On this episode, we have Maki Villano, Jayz Carrillo, Raphael Quisumbing and Oscar Oganiza joining us to discuss "The Frontlines of Tech: What IT Support Specialists Actually Do" and A deep dive into one of IT’s most underrated roles. IT Support Specialists are often the unsung heroes of the tech world.

This episode sheds light on what they actually do—from resolving technical issues to keeping systems running and ensuring teams stay productive. We explore the skills needed to succeed in this role, how it’s evolving with automation and AI, and why strong support can make or break an organization’s daily operations—especially when things go wrong.

What’s the most misunderstood part of being in IT support? (Generalization)

Many people outside of the field believe IT support is solely about fixing computers. However, it involves a wide range of responsibilities, including user education, proactive maintenance, and strategic problem-solving. The complexity of troubleshooting modern systems is often underestimated by those who are not directly involved.

What kind of skills does this role require beyond technical knowledge? (Generalization)

Beyond technical expertise, this role demands exceptional communication skills, as specialists often translate complex technical issues into understandable terms for diverse users. Patience and empathy are also crucial, as they frequently interact with frustrated individuals experiencing technical difficulties. Problem-solving skills are paramount, enabling effective diagnosis and resolution of often intricate issues.

Can IT support be a long-term career path—and what does growth look like? (Generalization)

IT support can certainly be a long-term career path with various avenues for advancement. Growth often involves specializing in areas like network administration, cybersecurity, or cloud computing. Many professionals also transition into management roles, leading teams of support specialists.

How do you handle burnout when problems just keep coming? (Generalization)

Managing burnout in this demanding role requires effective strategies for stress reduction. Taking regular breaks and maintaining a healthy work-life balance can help prevent exhaustion. Prioritizing tasks and delegating when possible are also key to managing the continuous flow of issues.

How is the IT support role evolving with the rise of AI and automation? (Generalization)

The IT support role is significantly evolving with the integration of AI and automation, which are streamlining many routine tasks. This shift allows specialists to focus on more complex, strategic problems that require human intervention and critical thinking. The future of IT support will likely see a greater emphasis on advanced troubleshooting and system optimization rather than repetitive issue resolution.