Help desk Skills and responsibilities

Help desk Skills and responsibilities

The typical daily activities and skills required by IT help desk technicians are as follows. Helpdesk technicians:

• Diagnose computer errors and provide technical support.
• Solve software, hardware, and network problems.
• Train end users on how to configure and use new technologies.
• Back up and restore an organization's files and data systems.
• Install, configure and update PC software and operating systems.
• Clean and repair computer equipment, such as keyboards and printers.
• Remote IT support technicians provide technical assistance over the phone or online.

Remote support technicians often use specialized support software to take control of end-user computers for troubleshooting, diagnosing, and solving complex problems.

What does technical support do?

The high-level support service is the service of a company responsible for providing assistance and advice on matters relating to the company's products and services. They are most often found in the IT and IT sectors. They provide assistance by phone, email or through an internal ticket system. Learn more about the role, activities and how to become a helpdesk technician!

Technical salary service

Average salary per help desk technician (USA): $ 46,000

Also read : outsourced help desk

What Does The Help Desk Mean?

what is help desk ?A help desk, in the context of IT, is a department within an organization that is responsible for answering the technical questions of its users. Most major IT companies have created help tables to answer their customers' questions. Questions and their answers are generally transferred via email, phone, website or online chat. In addition, there are internal help tables designed to offer the same form of help, but only for employees within the organization.

A standard help desk offers users a single point of contact for assistance. Typically, support tables handle requests through the use of help desk software or problem tracking system, which allows help desk operators to track user requests using a unique identifier, to easily find common query solutions, prioritizing cases, etc.

The larger help tables use different levels to handle different types of questions. The first level is generally set up to answer common questions or offer answers that generally belong to a knowledge base or frequently asked questions. If help desk technicians are unable to solve the problem on the first level, the problem is transferred to the second level, which will typically have better trained staff capable of handling more complex queries. Organizations can also use a third tier, a group that generally manages specific software requirements, such as bug fixes and updates that have a direct impact on larger customers.

Some standard titles associated with the help desk include the IT Response Center, the IT Support Center, the Information Center, the IT Solutions Center, the Customer Support Center, the Technical Support Center, the Resource Center, etc.

IT Help Desk Certifications

Marketable certifications for technical support technicians and IT support professionals may include the following:

• CompTIA A + certification
• CompTIA network + certification
• CompTIA security + certification
• MCSA: Windows 10
• MCSE: desktop infrastructure

Read more : help desk outsourcing

What does network administrator Do?

A network administrator is an IT expert who manages an organization's network. The network administrator must have a high level of technological knowledge and is generally the highest level of technical staff within a given organization. Network administrators maintain operational networks and monitor functions and operations within the network.

what does a network administrator do ? A network administrator is responsible for installing, maintaining and updating any software or hardware necessary to efficiently manage a computer network. The IT or IT network can be extended to a local network, a large area, Internet and Intranet.

The network administrator generally has a higher level of information technology and information technology. Administrators also usually acquire certificates related to the network or receive high-level training related to the specific software or hardware included in the network. This allows the network administrator to quickly take control of new network additions or even create a new network completely from scratch. Network management certificates are offered by organizations known as Microsoft, Cisco, Redhat and Juniper.

Network administrators rarely participate in direct user support, such as help desk activities. Instead, they engage in high-level technological support, such as the maintenance of network hardware and software equipment and monitoring equipment to ensure the overall operations of the network. Network addresses are often assigned through the network administrator. In addition, network administrators configure the authorization and authentication of individuals or groups that access network resources.

Network administrators can also technically participate in the administration and maintenance of desktop computers, servers, printers, switches, routers, firewalls, software implementations, security updates, VPN gateways, file servers, intrusion detection systems and a wide range of additional technologies associated with both software and hardware within the network.

