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tech insights (1.00)

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Doing technician work in-house (on the bench) and delivering tech services onsite (home-office or business network users) are two different worlds. So many techs that can do good bench work are completely incapable of doing onsites. Granted, onsites are many times more complicated. You are not simply diagnosing and repairing hardware or software problems. For onsites, you must also fully assess the many variables that impact productivity. The network needs proper mapping and testing, the computers on the network may need individual attention, other network devices and services may be malfunctioning, the router/gateway/wireless antennas may not be working properly. THEN, you must have a thorough dialog with the client, asking careful questions and listening intently to responses. Clients with network problems usually don’t know what the problems are… that is why they called you. You must be analytical, intuitive and sensitive. People need to open up on a personal level, so that you can understand the hurdles preventing this person from being productive and efficient with their technology. The average technician is not a people person. Being shy and introverted, they easily get lost in the world of technology (service techs and software programmers, too). They avoid clients, and frequently do not have highly evolved people skills. For a business owner and service provider that employes hardware techs and software developers, this offers a world of frustration. It requires being in constant contact with techs and clients, it requires managing psyches and expectations. Without someone who can intervene and oversee, the client relationship loses value, it dissolves and falls apart. Good technicians usually can’t also service the human relations aspect of the sale and delivery of technical services. It can be both satisfying and frustrating to the business owner or manager.

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