I have been in the industry for a long time. I have seen great techs and I have seen some really really bad techs. So what does it take to become a good computer tech. You will be surprised by my answer.

An analytical mind

While having a good memory is helpful, the real key to being a successful technician is having an analytical mind. The ability to logically diagnose a problem is crucial. Techniques like split halving and binary logic are essential tools in breaking down issues to find solutions. I’ve worked with techs who often jumped to conclusions without proper evidence, leading to repeated and unnecessary repairs. A good tech takes the time to understand the problem thoroughly before offering a solution.

Listening

A good tech will be able to listen to the customer and their problem. Sometimes this means dealing with the issue exactly how the customer explains the issue. Sometime this means realising the customer who wants a USB-A to USB-A cable honestly has no idea what they are doing and is finding the most complex way of doing things. This is where knowing WHAT they want to do is as important as the technical problem they are presenting.

Example: Today I had a customer call asking for a mount for a laptop that would prevent an autistic student from throwing the laptop in the case of a meltdown. While I could find that kind of mount .. I asked more questions

• So it’s mostly to protect the laptop? or to prevent it from being stolen?
• Have you considered using a wireless mouse and keyboard and connecting the laptop to a monitor?

In this case they were not worried about the laptop from being stolen it was more about protecting the laptop. So the answer was as simple as connecting the Laptop via HDMI and getting a bluetooth mouse and keyboard. (Saving the customer $250+ for something that would not have protected the laptop)

Accountability

A bad tech blames everyone else for a mistake. The computer , the software, the bad instructions or assumes the customer is trying to screw them to get a discount.

A good tech blames themselves first then uses process of illumination to discover they mistake was beyond their control.

Basically a good tech assume guilty until proven innocent when it comes to their own work. I say this because I have enchanted techs who spend so much time blaming everything else they never seem to learn from their mistakes. To be clear I am not saying that a tech should be hard on themselves. And some repair shops can have a toxic environment where taking blame for everting out lout would be a bad idea. I am saying that by being honest with yourself and others you can get past the blame game.

Time Management

Look this is something that I am always working on. It can always be better. Good time management is about understanding how long things take and expect everything to go wrong in the process causing delays.

Pull a Scotty

In Star Trek: The Next Generation, Scotty is horrified to learn that Geordie has given accurate estimates to the captain. “How are ye going to get a reputation as a miracle worker?” he asks the somewhat confused Geordie.

When you apply this to your work, start with the number of hours you think it will actually take, and multiply by 4. Report this number to management, and then negotiate. Let them forcefully beat you into lowering the number, but only down to around 2 times your real estimate.When you finish slightly ahead of time (always longer than your real initial estimate, rarely twice as long), everyone will be pleased.

If you assume that everything is going to go wrong then you will always be on time. This is sometimes not as easy as it sounds. A customer will always be happy if you call them early. But they get really grumpy if you are two minutes late.

Social Skills

While some of the above could be considered social skills. Being likeable is key to being a good tech! I told my junior tech that there are two kinds of technicians

Those who are really good at the technical skills but nobody likes them because they are abusive to everyone. This techs only advantage is they are ahead of the tech curve. The moment they loose that HR is going to find a replacement.

Those who are “ok” techs but are a delight to work with. They can keep everyone happy long enough for them to figure out the issue.

“Tech skills can be taught, social skills … not so much”

Willingness to be the dumbest person in the room!

A good tech is always eager to learn. Being the smartest person in the room might feel good, but it doesn’t lead to growth. I encourage new techs to learn from their more experienced colleagues. This humility and willingness to learn are valuable traits that can accelerate their career growth.

Curiosity

One of the things that I think is important is for techs to have a little time to work on their own projects, to learn something new or just find out what is going on in the tech world. This is why I have the current tech magazines in the shop and have allowed out Junior tech to work on a few side projects.