What Is a Reliable IT Technician?

When an IT-related issue happens, it can stop you right in your tracks. Guess what, you’re not alone. IT problems can cause immense stress to an organization when it happens. Having a team of qualified IT technicians you trust to step in when an emergency arises can make all the difference.

If you’ve never worked with a talented team of IT professionals, you may think all IT techs are the same. The truth is, qualified IT technicians on your team can help ward off potential Cybercriminals and keep your technology running smoothly. We hear all the time: “My team is smart. They won’t click on any phishing emails.” Or, “Our business isn’t big enough to be hacked.” The truth is, all businesses are targets of opportunity and all systems need ongoing maintenance to operate securely and efficiently.

Soft Skills Vs. Technical Skills

A successful IT company focuses on customer service and technical excellence. Ask yourself – is your existing IT team competent in both of these areas? On one hand, it’s great to have a conversation with a technician that understands you, but if they can’t complete the job they came to do, what good is the service? On the flip side, it’s hard to interact with a technician that speaks in IT jargon you can’t understand. If you don’t know what you did to cause the issue, you’re opening the door for it to happen again.

At CMIT Solutions of Metrolina we know a combination of both soft and technical skills is vital for our technicians. When we build our team, we select and develop people with excellent soft skills and technical competence. We are a customer service company that is also technically excellent.

The best IT technicians should have the following characteristics:

  • Are driven to achieve positive outcomes for those they serve
  • Great work ethic
  • Excellent communication skills
  • Positive attitude
  • Customer service mindset
  • Empathy

Yes, technical skills are a given to get the job done. However, if a technician completes a job that leaves you dissatisfied, why would you want to work with them again?

A Display of Exemplary Customer Service

Let’s give a real life example. Susan had an issue with her computer. She called her IT team who immediately picked up the phone and asked her to explain the problem she was having. The technician didn’t interrupt her while she was talking and once Susan was done explaining the issue, the technician politely explained what could possibly be going wrong. During the explanation, the technician frequently checked in with Susan to make sure she understood what was being said.

After diagnosing the problem over the phone, the technician explained the next steps to ensure a solution. In this case, it required the technician to visit Susan’s office to work on her computer in person. The technician arrived at Susan’s office at exactly the time they said they would and solved the problem on-site. A couple of days later, the technician called Susan to follow up and to ensure the issues were resolved as well as make sure she was happy with the outcome.

How Are We Different?

“Effective teamwork begins and ends with communication.” – Mike Krzyzewski

At CMIT Solutions of Metrolina, we pride ourselves on building one-on-one connections with our clients. Our team is made up of a small, tightly-knit group of professionals. According to CMIT Solutions of Metrolina president, Emory Simmons, “at the beginning of every work day we start with a morning huddle where we talk through open tickets and problem solve together. Talking through both accomplishments and pain points helps us better understand our clients’ needs.” We are not only your IT partner, we are an extension of your team.

The same people who answer the phones are the ones making changes to your technology. Contact us today if you’re looking for an IT team that’s here for you from start to finish.

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