We had a drop in at our Hillsborough computer store the other day. Not to drop of a computer for us to repair or data for us to recover but to ask us about what skills are required to become a computer repair technician. It always excites me when I see the next generation of our industry so I spent some time with the guy.
Aside from the usual technical skills and curiosity about how things work and are put together, there are some soft skills every computer repair technician needs to be successful. They are harder to quantify but as just as, even not more necessary than the ability to strip down a laptop and troubleshoot Windows issues.
It isn’t enough to be good with computers, you have to be good with people too. Here are what I regard as core skills necessary to become a great computer repair technician.
Why is patience a necessary skill for a computer repair technician?
Patience is a necessary skill for a computer repair technician because the industry demands a lot of it, both from dealing with customers and troubleshooting complex computer issues. Customers often require immediate attention, and tasks like scouring the Windows registry demand significant patience.
Scouring through the Windows registry looking for an error is something we rarely do but is something that demands patience by the bucket load. The same for customers who (rightly) think their computer problem is the most serious in the world and demands your immediate and undying attention.
Why is flexibility a key skill for a computer repair technician?
Flexibility is a key skill for a computer repair technician because their job involves both regimented, ticket-based tasks and reactive emergencies like drop-ins or remote support. Technicians must be flexible enough to switch between tasks, addressing urgent issues before returning to initial repairs.
On the other hand, we have emergencies, drop ins and clients we offer remote computer support to. They often require immediate attention as time may be a factor or the issue serious enough to stop them working or doing what they need to do. We need to be flexible enough to drop something we may have been in the middle of, pick up the new issue, fix that and then go back to our initial repair.
Why is communication an essential skill for a computer repair technician?
Communication is an essential skill for a computer repair technician because they must convey difficult news to customers, such as needing new components or unrecoverable data, and explain complex technical issues in an understandable way to non-technical individuals.
There is another element to technical professions, that of being able to make complicated issues understandable to people without our background. This is a specific challenge and one any computer repair technician needs to get to grips with.
A customer doesn’t care what voltage their RAM needs or what DRAM timings were set on their motherboard. They just care whether we can or have fixed it and how much it will cost. Other customers will want to know exactly what went wrong but won’t have the technical background to necessarily understand. That’s when being a good communicator really comes into its own!
When should a computer repair technician say no to a customer?
A computer repair technician should say no to customers when requests are not possible, shouldn't be done, or when a customer is trying to take advantage of extra work. While minor requests can be accommodated, saying no politely and professionally is necessary for tasks requiring significant additional effort.
As long as you say no politely and professionally, no should be a word in every computer repair technician’s handbook. Just pick and choose when you use it!
Why should a computer repair technician go the extra mile for customers?
A computer repair technician should go the extra mile for customers because it builds a reputation for being genuinely helpful, fosters rapport, and encourages repeat business. Adding value within reason, even with small gestures, is a practical way to achieve this.
Why should a computer repair technician avoid ego?
A computer repair technician should avoid ego because it has no place in business decisions or customer interactions, even in a competitive environment. While ego can drive excellence, it must be tempered to ensure professionalism, especially when dealing with customer perceptions or performing undesirable tasks.
Sometimes the customer is right even when they are wrong. Sometimes I am right even when I’m wrong. Sometimes you will be asked to perform tasks you don’t want to perform or stay late to fix an urgent issue. Ego has no place in your decision making if you want to become a computer repair technician.
Attitude is more important than technical skills
Continuing on that theme, I regard a good attitude as much more important as the ability to write code or build databases. Skills can all be learned but being agreeable, professional, hardworking, great with customers and nice to be around goes a whole lot further.
I would rather have a team of lower skilled people with good attitudes than highly skilled engineers with various forms of social issues. Fortunately, I have a great team with a great attitude, with skills to match. If you want to become a computer repair technician, you need to foster positive people skills and a good attitude long before you learn how to strip down a water cooled PC!
I consider being a computer repair technician as a fantastic career. I have enjoyed my time in the industry so far and plan to carry on enjoying it for many years to come. If you would like to experience a local computer repair service with a difference, visit Dave’s Computers in Hillsborough New Jersey!