The IT Pro Track at ChannelCon 2019 offered insights (and continuing education units (CEUs)!) on topics including tech support, cloud computing, cybersecurity and more. If you missed out, don’t worry – you’ll have another chance to watch in September during the rebroadcast. In the meantime, check out our five takeaways from the event.
1. The Help Desk as Solutioneers
The first IT Pro Track session featured CompTIA Chief Technology Evangelist James Stanger facilitating a panel on the state of tech support. ImageNet Consulting, LLC, Vice President, Managed IT Services, Juan Fernandez and ITProTV Edutainer Wes Bryan shared their insights and advice for IT pros who work in tech support.
Fernandez and Bryan both talked about how tech support is truly about troubleshooting and helping people.
“I call the help desk solutioneers – they're solving end-user problems,” Fernandez said.
Bryan added to this sentiment, saying that it’s up to IT to help end users understand why security procedures are so important.
“For the average person, when they have the roadblock of multifactor authentication, it can be frustrating,” he said. “Tech support needs to coach people about how to do it and why.”
More Info: comptia cloud essentials salary
1. The Help Desk as Solutioneers
The first IT Pro Track session featured CompTIA Chief Technology Evangelist James Stanger facilitating a panel on the state of tech support. ImageNet Consulting, LLC, Vice President, Managed IT Services, Juan Fernandez and ITProTV Edutainer Wes Bryan shared their insights and advice for IT pros who work in tech support.
Fernandez and Bryan both talked about how tech support is truly about troubleshooting and helping people.
“I call the help desk solutioneers – they're solving end-user problems,” Fernandez said.
Bryan added to this sentiment, saying that it’s up to IT to help end users understand why security procedures are so important.
“For the average person, when they have the roadblock of multifactor authentication, it can be frustrating,” he said. “Tech support needs to coach people about how to do it and why.”
More Info: comptia cloud essentials salary
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