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Best HPC Tech Support
Ace Computers’ 6 Key ElementsFollowing are six key elements of our best-in-class HPC technology support.

Best HPC Tech Support - Ace Computers

1. Availability

Technology service calls can be emergencies. This means that a good tech support provider will be ready, willing, and able nearly 24/7. This is rarely the case with companies who outsource their support call centers. Many repairs—mostly software fixes--- can be accomplished remotely through desktop connections over the Internet. With the client’s permission, the technician can (among other things) control the client's pointer device and keyboard; transfer repair and diagnostic tools to the client's computer; run scans; and even install some fixes such as antivirus software. Hardware issues can be diagnosed remotely, but nearly always must be repaired in person.

2. Communication

Your support provider should be able to explain the problem and solution in terms that the average non-technical person can understand. The provider should be able to communicate with end-users that have a range of experience, personalities and job titles. This means that the provider needs to listen first and later thoroughly explain what was done to resolve the issue and avoid it in the future.

3. Expertise

A good technical support provider must be proficient at configuring computers, hardware and software. It’s a good sign if they are enthusiastic and eager to learn about new technologies. A seasoned expert is able to view each component in terms of the entire system. In addition, the best support personnel are skilled detectives and resolve issues as efficiently as possible; they make it a point to reach a solution that doesn’t create more complexity.

4. Proactivity

The real advantage to using builders and resellers that service what they sell over the long term is that they will know your system like no one else can. Because of this, they can often anticipate issues before they occur, or at least catch them in the early stages before they disrupt business. Less capable support providers tend to focus on price when offering technology products. They will stress break-fix support rather than proactive prevention. Proactive support requires a significant investment in resources such as tools, parts, and training on the part of the provider.

5. Personalization

It’s important that technology support providers are intimately familiar with each client’s business. This includes not just the technology infrastructure, but more importantly how that infrastructure fits into what the company does and how they do it. This allows the support provider to keep an eye on areas of vulnerability and also minimize the time it takes to resolve issues and their consequences.

6. Thoroughness

While even the best support providers can’t always resolve complex problems during the first phone call or visit, they should be able to diagnose and fix routine problems quickly and completely. A good indicator of thoroughness is the provider’s willingness to listen to an explanation of the symptoms without interrupting. Another indication is a deliberate work style. If the support provider seems focused and efficient, it’s likely that the issue will be completely resolved with no further calls or visits.


 

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