Preface
Thank you for taking the time to pick up this book. I invite you to read the chapter introductions to get a sense of the themes discussed in the topics. Being a support person myself, I know how short we are on time and how much our days are interrupted by cases, issues and technical problems. For this reason, I wrote self-contained and concise topics of typically no more than 1,300 words each. You can read them in sequential or random order and still get the same value. Each topic does not assume that you have read the prior ones in the chapter so you can pick and choose.
Do not let the name Technical Support Essentials fool you; this is not a beginner's guide to technical support. The "essentials" refers to the core of our profession ...
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