On-Call Conundrum: Desktop Support And The Travel Trap

Desktop support technicians are often required to travel, with some spending up to 90% of their time in transit or at remote locations. These roles are often with large corporations that have multiple offices or international facilities. The job duties of a travelling desktop support technician include fixing network, software and hardware problems, as well as training employees and setting up hardware.

Field technicians, desktop support technicians and operating support technicians tend to travel

Field technicians, desktop support technicians, and operating support technicians often have many opportunities to travel. Their job duties can include educating end-users about software, dealing with ongoing customer service issues, upgrading and fixing network, software, and hardware issues, and determining the best software for the customer's needs. They may also be responsible for documenting their work, repairing product failures, ordering replacement software or hardware, training employees, and updating tickets as issues are resolved or arise.

The job duties for a travelling tech support worker may differ slightly from those of a non-travelling tech support worker. Travelling tech support workers tend to engage in specific types of customer service resolutions or repairs to networks, software, or hardware. They usually perform a smaller range of services but have more specialized knowledge in those areas. For example, a travelling tech support worker who visits their employer's remote office locations might be responsible for software updates, hardware setup, and employee training. On the other hand, a travelling tech support worker who visits clients might be responsible for handling specific customer support issues, such as observing user problems with a piece of software and then initiating the fix.

According to the Bureau of Labor Statistics, some specialized support technicians may spend a large portion of their time—up to 80 or 90 percent—travelling to clients to implement fixes for technical problems. There are also tech support workers who work remotely and travel occasionally, typically with a travel requirement of up to 50 percent of their work hours. Some tech support workers split their time between working at their employer's primary office and travelling to clients or other office locations. It's important to note that tech support workers who travel may need to work during evenings and weekends to accommodate the needs of their clients and employer.

Large corporations are the entities most likely to hire tech support workers for travelling jobs, as they often have facilities located throughout the United States and internationally.

Job duties may include educating end-users, dealing with customer service problems, upgrading/maintaining/fixing network issues, and determining the best software for the customer

Desktop support professionals are well-rounded generalists with diverse skill sets, encompassing technical knowledge, managing expectations, educating users, and documenting network-wide technical trends. They are often the first responders to IT issues, providing timely and effective solutions and identifying problems that require more specialised attention.

Educating end-users is a key part of the role. This can include training staff on computer literacy, as well as creating a self-service knowledge base for customers to resolve common issues themselves.

When it comes to dealing with customer service problems, desktop support professionals are often tasked with receiving and processing user complaints, as well as resolving computer problems and errors. This can involve troubleshooting and diagnosing issues, as well as providing solutions and guidance.

In terms of upgrading, maintaining, and fixing network issues, desktop support professionals are responsible for updating computer software and operating systems, setting up and configuring new computer and internet equipment, and performing routine inspections and maintenance of equipment. They also ensure network connectivity and may need to implement security measures.

Determining the best software for the customer is also a key aspect of the role. Desktop support professionals need to be familiar with various operating systems, hardware, software, and applications to provide effective recommendations and solutions. They also need to stay updated with the latest tech trends.

A travelling tech support worker's duties may be more specialised than a non-travelling worker

For example, a travelling tech support worker may be required to provide technical support and setup at trade shows, which involves periodic travel. They may also be required to provide onsite operational and technical support, including troubleshooting and resolving incidents and problems with equipment and software. This could involve providing hands-on support for desktop computers, laptops, printers, and other peripheral devices.

Additionally, travelling tech support workers often need to have a good understanding of hardware and be able to perform repairs. They may be tasked with identifying and correcting issues with store systems, equipment, and applications, and providing accurate verbal instructions for onsite diagnostics and repairs. This requires a good understanding of the hardware and software being used and the ability to communicate technical information effectively to non-technical users.

Travelling tech support workers may also be responsible for managing and maintaining IT systems, which includes installing and configuring hardware and software, as well as diagnosing and repairing faults. They may also need to provide support for mobile devices, such as iPads and iPhones, and have knowledge of mobile device hardware and software.

Overall, a travelling tech support worker's duties often involve a more practical and hands-on approach to providing technical support, which may require specialised knowledge and skills in hardware and software setup, troubleshooting, and repair.

Some tech support workers may work remotely and occasionally travel to clients

Tech support workers who travel tend to have more specialised knowledge in specific areas, such as customer service resolutions or repairs to networks, software or hardware. They may be responsible for software updates, hardware setup, and employee training on software and hardware use. They may also handle specific customer support problems, such as observing user problems with a piece of software and then initiating the fix.

Large corporations are the entities most likely to hire tech support workers for travelling jobs, as they often have facilities located throughout the country or even internationally.

Large corporations are the entities most likely to hire tech support workers for travelling jobs

Large employers across a wide range of industries may offer these opportunities. Some examples of job roles that tend to travel a lot include field technicians, desktop support technicians, and operating support technicians. These roles often require workers to educate end-users about software, deal with ongoing customer service problems, upgrade and fix network issues, and determine the best software for the customer’s needs.

The typical work day or schedule for a travelling tech support worker may involve spending up to 80-90% of their time travelling to clients and working at their locations. Some tech support workers may be based at home and travel occasionally, with perhaps 50% of their time spent away from their home location.

To attain a travelling tech support job, a simple way is to develop specialized knowledge. This could allow a tech support worker to become an independent consultant, travelling to the locations of their clients. Advancing in tech support, for example by earning a degree in computer science or computer engineering, could also lead to more travel opportunities, as these skills are in high demand.

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