Fiber Optic Technician Certifications

Certification programs for cable and broadband technology can be completed relatively quickly. The typical program consists of approximately 25 credit hours, less than half of the requirements for the related qualifications. These courses include practical demonstrations of the necessary skills, such as testing and maintenance of cables, introduction of standard communication principles and other technical skills necessary for the proper installation of communication equipment.

The certifications obtained through these programs include the following certificates:

• Certified Fiber Optic Technician (FOT)
• Certified Fiber Optic Designer (FOD)
• Certification of the data cable provider (DCIC)
• Certified professional for fiber optic installations (MFOI)

The best certification for an employee depends on the technical position they require, but in general, a certified fiber optic technician (FOT) is an excellent entry certification for the initial technology. This requires FOI certification from the Association of Electronic Technicians (ETA), but it is the fundamental basis of a career in the installation and maintenance of optical fibers. This course includes a certification exam on the last day of the course and is a simplified way of obtaining certification.

The advantages of optical fiber certification

In almost all cases, the certification of the Association of Electronic Technicians (ETA) is a great advantage for those looking for a career in the optical fiber sector. The benefits of obtaining certification are almost as diverse as the professional careers in the sector and include:

Recognized as the best. ETA uses the competency standards adopted by the international community for certification exams and maintains membership of the International Certification Accreditation Committee. ICAC examines the programs of its members in a five-year program to ensure that they have been updated with industry developments and continue to meet the highest standards. In addition, a feasibility study conducted by the National Council for Competence Standards has established that the electronic certification program ETA is one of the best certifications available in the industry. Entrepreneurs who see ETA fiber optic certification in their CVs tend to recognize it as a sign of quality training and expertise in the industry.

Opportunity to dominate. Each certification exam is reviewed (at least) each year by a group of subject matter experts, educators, representatives of various national associations and ETA staff to ensure that the material contained in the exam is up to date and meets industry standards. . . Candidates receiving certification can be sure that the knowledge they demonstrate reflects the best understanding of their industry that the industry has to offer.

Fair and objective evaluation. ETA strives to maintain its fiber-optic certification program without distortion, for any supplier or product or for candidates for demographic certification. The programs offered by ETA comply with anti-discrimination rules and civil rights.

Read More  : cfot salary

Benefits of Earning a Fiber Optics Certification

Each year, our world becomes increasingly dependent on data and our ability to transmit it. There are few aspects of modern life that electronics and information technology do not touch or shape: from the world of business and finance, to communication and social entertainment, to government, military and scientific exploration. In a very real sense, the fabric of our society is woven with a fiber optic cable. The ability to design, install, maintain and use this technology is essential to support our technology-centered culture, both now and in the future.

Job opportunities for fiber optic technicians

Salary for fiber optic installers repairers Since the need for fiber optic data transmission is so widespread, the career opportunities in fiber optic are diverse. Depending on your area of ​​expertise and other training, a certified fiber optic technician can find work as a line installer, work outdoors in log wells or on top of utility poles or perform installation and troubleshooting in homes and customer sites. According to the Bureau of Labor Statistics (BLS), workers who install and repair telecommunications lines have earned an average annual salary of $ 54,450, as of May 2014. Line workers are also more likely than the means of work to Get the job. Union Membership

The Fiber Optic Association (FOA), an international nonprofit company for fiber optic professionals, also declares that full-time workers in these positions receive generous compensation packages as part of their compensation. The sector also continues to request qualified and certified personnel capable of designing fiber optic systems and local networks, which would then be installed and managed by other workers in the fiber optic sector.

The Benefits of Being Fiber Optics Certified

In almost all cases, the certification of the Association of Electronic Technicians (ETA) represents a substantial advantage for those looking for a career in the fiber optic sector. The benefits of obtaining certification are almost as varied as possible in professional careers in the sector and include:

Be recognized as the best. ETA uses the standards of competence drawn from the international community for certification exams and maintains its membership of the International Certification Accreditation Council. ICAC reviews its members' programs in a five-year program to ensure that they have been updated with industry developments and continue to meet the highest standards. In addition, a feasibility study conducted by the National Skills Standards Board determined that ETA electronic certification programs were among the best certifications available in the industry. Employers who see an ETA fiber optic certification in their resume are likely to recognize it as a sign of quality training and expertise in the industry.

