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Old 06-09-2016, 04:11 PM
 
Location: Los Angeles CA
1,637 posts, read 969,971 times
Reputation: 1047

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For anything like

Desktop Support
Help Desk Level 2
Computer Support Specialist Tier II
Or Service Desk II

What do employers expect you to be knowledgeable about in technical terms?
I am about to be interview for these positions pretty soon so I do want to know what knowledge is required for these positions and skills.
And when I say knowledge I mean technical knowledge ( not customer service skills)
I am currently reviewing the A+ and also the Enterprise Desktop Support Cert knowledge.
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Old 06-09-2016, 11:41 PM
 
9,979 posts, read 7,591,093 times
Reputation: 12852
Quote:
Originally Posted by CosmoStars View Post
For anything like

Desktop Support
Help Desk Level 2
Computer Support Specialist Tier II
Or Service Desk II

What do employers expect you to be knowledgeable about in technical terms?
I am about to be interview for these positions pretty soon so I do want to know what knowledge is required for these positions and skills.
And when I say knowledge I mean technical knowledge ( not customer service skills)
I am currently reviewing the A+ and also the Enterprise Desktop Support Cert knowledge.
You need to know one phrase.

"Have you tried turning it off and back on again?"
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Old 06-10-2016, 08:44 AM
 
Location: Cleveland, Ohio
11,849 posts, read 13,978,818 times
Reputation: 8083
Been doing some form of that type of job my entire life.

Quote:
Originally Posted by CosmoStars View Post
( not customer service skills)
There's nothing...not one thing...more important then that.

Generally speaking in most positions:
MS Office, Networking, MS server basics at the very least, wireless networking, printer/copier/mfp device knowledge, basic remote access principles, basic hardware knowledge, how to maintain computers, install/uninstall software properly, some basic registry knowledge, internet usage, how's your Google skills? (Everyone thinks they can search the internet well, no, it's not hard, but some people are a lot better then others...).

Everything else you need to know should be in the job description. Do some research on your own, read job descriptions on Monsters or Careerboard...

Quote:
Originally Posted by CosmoStars View Post
( not customer service skills)
There's nothing...not one thing...more important then that.

Quote:
Originally Posted by CosmoStars View Post
( not customer service skills)
There's nothing...not one thing...more important then that.

You can get a L1 Help Desk Job with little knowledge, a willingness to be trained and top notch cust service skills and do very very well.
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Old 06-10-2016, 10:15 AM
 
Location: Los Angeles CA
1,637 posts, read 969,971 times
Reputation: 1047
Quote:
Originally Posted by Peregrine View Post
Been doing some form of that type of job my entire life.



There's nothing...not one thing...more important then that.

Generally speaking in most positions:
MS Office, Networking, MS server basics at the very least, wireless networking, printer/copier/mfp device knowledge, basic remote access principles, basic hardware knowledge, how to maintain computers, install/uninstall software properly, some basic registry knowledge, internet usage, how's your Google skills? (Everyone thinks they can search the internet well, no, it's not hard, but some people are a lot better then others...).

Everything else you need to know should be in the job description. Do some research on your own, read job descriptions on Monsters or Careerboard...



There's nothing...not one thing...more important then that.



There's nothing...not one thing...more important then that.

You can get a L1 Help Desk Job with little knowledge, a willingness to be trained and top notch cust service skills and do very very well.
Oh no Don't get me wrong I know customer service skills is very important but right now I lack more technical skills then customer service skills so I am trying to improve my technical knowledge more right now.
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Old 06-10-2016, 12:33 PM
eok
 
6,684 posts, read 3,260,335 times
Reputation: 8472
The most important skill of a technical support / CSR person seems to be to feed the customer almost constant BS and find ways to make them believe it. If you were a lawyer, car salesman, or real estate agent, you would have to do that even more. So it's not an unusual skill to expect.
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Old 06-10-2016, 12:41 PM
 
Location: Los Angeles CA
1,637 posts, read 969,971 times
Reputation: 1047
Quote:
Originally Posted by eok View Post
The most important skill of a technical support / CSR person seems to be to feed the customer almost constant BS and find ways to make them believe it. If you were a lawyer, car salesman, or real estate agent, you would have to do that even more. So it's not an unusual skill to expect.
What about technical knowledge?
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Old 06-10-2016, 01:22 PM
eok
 
6,684 posts, read 3,260,335 times
Reputation: 8472
Quote:
Originally Posted by CosmoStars View Post
What about technical knowledge?
Whatever product they support, they have to spend years learning it to acquire enough technical knowledge to really be useful. In the meantime, BS is the number one skill.
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Old 06-10-2016, 01:33 PM
 
Location: Los Angeles CA
1,637 posts, read 969,971 times
Reputation: 1047
Quote:
Originally Posted by eok View Post
Whatever product they support, they have to spend years learning it to acquire enough technical knowledge to really be useful. In the meantime, BS is the number one skill.
Pretty much Bull****ting correct?
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Old 06-10-2016, 01:38 PM
 
Location: Cleveland, Ohio
11,849 posts, read 13,978,818 times
Reputation: 8083
Sounds like EOK has had a bad experience with a Help Desk. He's bitter...not correct. BS will get you nowhere in corporate...
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Old 06-10-2016, 01:42 PM
 
Location: Los Angeles CA
1,637 posts, read 969,971 times
Reputation: 1047
Quote:
Originally Posted by Peregrine View Post
Sounds like EOK has had a bad experience with a Help Desk. He's bitter...not correct. BS will get you nowhere in corporate...
In the Desktop Interview they have asked me like

What the NSLOOKUP do?
Describe a scenario where you working with a Co worker and you both agree on different things?
Also like how can you find a mac address?
How do you troubleshoot an IP conflict address or mapping a drive?
Things like that mostly I know what it means but I really don't do this kind of work every day at the help desk.
Any technical knowledge you recommend I should know for Desktop support?
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