Wednesday, October 28, 2009
IT technical support officers monitor and maintain the computer systems and networks of an organisation. They install and configure computer systems, diagnose hardware/software faults and solve technical problems, either over the phone or face-to-face.
Organisations rely on accessing information via computers. Problems may arise through systems failure, operator error or user misunderstanding. Businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them.
Technical support officers are sometimes known as help desk operators, technicians or maintenance engineers. The work is as much about understanding how packages are used as applying detailed technical knowledge.
Typical work activities
In essence, technical support officers are responsible for ensuring the smooth running of computer systems. Tasks vary depending on the size and structure of the organisation, but will typically include:
• installing and configuring computer systems;
• monitoring and maintaining computer systems and networks;
• talking staff/clients through a series of actions, either face to face or over the telephone;
• troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• finding solutions to problems, be it through creating a desktop shortcut or fixing a major fault on the operating system;
• replacing parts as required;
• providing support, including procedural, documentation;
• following diagrams and written instructions to repair a fault or set up a system;
• running network applications to support systems and users;
• supporting new applications;
• setting up new users;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritising and managing several open cases at one time;
• rapidly establishing a good working relationship with other professionals (e.g., contract businesses) in order to make necessary repairs;
• testing and evaluating new technology;
• conducting electrical safety checks on computer equipment.
Technical Support Job Description
So you're in the market for a new job and you think a technical support position is right up your alley. The only way to make sure is to learn about what a technical support person does, what qualifications you need and what skills you need to obtain or possess. Then you'll be able to pursue your new career.
1. In order to understand what a technical support job entails, you first have to learn what your daily duties will be. The primary role of a technical support person is to provide clients support by resolving their technical issues via email, phone and other electronic medium. It may mean that you have to configure computer equipment such as Internet connections or configure software to connect to Internet application servers. You'll also provide training and assistance to help clients learn how to use their computer hardware or software products. Once you obtain a general understanding of the problem or issue the client is experiencing, it will be your job to identify, and correct or advise the client on how to resolve the issue they're having.
2. Skill requirements may vary by company depending on the hardware or software you'll be providing technical support for. A technical support position does require prompt responses to client support related emails, phone calls and other electronic communications. It typically requires that you have experience with the hardware and software issues that you'll be resolving. Because you'll be working with a computer, it usually requires your Internet skill set to be quite extensive. Also, because you'll be dealing directly with customers, technical support positions require excellent oral and written communication, interpersonal, organizational and presentation skills.
Education or Experience
3. Education requirements and experience can vary according to the level of technical support you'll be required to provide. Most companies require beginner customer support employees to have at least a one-year certificate related to computers from a college or technical school or at least three to six months of related experience or training.
4. Because you will be troubleshooting and resolving customer problems, you also must have the ability to solve practical problems. You'll have to deal with a variety of situations, where no two problems are exactly the same. You'll need to be able to interpret and provide instructions orally and in writing.
5. In order to perform a technical support job successfully, you'll also need extensive knowledge and experience with Contact Management Systems (CMS), database software; Internet software and word processing software.
Monday, October 26, 2009
CS102: Topic #2 - Variables and Expressions
The topic of variables is one of the most important in C or any other high-level programming language.
We will start with an example. Here is a simple, totally useless example of a variable in use:
x = 5;
printf("The value of x is %d.\n", x);
In this example, "x" is the name of a variable. The line "int x;" is an example of a local declaration. We are declaring that "x" is the name of a variable of type "int" which stands for "integer". So "x" can take on integer values. When the computer sees a declaration like this, it sets aside a space in memory to store the value of the variable. The line "x = 5;" sets the value of "x" to 5. We've previously seen "printf" used to print just strings. The %d is a special code that causes the "printf" function to fill in to this part of the string with an integer value specified after the string. If an integer variable appears after the string, the value of that variable is printed out. You could also include a constant. If the value 5 is used instead of the variable "x", the output of this program would be the same. Either way, it causes the string "The value of x is 5." to be printed on its own line.
Technically speaking, a variable is a named memory location. Every variable has a type, which defines the possible values that the variable can take, and an identifier, which is the name by which the variable is referred.
In order to use a variable in a C program, you must first declare it. You declare a variable with a declaration. As in the example shown above, a declaration of a variable consists of the variable’s type followed by the variable’s name and then a semicolon. There must be whitespace between the type and the name. It is also possible to declare multiple variables on one line, as we’ll see later.
You probably have some notion of a variable from algebra. In algebra, most variables are single letters, like "x" or "y". These are acceptable variable names in C also, but when programming in C, you often you use several characters to create descriptive variable names. Here are the rules that bind possible variable names, or identifiers, in C:
Rules for identifiers:
- The first character must be an alphabetic character (lower-case or capital letters) or an underscore ‘_’.
