Trait 6: Knows their limitations and how to find help if needed

It’s not possible to know everything about everything. If you could pull that off, you need a higher position than a computer technician. One the secrets of a great technician is knowing how to deal with the situation when you have no idea how to solve the problem.

The first thing you need to know is what to say to your client or boss if you are stumped. You should never say, “I don’t know” or “I have no clue” and leave it as that, because you are the one being paid to know the answer. What you need to do is this: Be honest and sincere, say… “I don’t really know…” then add, “, but I will find that out and let you know”. Then make sure to follow-up on that.

By doing this, you are taking care of the situation and learning something new.

Knowing how to find help

A great technician has the following as information backup or technical support

  1. Knows how to deal with technical support of companies. Know what questions to ask, and know how to cope with waiting for a response.
  2. Has a listing of people they can contact for certain subject matters. Maybe you have a friend who is an expert dealing with Microsoft software programs, put them on a list noting their expertise. Having this type of support list will save you many problems later.
  3. Keeps a journal of items that they have worked on in the past stating the problem and corresponding solution. Maybe you come across a problem that you experienced a few years ago. If you had this kind of journal or log, you can go back and research the documentation and find out what you did to fix the problem.
  4. Knows how to ask questions to find out more information about the problem. A computer technician is like being a doctor. When you go see a doctor when you are sick, the check certain things and ask you questions to determine a diagnosis. Where do you think the doctor goes when he leaves you in the office for like a half-an-hour or so? He goes into his office and researches the symptoms you’re a experiencing and determines the best action to take in order to correct the problem.