What does a tech really need to know?

[altrenda]

Main thing might be to be proficient with Google.

Sorry, but this is total BS.
Google is a tool, a powerful tool, but one of many that we use. Like any powerful tool, in the wrong hands it can cause problems.

Any monkey can Google something, but how do you know which of the hundreds of answers is correct, or the best way?

A customer of mine forgot his password for his Filevault encryption on his Mac. He Googled for an answer and found something on the Apple Forum that gave him detailed instructions. Followed them to the letter and the process wiped out the Filevault, including all the data, and set up a new empty one, just as the instructions told it to do. He blindly did something that he had no idea what it was doing.

One of the reasons that Break/Fix is dying as a way to make a real living is that the cost of entry is low, anyone who has "been working with computers since they were 5 years old" thinks they can set up shop, Google for some answers and some free tools and they are a Tech. A lot of times they get by, but as soon as they get in over their head, they go to Google and find Technibble.

 

[ohio_grad_06]

Ok why the bashing? Just gave an opinion. No reason to be all high and mighty about it, we all start at the bottom.

Me, sure I started playing with computers at 5(old commodore 64), got into PC's and building them when I was a teenager, and helping dad set up projection/multimedia systems.

Later on, I went to college and got my Bachelor's of science in communications(IT), sure I learned concepts, but most of what I know was because I sat down and played with things. You are right google is a tool, but you do indeed need to be proficient and have some idea what you are looking for. However, if you have little or no idea about computers, agreed, you can cause yourself more issues. So I would say yes, you need to have some idea what you are looking at when you are searching for answers then you can at least make an educated guess. How do you know when one answer is right, sometimes I find personally if I have no clue that if at least a couple of sites agree, then I'm probably on the right road. Google and technibble are great ways to learn. Do you know everything about IT? I sure don't, and not only do I have my bachelor's, I used to work in a school system before they downsized, was apple certified while there for 2.5 years, have worked corporate IT as helpdesk/network admin as well. Sure I'm only 33 so I may not have your experience, and I don't know everything there is to know, but does anyone here? If you think you do, you may soon find yourself in over your head. You have to be willing to learn and know if you are in over your head so you can study or call in someone who has more experience so you don't mess things up. I am far from knowing everything I wish I knew, but that's just me. But that's why it's nice to have places like this to learn. I'd be willing to guess most guys here had to do the same.

 

[altrenda]

Whoa, calm down, I wasn't bashing you, only your comment that the main thing a tech needs to know is how to use Google.

The problem is, too many customers feel the same way, and under value our knowledge and experience. And too many wannabes think they can Google the name of a virus, go to Bleeping Computer, download some free tools, and they are now a tech.

In no way do I think I know everything or even most things. That's why I come here. The knowledge and experience of some of the members is humbling, and I learn something that makes me better and makes me more money almost every day.

I'm looking to hire a tech, and if someone with your background came to me and said their number one skill was how to use Google, I'd keep looking.

 

[ohio_grad_06]

It's all good. Naturally their first skill should not be that. You do need a basic understanding, but you also need the ability to be able to find answers that may not be really apparent might be the better way to say it.

It's rewarding to work for yourself anyway. If people don't like the way I do things they are free to go to another tech.

 

[gavinsane]

Don't forget about customer relations. If we can't deal with people all of our technical skillsets are useless.

THIS! As frustrating as it can be, residential is still the majority of my work. As a technician, you need to be able to effectively communicate, what's wrong and why to someone who is not technically minded. This can be challenging at times, but it is essential to continuing business and building client trust.

 

[ohio_grad_06]

Yep. It's rewarding when a client sees how much better their machine runs and tells you next time they need anything they are calling you.

 

[mm201]

Just to add my $0.02 worth to a lot of really good information.

Self evaluation, the ability to assess what has been done and take an honest look at what did and didn't work is vitally important. My skill set is continually growing and I'm sure that there will be plenty of mistakes made along the way. If I don't recognize them and take corrective measures then I'll never realize their value.

 

[carrcomp]

Just to add my $0.05 (they don't make pennies here anymore), as much as it's important to have a tech that knows how to handle customers, I think it's more important to keep your technicians working with their strengths, and it's your job to make sure you have the right techs for what you need them to do.

Also, often it's cheaper to have an assistant to be the first point to contact, so that you can filter the customers in the first place, and keep your technicians focused.

 

[cypress]

Yep. It's rewarding when a client sees how much better their machine runs and tells you next time they need anything they are calling you.

Nothing better than that. Seperate yourself from the pretender to the contenders. lol

 

[glennd]

I joke about this a bit, but I'm also serious when i suggest that computer techs should take a course in trauma counselling.

 

[carrcomp]

You joke ... but sometimes it helps.

Nothing leaves a bad taste in someone's mouth than losing all of their data (no matter whose fault it is), but if you handle the situation right they'll still call you next time they need something.

 

[TechPJC]

bollocks...

 

[Altster]

I think that the easiest answer to the question posted by the OP would be....

More than the customer / client! Of course the tech needs to know what questions to ask. But he needs to know more or at least show that he / she knows more than his / her client.

 

[ohio_grad_06]

Yep. Another biggie is people skills. You have to be patient with people. We can't please every person, but I figure that if I can please 75% of people most of the time then I'm not doing bad.