IT support professionals are a unique breed. Not only must they thoroughly understand enterprise computing systems, they must also convey their technical expertise clearly and succinctly to end users. Above all, support techs must possess top-notch customer-service skills and stay cool under fire.
To help you hire the best people for these critical spots, our IT Hiring Kit: Support Professional provides three unique tools that will guide and help you in the hiring process.
Understanding the role and skills
The first is a ready-to-use job description, shown in Figure A, that lists all the skills the perfect support candidate will have as well as the duties that person is expected to be able to do. By using this job description as a guide you can efficiently review candidate's resumes and determine which candidates to invite for an interview.
|A ready-to-use job description.|
That's where the second tool in the pack—a comprehensive list of interview questions—comes in very handy.
The right questions to ask
This in-depth interview-questions tool provides both general questions, that are necessary to ask any job candidate, and specific support pro questions—such as experience with various operating systems and pertinent on-the-job tasks.
By using this interview-question guide you can ensure that you’ll ask all the needed questions and determine a candidate’s true skills and experience level. Once you’ve selected and mapped out the questions you want answered, it’s time to use our third tool in the pack—an assessment sheet that helps you clearly see whether a candidate possesses the skills and expertise you’re looking for.
A thorough assessment
This unique candidate assessment spreadsheet is aligned with the job interview questions document. We've included each interview question on the candidate assessment sheet tabs so you can rate the candidate’s responses to each question.
As support role requirements can be diverse, the assessment tool provides room for questions you may want to include that aren’t on the interview questions document. You can also assign rankings to various skills so that those you value most are given greater weight in the assessment, as shown in Figure B.
|Weighted skills ranking|
Some extra resources
In addition to the three tools, we’ve also included a PDF featuring three valuable TechRepublic articles relating to the hiring process:
- "Interview questions that demand meaningful answers"
- "How to hire and retain the right help desk people"
- "Tips for gauging soft skills in IT hires"
The articles offer specific insight and guidance on conducting strong interviews, and the critical issues of assessing the necessary "soft" business skills that every IT professional must bring to the enterprise.
Hiring and staffing a support team is key to providing strong support services. Order the IT Hiring Kit: Support Professional to help in this critical effort. This comprehensive pack provides all the necessary information and serves as a valuable tool for hiring support specialists.