Basic Skills Required for IT Support

Beside acquiring your IT Technical knowledge, it is also important that you must also pick up the other soft skills like communication, intra-personal and inter-personal skills.

Communication Skills

• Language Competence
• Body Language
• Active Listening

Technical Competency Skills

• Install and configure computer hardware operating systems like Microsoft Windows, Apple MacOS, Linus and applications like Microsoft Office, Adobe Acrobat
• Monitor and maintain computer systems and networks
• Communicate with staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• To troubleshoot system and network problems, diagnosing and solving hardware or software faults
• To replace parts for notebook, PC and Server
• To provide end user support
• Create procedural documentation
• To log in service ticket (in Zendesk)
• Create incident / security / IT Audit reports
• Followup diagrams (in Visio) and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Set up new users’ accounts and profiles and deal with password issues
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritise and manage multiple open helpdesk service ticket at one time
• Rapidly establish a good working relationship with customers and other professionals, such as software developers
• Test and evaluate new technology/products/services
• Develop security protection policies for firewall
• Configure VLAN for Switch
• Configure VPN for Firewall
• To perform security hardening for products/services
• To perform monthly security or audit checks on computer equipment.
• To setup/configure/troubleshoot Notebooks, PC and Servers

Intra Personal Skills

• Display Independence
• Ability to Learn and Share
• Friendly and Sociable
• Delivering Commitment and Excellence to Customer Service

Inter Personal Skills

• Ability to work as a team
• Showing Gratitude, Respect and Care to others