Chapter 2. Intricacies of the Field

Those of us who work in technical support view the work differently from those outside of it. We don't just have experiences about calling someone when we have problems. We are the ones providing the help. The question is where to take our field from here. Because technical support is still in its infancy, there is still much work to do in order for it to develop into a full-fledged discipline, even a young science.

In this chapter, you will read some basic themes that shape the work and the field of technical support. I have done my best to portray it as a discipline with some fundamental aspects that apply to all technical support people, regardless of the technology. Since technical support is relatively new, ...

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