IT Support Beyond Technical Skills: Why Listening to and Understanding the User Is Essential

IT support is often seen simply as the area that fixes technical problems, but the reality is far more complex. In daily work, a Technical Support Analyst does not deal only with machines, networks, and access — above all, they deal with people. And this is where the importance of communication in technical support becomes a true differentiator for delivering high-quality service.

This is the perspective of Vinícius, an N3 Support Analyst at Zallpy, who shared his journey and learnings in the fourth episode of Zallpy Insiders. Throughout the conversation, he showed that the foundation of great support goes far beyond operational tasks. It relies on active listening, empathy, and the ability to understand what the user really needs.

The human side of IT support

According to Vinícius, support goes far beyond opening tickets or configuring machines. “When you start a support interaction, you need to be focused on it, forget external distractions and issues from other cases, and truly focus,” he explains. This presence is essential to building a connection with the user and delivering effective solutions.

A Technical Support Analyst does more than fix failures. They translate problems, understand pain points, and look for the best way to solve them. “We also have to listen to the employee or user. We need to learn how to listen and give them attention, understand what the problem is, and try to solve it in the best possible way.” This communication skill makes all the difference, as it avoids superficial solutions and increases user satisfaction.

The importance of communication in technical support is so evident that Vinícius points to lack of focus during service as one of the main mistakes in the profession. “If the analyst starts without focus, already thinking about another colleague’s problem, they forget that they are talking to a person in that moment.”

The routine of those who take care of IT infrastructure

Vinícius’s role ranges from preparing equipment for new employees to ensuring that the company’s entire IT infrastructure runs smoothly. Creating access, configuring VPNs, monitoring network issues, and making sure everything is ready for new hires are all part of the daily routine.

But as he highlights, the routine is anything but predictable. “There’s always a new problem, and we need to find a way to learn about it in order to solve it. Sometimes everything is calm, and suddenly a piece of software stops working.” That is why working in IT support requires curiosity, attention to detail, and a constant desire to learn.

A growth journey within Zallpy

Vinícius began his journey at Zallpy as an intern, where he learned about processes and customer service. Nine months later, he was promoted to N1 Support Analyst and today works as an N3 analyst, while also transitioning into the Information Security (IS) area.

This growth was driven by the learning environment he found at the company. “It’s all the support we have here, an environment focused on growth. All the encouragement, backing, incentives, and structure the company offers motivate us to give our best.”

Advice for those who want to pursue a career in support

The path to becoming a strong Support Analyst involves more than technical skills. Communication, empathy, and the ability to adapt to different situations are essential to stand out.

Vinícius shares a piece of advice for those at the beginning of their careers or still unsure about working in technology. “Expose yourself to more situations, try to experience everything. More important than knowing what you want is knowing what you don’t want.” This experience helps guide career paths and prevents future frustration.

The importance of communication in technical support is one of the most valuable lessons for anyone who wants to follow this path. As Vinícius emphasizes, understanding that “you are talking to a person in that moment” is what transforms IT support into something beyond technical work — a service that connects technology with the human experience.