- All characters must be alphabetic characters, digits, or underscores.
- The first 31 characters of the identifier are significant. Identifiers that share the same first 31 characters may be indistinguishable from each other.
- Cannot duplicate a reserved word. A reserved word is one that has special meaning to C.
2name /* Can’t start with number */
first name /* Can’t use ‘ ’ */
first-name /* Can’t use ‘-’ */
int /* Can’t use reserved word */
The type, or data type, of a variable determines a set of values that the variable might take and a set of operations that can be applied to those values.
Four standard data types provided for by C are:
int – used for variables that can take on numeric integer values.
char – used for variables that can take one character from the computer’s "alphabet" as a value. Most computers use the American Standard Code for Information Interchange (ASCII) alphabet.
float – used for variables that can take on numeric values with a fractional part.
void – used mainly for functions that don’t take any parameters or functions that don’t return a value.
In addition to these basic types, there are modifiers that you can apply to the types. For instance, you can specify that a variable is a signed int (one that can take both positive and negative values) or an unsigned int (one that can only take positive values).
Remember that a variable is a named memory location. Memory of a computer is divided into bytes. A byte is a sequence of 8 bits. A bit is a 0 or a 1. The number of bytes that a variable occupies in memory determines the number of possible values that it can take. C does not specify the size of an integer variable. Most computers today use 32 bit integers (4 bytes), although until recently, many used 16 bit integers (two bytes). One way to control the size of an integer variable is to specify that it is a short int (16 bits) or a long int (32 bits).
Let’s say that an integer uses 4 bytes, or 32 bits, of memory. Then there are 2^32 possible values that this variable can take (corresponding to the 2^32 possible combinations of 0’s and 1’s).
A 32 bit integer can have 2^32 = 4,294,967,296 possible values.
A signed 32 bit integer can have values ranging from –2,147,483,648 to 2,147,483,647.
An unsigned 32 bit integer can gave values ranging from 0 to 4,294,967,295.
A 16 bit integer can have 2^16 = 65,536 possible values.
A signed 16 bit integer can have values ranging from –32,768 to 32,767.
An unsigned 16 bit integer can have values ranging from 0 to 65,535.
A character, or "char", occupies just one byte of memory. Remember 1 byte = 8 bits, so there are only 2^8 = 256 possible characters. As mentioned above, the "alphabet" used by most computers is the ASCII alphabet. There are actually only 128 characters defined in standard ASCII, corresponding to the numbers from 0 to 127. So characters with values between 128 and 255 won’t be consistent from computer to computer.
Here are some of the important ranges within the ASCII character set:
48 – 57: the digits ‘0’ through ‘9’
65 – 90: the capital letters ‘A’ through ‘Z’
97 – 122: the lowercase letters ‘a’ through ‘z’
Here is a simple, useless example of a program using a character variable:
x = ‘Q’;
printf("The value of x is %c.\n", x);
This program prints out the string "The value of x is Q." on its own line.
There are two ways to specify a character in C. A simple character that appears on the keyboard can usually be specified by just typing the character within single quotes, like in this example. The other way is to specify it with a number, the number whose ASCII code represents the character. Remember that the range from 65 to 90 in ASCII represents the capital letters. This means that 81 represents Q. So an equivalent statement to "x = ‘Q’;" would be "x = 81". Because x is declared to be a "char", the computer knows that the 81 represent the letter Q.
Notice that instead of "%d", the "printf" string now contains a "%c", which means that the value that gets printed in its place should be considered a character. If a "%d" were used in the program, it would print "The value of x is 81."!
In C, the ‘=’ symbol is an assignment operator. It causes the computer to evaluate the expression to the right of the ‘=’ and assign the value of the expression to the variable to the left of the ‘=’. So let’s say that x is an integer. The statement "x = 5;" will set the value of the variable named x to 5. This is different than the use of ‘=’ in algebra, in which it is used to express a fact. In algebra, if you see the following two lines:
x = 5;
x = 7;
They would express a contradiction. In C, this is perfectly valid. The first statement sets the value of x to 5. The second resets the value of x to 7. The value of x is no longer 5. In fact, if these two statements appear right next to each other in a C program with nothing in between, the first of the two statements is useless, but perfectly valid.
The expression to the right of the ‘=’ doesn’t have to be a single constant. It could be a mathematical expression, possibly containing variables. In the following examples, we’re going to assume that x and y are integer variables. The following statement is valid:
x = 2 * (3 + 99) / 20;
Since x is declared to be an integer, and the expression to the right of ‘=’ evaluates to 204 / 20 which is 10.2, the final value of x will be 10. The fractional part of the expression is cut.