The opportunity to dominate. Each certification exam is reviewed (at least) every year by a group of subject matter experts, educators, representatives of various national associations and ETA staff members to ensure that the material contained in the exams is up to date and meets industry standards. Candidates who receive certification can be confident that the knowledge they demonstrate reflects the best understanding of their industry that the industry has to offer.

A fair and objective evaluation. ETA works to keep its fiber optics certification programs free from distortion, against any supplier or product or against any candidate for demographic certification. The programs offered by ETA comply with anti-discrimination and civil rights rules.

Understanding Fiber Optic Communications

Fiber optic connections are the communication paths between devices. A link is bidirectional, usually with signals transmitted in two directions over two different fibers. The use of two fibers is generally the most economical way, since the same optical fiber is now cheap as the kite cable and the fishing line! (FTTx PON systems use bidirectional fiber so you can use a PON coupler that transmits and receives at a lower cost to the system.) The link connects electronic signals from two devices that need to communicate, such as a copper cable. The link has a transmitter that converts electronic signals from the communication equipment to optics and a receiver that converts the signal to electronic components at the other end.

Fiber optic transmitters use LEDs or semiconductor lasers to convert electronic signals to optical signals. LEDs, similar to those used everywhere for indicators, except for transmission in the infrared region beyond human perception, are used for slower connections, up to 100 million bits per second (Mb / s), for example , LAN Fast Ethernet. The fastest connections use infrared semiconductor lasers because they have a higher bandwidth, up to tens of billions of bits per second (Gb / s). Lasers have more power and can also increase lengths, as in applications of external systems, such as long-distance telecommunications or CATV.

As noted, transmitters use infrared light. Infrared light has less fiber loss, allowing for longer cables. In general, multimode glass fibers use light at 850 nm, called "short wavelength" and single-mode fiber operates at 1310, 1470 or 1550 nm, called "long wavelength".

Since the light transmitted through the optical fiber is beyond the reach of human vision, it is not possible to look at the end of a fiber and know if light is present. In fact, since some connections carry high power, looking at the end of the fiber, especially with a microscope that concentrates all the light in the eye, can be dangerous. Before visually examining a fiber, always check with a power meter to make sure there is no light, unless you know that the far end of the fiber is disconnected and use a microscope equipped with a laser filter.

At the end of the receiver, a photodiode converts light into electric current. The photodiodes must match the type of transmitter, wavelength, power level and bit rate, in addition to the size of the fiber to optimize performance. It is the receiver that determines the performance of the connection, since it needs adequate power to receive data reliably. Receivers have a certain amount of internal noise which can interfere with reception if the signal is low; therefore, the intensity of the optical signal on the receiver must be at a minimum.

The energy in the receiver is determined by the amount of light connected to the fiber by the transmitter, decreased by the loss in the installation of the fiber optic cable. The installer will check the losses of the cable installation after construction, comparing it with a loss calculated from the typical values ​​of the components called "loss budget". The transmitter power can be measured when the network equipment is installed using a connection cable connected to the transmitter.

The networks adapt the generic fiber optic link described above to the needs of a specific network. An Ethernet link will be optimized for the bit rate and protocol of the version of Ethernet to be used, for example Gigabit Ethernet. Video connections can be analog or digital, depending on the camera, and can include camera controls in one direction and video in the other. Industrial connections can be based on RS-232 or RS-422 protocols.

Most computer or telecommunications networks have adopted standards for fiber optic transmission, as well as copper and wireless cables. However, sometimes the user has equipment with copper interfaces, but wants to use fiber. So that they can use fiber optic media converters, which do exactly what the name suggests. Media converters will be converted from one medium to another, usually covering UTP over optical fiber, coax over optical fiber or multimode over single mode fiber. Media converters are like transmitters and receivers, as they need to be specified for specific network applications to ensure proper operation in that application.

