What is Tech Support?

 

Tech support or Technical Support in technical terms refers to services delivered by the entities or enterprises to the end users who utilize and implement technology products or services with respect to organizations. Tech support in general may be delivered through phone, live support, email, live chat or through website or other tools.

The three tiers of tech support services delivered by our company, Pranathi Software Solutions, are

• Enterprise IT help-desk support
• Enterprise business applications support
• Enterprise infrastructure support

1. Enterprise IT Help-desk Support:

The enterprise help-desk support is monitoring and maintaining the computer systems or the computer networks within an organization such as technical issues such as forgotten passwords or viruses attacked or any email issues. Then it is the role of IT to support people or employees to resolve and deliver the solution. IT Technical Support renders services like IT project management, on-site support, managed services and managed helped us.

Role of IT Technical Support:

• IT Technical Support team monitors, maintains and update all the computer systems and networks within an organization.
• Install, configure your computer systems
• Rectify hardware and software issues
• Solve technical issues
• Solve application issues

IT Technical Support engineer skills:

The basic skills required for any ID Technical Support engineer in any organization are

• Problem solving knowledge
• Technical knowledge
• Patience
• Communication skills
• Flexibility

2. Enterprise Business Applications Support:

Enterprise business applications support IT services are the operational processes required for the business enabled by the application support analyst within the related business processes.

When is support required?

Enterprise business applications support is required when there is a disruption in the back-end infrastructure or servers, but they handle the user traffic which results in the downtime.

• To handle the server maintenance
• Failure in report handling of application
• App crashes
• Failure in review related to logs of application
• Bugs reported

What does the application help-desk team do?

• Gathers the information related to the user’s issue and then analyses the cause of disruption, hence supports in resolving fastly.
• Provides basic support like filtering the desk calls and troubleshooting.
• Maintains the knowledge base.
• Delivers escalations to the related IT application support team.
• Generate reports

What does the application maintenance support team do?

• Fix the issue by investigating, troubleshooting and managing the core reason behind it
• Results configuration issues
• Result software installation issues
• Performs root cause analysis process
• Does maintenance and support

The application maintenance and support team provide services that are flexible and organized, which helps the organizations to improve their productivity and achieve goals in a quick, responsive way.

The services offered by the enterprise application management and support team include

• Enterprise application support
• Enterprise application maintenance
• Manage to services
• Instant solutions
• 24-by-7 service desks support
• Technical Support and operations
• Outsource IT support
• Customized application support
• Application optimization

3. Enterprise Infrastructure Support:

In the present scenarios, IT organizations may require and deliver enterprise infrastructure support services based on the requirements of changing technologies and processes which are controlled and governed by the best practices and mechanisms integrated within the processes.

• System administration and management: System administration and management services include basic system support like OS installations, up gradations, system monitoring, load balancing, cluster management, data migration, server processing and maintenance and configurations.
• Database administration: Database administration services covers database creation, database management, performance management, query management and tuning, database migration, backup and re-storing databases, providing data security, database auditing, avoiding database replication, fault tolerant support which ensures constant database consistency.
• Storage administration: Storage administration services include storage installations, provisions, managing host level task, optimization and utilization of storage capacity, migration issues.
• Backup and recovery: Backup and recovery covers designing enterprise backup strategy, implementation of back-up and recovery products, monitoring the performance of the backup infrastructure and maintaining migration backup infrastructure.
• Tools administration: Tools administration covers services like monitoring, raising the tickets and controlling the service management issues or products.
• Middle-ware administration: Built scripts required for automation of daily tasks, system integrations, managing security issues within the application server and web server, updating the versions, migrations, cluster configurations.
• Monitoring and Tracking: Continuous monitoring and tracking of all the technical and non-technical services delivered by the enterprise infrastructure that increases the performance and scalability of the enterprise products.

To know more information about us related to the enterprise tech support we deliver, please visit our website www.pranathiss.com