1. Technical Support
PC Repair and Troubleshooting

2. Technical Support
• refers to a range of services by which enterprises
provide assistance to users of technology
products
– Mobiles
– Computers
– Software
• attempt to help the user solve specific problems
with a product
• Via SMS, chat, email, phone, fax, forum, website,
or remote access

3. Remote PC Repair
• method for troubleshooting software related problems
via remote desktop connections
• Technicians use software that allows the technician to
access the user's desktop via the Internet.
• With the user's permission, the technician can take
control of the user's mouse and keyboard, transfer
various diagnostic and repair applications to the user's
desktop, run scans, install antivirus programs, etc.
• If the remote service permits it, the technician can
even reboot the PC and reconnect remotely to
continue his work without the user needing to assist.

4. Technical Support Common Activities
• installing and configuring computer hardware operating
systems and applications;
• monitoring and maintaining computer systems and
networks;
• talking staff/clients through a series of actions, either face
to face or over the telephone;
• troubleshooting system and network problems and
diagnosing and solving hardware/software faults;
• replacing parts as required;
• providing support, including procedural documentation;
• following diagrams and written instructions to repair a fault
or set up a system;

5. • supporting the roll-out of new applications;
• setting up new users’ accounts and profiles and dealing
with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral
to third parties, if appropriate);
• prioritising and managing many open cases at one time;
• rapidly establishing a good working relationship with
customers and other professionals (e.g., software
developers);
• testing and evaluating new technology;
• conducting electrical safety checks on computer equipment

6. Multi tiered technical support
• Technical support is often subdivided into tiers, or
levels, in order to better serve a business or
customer base
• The divisions of technicians is dependent on
– the technicians’ understanding of their level of
responsibility and commitments,
– their customer response time commitments,
– when to appropriately escalate an issue and to which
level
• A common support structure revolves around a
three-tiered technical support system

7. Tier 1 / Basic Support
• initial support level responsible for basic customer
issues
• gather the customer’s information and to determine
the customer’s issue by analysing the symptoms and
figuring out the underlying problem
• Once identification of the underlying problem is
established, the specialist can begin sorting through
the possible solutions available using some kind of
knowledge management tool
• 1st line support actually requires very good knowledge
of the products, terms and conditions offered by the
business rather than technical information itself

8. Tier 2 / Advance Support
• in-depth technical support level
• assists Tier I personnel solve basic technical problems
and investigates elevated issues by confirming the
validity of the problem and seeking for known
solutions related to these more complex issues
• review the work order to see what has already been
accomplished by the Tier I technician and how long the
technician has been working with the particular
customer
• If a problem is new and/or personnel from this group
cannot determine a solution, they are responsible for
raising this issue to the Tier III

9. Tier 3 / Expert Support
• highest level of support in a three-tiered technical support model responsible for
handling the most difficult or advanced problems
• responsible for not only assisting both Tier I and Tier II personnel, but with the
research and development of solutions to new or unknown issues
• reviewing the work order and assessing the time already spent with the customer
so that the work is prioritized and time management is sufficiently utilized
• Upon encountering new problems; they must first determine if they can solve the
problem and may require the customer’s contact information so that the
technician can have adequate time to troubleshoot the issue and find a solution
• an issue may be so problematic to the point where the product cannot be salvaged
and must be replaced. Extreme problems are also sent to the original developers
for in-depth analysis
• If it is determined that a problem can be solved, this group is responsible for
designing and developing one or more courses of action, evaluating each of these
courses in a test case environment, and implementing the best solution to the
problem. Once the solution is verified, it is delivered to the customer and made
available for future troubleshooting and analysis.