As there are many types of connections, it is impossible to generalize the characteristics of fiber optic connections, but on the FOA website there is a table that details most of the standard networks. When designing or installing fiber optic cables, the contractor can design according to the cabling standards, which allows use with any network or communication system designed for these standards or for a specific network, which allows for optimization cabling of the system. If the actual network for the use of fiber optic cables is unknown, the best plan is to design, install and test the cable system based on standardized specifications for fiber optic components, rather than specific network needs.

Also read : fiber optic jobs salary

Is Fiber Network Technician a Good Career Choice?

Fiber network technicians connect cables, Internet, telephones and other telecommunications equipment to various service providers. They work in residential homes, schools, businesses and more, maintaining and repairing installed cables as necessary to make them work properly. Since some fiber optic cables are located outside buildings, these professionals may have to climb stairs or use other methods to access high places to do their job, as well as to work in any weather. Driving is another important skill that you must have, since most installers use a company vehicle for transportation between different jobs. See the following diagram for an overview of how to access this field.

What does a fiber network technician do?

Fiber network technicians, also known as fiber network technicians and fiber optic network technicians, generally work for cable companies and Internet service providers. I would like to use fiber optic materials to connect customers to the Internet and install cable and telephone services. It may be necessary to install, maintain and repair fiber optic materials in homes, businesses and schools, working directly with customers to ensure their satisfaction. Technicians also set up routers and email accounts, as well as install the relevant software.

Are there any special requirements?

If you are considering this career, you must have excellent customer service skills and the ability to work in physically demanding conditions. You can expect to spend a lot of time working outdoors and you should feel comfortable climbing stairs and lifting heavy objects.

What Education Do I Need? While some companies hire fiber network technicians who have higher degrees, you may want to improve your employability with a university education. If you are thinking of enrolling in an educational program, you can choose between different certification options and degree courses. Some colleges in the community offer certification programs that can prepare you for certification of fiber optic technicians. Other options are an associate degree in telecommunication technology or a degree in telecommunication engineering. Although relatively rare, some schools offer degrees in networks and telecommunications.

If you want to get a job within a year, a certification program may be the best way to start your career. However, completing an associate's degree or degree program will increase your chances of finding a good job. Both degree programs will teach you cable systems, networks, data communications and wireless communications.

What About Certification? Many telecommunications companies are looking for technicians of fiber networks with technical certification. The Association of Electronic Technicians (ETA) offers more than 80 certifications, including the designation of the fiber optic installer (FOI), which is the first certification necessary to begin creating industry credentials (www.eta-i. Org). After obtaining the FOI designation, you can take the 3-day ETA course and the exam that leads to the designation of the Fiber Optic Technician (FOT). Certification can also be obtained through the Optical Fiber Association (FOA), which offers the designation of the Certified Optical Fiber Technician (CFOT) (www.thefoa.org).

How much money can I earn?

According to the United States Bureau of Labor Statistics. UU. (BLS), fiber network technicians are classified as installers and repairers of telecommunications lines (www.bls.gov). In 2018, BLS reported that jobs in this profession are expected to grow 4% between 2018-2028. The BLS also reported that the average annual salary for an installer and repairer of telecommunications lines was $ 58,280 in 2018.

Do You Want a Career in The Fiber Optic Sector?

Optical fibers play an important role in the infrastructure that manages much of the world's connectivity. We all need the Internet and fiber optic is one of the fastest means of transport for information and telecommunications. Therefore, fiber optic technicians and engineers are in great demand at this time and expect careers in all types of industries.

If you have dreamed of a career in the fiber optic sector, now is the time to enter. At the moment, fiber optic offers many rewarding opportunities with different types of companies, from Internet service providers that provide broadband communications, to medical device manufacturers and military operations. Fiber optic cable is used in hundreds of industries worldwide.

