What to learn to be accepted into the technical support of the provider?

Question

Computer networks

What do you need to know to be accepted into technical support?
Can throw some more links to articles or control tasks.
Thanks

Answer 1

In order to sit on the phone and provide support by calling the provider's client, it is necessary to distinguish the printer from the system unit.
The rest will be taught.

Answer 2

Large operators have different types of support - a call center (good memory, competent Russian and the ability to work with a PC), the first line (basic network skills - ip, poppy addresses), the second line (professionals, without experience and will not be taken from the street). And then there is the TP of top clients (good skills and competent speech), internal infrastructure (the ability to distinguish a server from a switch and a patch panel), telecom operators (its own characteristics). The coordinators of planned work, shifts on servers, duty officers for large national emergencies are sitting nearby ...
As a rule, at an interview on the first line they ask what is the difference between a router and a switch, a fiber from copper, a poppy address from IP ... knowledge of vlans and bgp will already be a plus for this position

Answer 3

You need to know the phrases: "Hello, how can I contact you?", "Stay on the line", "Thank you for waiting", "All the best", "Give your full name and contract number or name the series and passport number", "U Do you have a router or does the cable go directly into the computer?", "Reboot the modem". Everything that is not solved after the last phrase is sent to a higher level.

Answer 4

0. Desire
1. Perseverance
2. Politeness, resistance to stress
Well, that's all. And then you'll quickly figure it out along the way.

Answer 5

What level of TP?
1st level - there is enough stress resistance and patience.
2nd - basic knowledge of networks,
above - deep knowledge of networks, equipment from different vendors, etc.

Answer 6

It has already become a classic on networks: linkmeup.ru/sdsm

Answer 7

The first line, which answers customer calls (large operators like RTK even have a "zero" one - a call center) - will be taken without knowing anything, enough patience and competent speech. For everything else there are internal instructions :)