With these useful tips, finding the perfect IT staff person can be a faster, less-stressful process.
Hiring someone to support your IT can be confusing and difficult. Your IT support person will have a major impact on your business, managing day-to-day maintenance and support, acting as your chief information officer, performing regulatory compliance consulting, and much more. Because of the strategic importance of this position, finding the ideal person requires time, patience, and the right information.
Below we’ve assembled a list of questions to ask a prospective IT hire that will help you weed out poor candidates and approach the hiring process with maximum confidence.
Question 1 – Can you explain the benefit of __________ technology in simple terms?
Your IT staff will be responsible for helping the other departments in your company understand and maximize the impact technology. To provide that support, they must be able to communicate their advice and solutions in language your non-technical staff can understand. That means possessing strong written and verbal communication skills.
Good communication is vital to the IT support process, it’s also crucial to ensuring that your company designs a technology strategy that best supports your business goals. Decision makers want to hear new IT initiatives and budgeting explained in clear business terms, without jargon or technobabble.
The INCTech team takes great pride in being able to explain even the most technical concepts in plain English. We provide a direct line of communication to our decision makers, each of whom have decades of experience building a strong business case for their technology decisions.
Question 2 – What’s a business goal you’ve helped a company achieve?
Good technology isn’t an end to itself. The purpose of technology is to help businesses achieve their business goals with greater speed and efficiency. When you’re hiring an in-house IT staff, it’s a good idea to ask them about the business results that they’ve helped create at previous employers.
Start by asking about common technical support key performance indicators (KPIs), like average ticket response time and average time to resolution. These metrics measure how quickly an IT tech is responding to support requests and how long it takes them to go from initial contact to closing a ticket. Improvements in these areas have a concrete, bottom-line benefit on a company’s profitability.
World-class IT service firms like INCTech are relentless about improving their customer service KPIs, including IT help desk metrics and their overall customer satisfaction (CSAT) score. World-class service is one of the ways we can help take the stress out of technology for our clients.
Question 3 – How can you help me protect my business from cyber threats?
The threat of cyberattack at small and midsized businesses continues to intensify every year, which makes having an IT staff member with strong cybersecurity skills an absolute must. In a highly competitive job market, where there’s a 500-thousand-person shortage of cybersecurity talent, this can be a difficult skillset to locate, especially without busting your budget.
Most IT techs, especially what’s known as a “Level 1” support person, are trained to solve basic problems with operating systems or productivity software. They often rely on scripts or company documentation to do their jobs effectively. While these technicians can adequately handle system maintenance tasks, which are an aspect part of cybersecurity, they’re far from security experts.
INCTech is well-staffed with cybersecurity professionals. We take the stress out of cybersecurity by providing clients with customized security solutions that meet any need.
Question 4 – How long do you plan on staying at this job?
When a technology support person quits your company, they take all the knowledge they’ve acquired about your network and business. After you hire a replacement, it’ll take months to bring that new staff member up to speed on those details. Until they’re fully caught up, you’ll be functioning with an inefficient IT department.
This problem is especially relevant to smaller businesses, who will likely be relying on just a single IT staffer to handle all technology-related tasks. At these companies, even a staff member going away on vacation can have a severely disruptive effect. What if a system crashes while they’re away? Where will your staff look for support while they’re gone? You’ll need a clear answer to each of those questions to ensure dependable network uptime throughout the year.
In contrast to in-house technical staff, INCTech is there for its clients all the time, 24-hours a day, 7-days a week. With our team of friendly professionals on-call and ready to service your needs, you never have to worry about a technician leaving, getting sick, or wanting some time off!
Question 5 – How do you keep your skills up to date?
Professional development is an important part of any IT tech’s job. Every certification, no matter if it’s from CompTIA, Cisco, or others, must be actively maintained with ongoing education and testing. It’s industry standard to have your technicians undergo a major recertification every 3 years to make sure they’re familiar with the latest technologies.
In some cases, re-certification will require that your technician takes time off from work. As the employer, you may also be asked to pay for training. Also, during these training periods, your technical staff will only be able to give a portion of their attention to your business needs.
INCTech takes a highly proactive approach to keeping the skills of our help desk and network engineering staff up to date. By working closely with vendor partners like Microsoft, our staff is always armed with the latest intelligence and skills, so you don’t have to worry about IT staff training.
Avoid the Hassle of In-House Staff with INCTech
For years, INCTech has provided businesses throughout Southern California and Northern Michigan with trusted technology strategy and support. With comprehensive flat-rate technology support solutions customized to your business, we can help you avoid all the guesswork and uncertainty from the IT hiring process. Dependable, customized technology solutions – it’s that simple.
INCTech offers IT solutions ranging from email security to disaster recovery. Our services guarantee business continuity and a competitive edge to keep you and your customers’ data safe.
Want to ask our team of friendly engineers a question? We’re always available to help! Call us any time at 800.333.2989, or email us at INFO@INCTECH.NET.