical fiber engineers is maintenance and problem solving. If you have the ability to find and solve problems, networks, IT or work with tools, these skills will be useful during the application. Sometimes technicians have to work in bad weather, on pillars or under the house and in the last room. If nothing bothers you, you might become a fiber optic technician. Fiber optic technicians need to feel comfortable working in confined spaces, using stairs and handling heavy equipment.

Technicians often know the communities where they work very well and are good friends and have good relationships. Seeing the same group of clients often creates a pleasant work environment and a pleasant experience. If you like client-friendly meetings, the job might be for you.

Type of FOA certification

FOA offers industry certification (IBC), which means it is based on third-party exams, administered and accredited and developed by the private sector. IBC is more valuable than popular DIY education or online education, because the standards are set by the authorities and are based on proven skills. FOA offers two basic certifications for fiber optic technicians, along with special certifications:

CFOT: Certified fiber optic technician shows that you have general knowledge about fiber optics that can be applied in almost all situations.

CPCT: The certification of the cable technician from a certified installation demonstrates the competence in fiber, copper and wireless installations in buildings and campus networks. This certification is recommended for those who work in corporate networks (LANs) and creates security and administration systems.

CFOS: certified fiber optic specialists and fall into two categories: skills and applications. The competency-based certification focuses on fiber optic cable installation and testing, while application-based certification focuses on specific applications of fiber optic cables.

Fiber optic tech Salary based on Experience levels:

A fiber optic technician with less than a year's experience can expect to get an average total compensation (including tips, bonuses, and overtime) of $ 16.64 based on 47 salaries. An Fiber Optic technician who started his career with 1-4 years of experience produced an average total compensation of $ 18.84, based on 349 salaries. The average fiber optic technicians with 5-9 years of experience generate a total average compensation of $ 21.77 based on 228 salaries. Experienced fiber optic technicians with 10-19 years of experience generate an average total compensation of $ 25.30 based on 168 salaries. At the end of the career (over 20 years), the employees receive a total compensation of an average of $27

Power Line Installers and Repairers Duties

Line installers and repairers, also known as line workers, install or repair electrical power systems and telecommunications cables, including fiber optics.

Duties -

Power line installers and repairers generally do the following:

• Install, maintain or repair power lines that move electricity
• Identify defective devices, voltage regulators, transformers and switches.
• Inspect and test power lines and auxiliary equipment.
• Chain the power lines between poles, towers and buildings.
• Scale poles and transmission towers and use truck-mounted buckets to reach the equipment
• Use electrical equipment when installing and repairing poles, towers and lines
• Driving work vehicles to workplaces.
• Follow safety standards and procedures.

Telecommunication line installers and repairers generally do the following:

• Install, maintain or repair telecommunication equipment.
• Inspect or test lines or cables
• Place the underground cable, including fiber optic lines, directly in the trenches
• Pull the wires into the underground conduit.
• Install overhead cables, even on lakes or rivers.
• Operate electrical equipment during installation and repair of poles, towers and lines
• Drive work vehicles to work sites.
• Configure customer service

A complex network of cables and physical power lines provides consumers with electricity, fixed telephone communications, cable television and Internet access. Line installers and repairers, also known as line workers, are responsible for the installation and maintenance of these networks.

Line installers and repairers can specialize in different areas depending on the type of network and the sector in which they work:

Power line installers and repairers install and maintain the electricity grid, the electricity grid that moves electricity from generation plants to customers. They usually work with high voltage electricity, which requires extreme caution. Electricity can range from hundreds of thousands of volts for the long distance transmission lines that make up the electricity network to less than 10,000 volts for distribution lines that supply electricity to homes and businesses.

Line workers who maintain the work of the interstate power grid on equipment that travels to locations in a large region to serve transmission lines and towers. Workers employed by local public services work primarily with low voltage distribution lines, maintaining equipment such as transformers, voltage regulators and switches. They can also work on traffic lights and street lamps.

Telecommunications line installers and repairers install and maintain the lines and cables used by network communications companies. Depending on the service provided, local and long distance telephone, cable television or Internet, telecommunications companies use different types of cables, including fiber optic cables. Unlike metal cables that carry electricity, fiber optic cables are made of glass and transmit signals with light. Working with optical fibers requires special skills, such as the ability to splice and terminate optical cables. In addition, workers use specialized equipment to test and solve network and cable problems.

As these systems are complicated, many line operators are also specialized in the service:

Line installers install a new cable. They can work for construction contractors, public services or telecommunications companies. Workers generally start a new job by digging underground trenches or building poles and towers to transport wires and cables. They use a variety of construction equipment, including excavation towers, which are trucks equipped with augers and cranes that are used to dig holes in the ground and place the posts in place. Line installers also use trenchers, plows and directional drilling machines, which are used to cut openings in the ground to lay underground cables. When the poles, towers, tunnels or ditches are ready, the workers install the new cable.

Line repairers are employed by utilities and telecommunications companies that maintain existing power and telecommunications lines. Maintenance needs can be identified in several ways, including remote monitoring, aerial inspections and customer service interruption reports. Line repairers often have to replace obsolete or obsolete equipment, so many of these workers have installation activities in addition to their repair activities.

When a problem is reported, line repairers must identify the cause and resolve it. This generally involves diagnostic tests with specialized equipment and repair work. To work on poles, line installers generally use trucks with a bucket to climb to the top of the structure, although all workers on the line must have experience climbing poles and towers when necessary. Workers use special safety devices to prevent them from falling while climbing poles and towers. Storms and other natural disasters can cause significant damage to power lines. In the event of a power outage, line repairers must work quickly to restore customer support.

Also read : fiber optic jobs near me

What Does a Fiber Optic Technician Do? How Do You Become a Fiber Optic Technician

What is a fiber optic engineer?

A fiber optic engineer is a telecommunications professional who specializes in the design of fiber optic networks. As an optical fiber engineer, you will be responsible for evaluating the current network, discerning the needs of the customer or the municipality and designing a solution to these challenges, using your experience and knowledge in optical fiber. You must have a high level of knowledge and experience with optical fibers and have exceptional skills to solve problems in this career.

What does a fiber optic technician do?

As a fiber optic technician or fiber optic network technician, you are responsible for installing and maintaining fiber optic networks. Optical fibers are used to transfer data for various purposes, such as telephone, cable television and Internet. Fiber optic technicians work in commercial and residential environments, installing new fiber optic lines and repairing existing networks. You may also be responsible for installing equipment, such as modems, or helping customers create email accounts.

How do you become a fiber optic technician?

Technically, formal education beyond high school is not required to be a fiber optics technician. However, specific skills and qualifications may be required for certain jobs. Many employers prefer candidates with certifications or a degree (associate or degree) in fiber optic communications. You can enroll in a technical or vocational school program to learn about optical fibers and networks in a relatively short period. If you wish, you can request certification as an installer. This can increase your chances of getting a job in this career.

What is fiber optic technology used for?

Fiber optic or fiber optic technology is used to transfer all types of electronic data. Again, this type of network can provide telephone services, television services and high-speed Internet. As more and more people use technology for multiple services, the demand for high-speed services increases; Optical fibers satisfy this need with the help of technicians.

What does a fiber splicing technician do?

A fiber splicing technician, or line technician, is a line technician specializing in the installation and repair of fiber optic lines. In this race, you will be responsible for joining the new lines in the network of the network, installing them on the surface in posts or subway and repairing the existing lines. You will work on the main lines of the network, not in residences or offices. Fiber bonding technicians generally work outdoors.