Depending on the industry and the company, fiber optic engineers earn a good and stable salary with an average of approximately $ 55,000 a year. If you join a good company and the work is more complex and detailed, this figure will increase. There are tons of great benefits when working with fiber. An extraordinary thing is that you don't need a high-level university diploma, but only a specialized experience. You can gain a lot of experience as an apprentice with an experienced engineer for 3-5 years before starting your career. This experience is fantastic in your resume and demonstrates your commitment to the industry and the career.

Find the perfect fiber optic jobs :

Fiber optic technicians are essential for the operation of broadband communications by installing cables that transmit information over long distances. Optical fibers work by transforming information into light that travels very fast until it reaches its destination when it is subsequently transformed into data when it reaches its destination.

Much of the work done by a fiber optic engineer is maintenance and troubleshooting. If you have the ability to find and solve problems, networks, IT or work with tools, these skills will be useful during the application. Sometimes, technicians have to work in bad weather, on poles or under the house and in final spaces. If none of this bothers you, it's possible that being a fiber optic technician is the perfect job. Fiber optic technicians should feel comfortable working in confined spaces, using stairs and handling heavy tools.

Technicians often know the communities in which they work very well and make good connections and friendships. Seeing the same group of close customers often creates a pleasant working environment and a rewarding experience. If you like friendly customer encounters, a fiber job might be right for you.

How fiber optics influence our life?

Optical fibers are thin glass threads that come together to form a cable. The data is transmitted through these cables within the light, which travels very quickly. Fiber optic cable is one of the fastest means of communicating data on the Internet.

Optical fiber was initially invented for the medical industry and endoscopy. There are several types of fiber and it is used in various industries around the world. The military uses fiber optics, as does the medical industry. It is also used in transmission networks and computers.

Thanks to the versatility of the optical fiber, the professional opportunities are endless. If you are interested in medicine and developing new devices and have experience in fiber optics, there will be work for you. If, on the other hand, you are interested in network and IT services, broadband may be the best option to make your fiber optic capabilities shine.

How to Become a Certified Fiber Optic Technician

As copper cables are increasingly replaced with fiber optic technology, the demand for trained fiber optic technicians is increasing. Some fiber optic technicians learn the trade while they work, but if you want to gain a competitive advantage, seeking certification is the way to go. A certification course provides you with all the basic skills necessary to become an expert in fiber optics. Keep reading to discover what it implies.

Pursuing FOA Certification

FOA is the international fiber optic association. FOA is the standard provider when it comes to evaluating and teaching best practices with fiber optics. There are two ways to obtain FOA certification. One way is to continue training at a school approved by the FOA. These are schools that offer fiber optic courses that meet FOA standards and are taught by experienced fiber optic technicians who are members of FOA. After completing this training course and demonstrating that you have a solid knowledge of the skills, knowledge and abilities required by FOA, you are awarded a fiber optic technician certification.

Another way to obtain FOA Certification is to complete a "Work to certify" program. This program is aimed at fiber optic technicians who already work in the sector and who are not certified. If they can demonstrate that they have a solid knowledge of the skills, knowledge and abilities required by FOEN, they are certified.

Types of FOA certifications

FOA offers industry certifications (IBC), which means they are based on exams, administered and accredited by third parties and developed by the private sector. IBCs are more valuable than do-it-yourself popular education or online education because standards are established by an authority and based on proven skills. FOA offers two basic certifications for fiber optic technicians, along with specialized certifications:

CFOT: the certification of the certified fiber optic technician shows that you have a general knowledge of optical fibers that can be applied in almost all situations.

CPCT: The certification of a certified local cabling technician demonstrates the experience of installing fiber, copper and wireless in building and campus networks. This certification is recommended for those who work in corporate networks (LAN) and create security and administration systems.

CFOS: the certifications of the certified optical fiber specialists fall into two categories: skills and applications. Competence-based certifications focus on installing and testing fiber optic cables, while application-based certifications focus on specific applications of fiber optic cables.