The following statement is also valid:
x = y + 5;
In this case, the value of x will be 5 more than the value of y.
Here is another valid statement:
x = x + 1;
In algebra, if you ever derive a formula like this, it either means that you made a mistake or that there was a contradiction between other formulas somewhere. In C, this is a perfectly valid and very common statement. Remember, the expression to the right of the equal sign is evaluated first, and its value is then assigned to the variable to the left. So if x equals five when this statement is first reached, the expression to the right of ‘=’ evaluates to 6, and the value of 6 is assigned back to x.
Here is a non-valid statement:
x + 1 = 10;
In algebra, you could solve this and discover that x = 9. In C, this is not valid. You can not assign a value to the quantity "x+1". Only variables can appear to the left of ‘=’.
Now consider one of the previous programs with an extra line:
x = ‘Q’;
x = x + 9;
printf("The value of x is %c.\n", x);
Since "x" is a character, the statement "x = ‘Q’;" is equivalent to "x = 81". The new value of x after the statement "x = x + 9;" will be 90, which is the ASCII code for a capital Z. So this program prints "The value of x is Z." to the screen on its own line.
There are some special characters that have special symbolic sequences set aside to represent them. We've already seen one case of this; the newline character is represented by ‘\n’. It is also number 10 in the ASCII chart. So if x is a character, then the lines "x = ‘\n’;" and "x = 10;" are equivalent. Some other special characters are:
\’ single quote
\" double quote
Here is a simple example using a float.
x = 2.5;
x = x * 3;
printf("The value of x is %f.\n", x);
Note the %f in the printf string, which means that the value that gets printed in its place should be considered a float. This may not print exactly what you expect. This program will print the string "The value of x is 7.500000." on its own line. It is possible to control the format of how floats get printed, but that is a later topic.
When you have multiple variables of the same type, you can declare them with multiple lines or one line. The following three lines:
is equivalent to the following one line:
int first, second, third;
Variable in C are not necessarily initialized automatically. You should always initialize a variable before using its value. The following program has unpredictable behavior:
/* x is not initialized, its value is not predictable */
printf("The value of x is %d.\n", x);
Since x is never initialized, there is no way of predicting its value.
Variables can be initialized while they are declared. So the following code at the start of a function:
x = 5;
is equivalent to:
int x = 5;
If you declare multiple variables with one line and want to initialize all of them, you must specify all of their values. For example:
int x = 0, y = 0, z = 0;
If you just used:
int x, y, z = 0; /* Only z is initialized */
only z would be initialized.
Another operator that C recognizes is known as the modulus operator. This operator returns the remainder when one operand is divided by another. Here’s an example:
int operand1 = 22, operand2 = 5, quotient, remainder;
quotient = operand1 / operand2;
remainder = operand1 % operand2;
printf("When %d is divided by %d the quotient is %d and the remainder is %d.\n", operand1, operand2, quotient, remainder);
This program prints the string "When 22 is divided by 5 the quotient is 4 and the remainder is 2." to the screen on its own line.
This is the first example I’ve given in which the "printf" string includes more than one variable. It’s pretty straightforward how this works. All instances of a special symbols in the string get replaced with values given by the corresponding expressions or variables appearing after the string, in order, separated by commas.
Two other common operators are the increment and decrement operators. The following statements:
are both equivalent to:
x = x + 1;
are both equivalent to:
x = x –1;
You will often see these operators used to increment or decrement a variable that is also being used as part of an expression. If the operator appears before the variable, the variable’s final value is used in the expression. If the operator appears after the variable, the variable’s original value is used in the expression. For example;
x = 5;
y = x++;
After these two statements, y will equal 5 and x will equal 6.
x = 5;
y = ++x;
After these two statements, y will equal 6 and x will equal 6.
x = 5;
y = x--;
After these two statements, y will equal 5 and x will equal 4.
x = 5;
y = --x;
After these two statements, y will equal 4 and x will equal 4.
Notice that some of the expressions we’ve been using mix variables with constants. So far, when we’ve used numerical constants, we just specified the number outright. Sometimes, you may want to code common constants, such as pi, so that you don't have to type in the value multiple times. There are at least two ways to do this. One is to use the const qualifier in the declaration of a variable. For example:
const float pi = 3.14159;
Of course, this is not the exact value of pi, but an approximation!
The variable pi can now be used in expressions like any other float variable, but the value can never be changed. If your program tries to change it, the compiler will notice and give you an error.
Here is an example:
const float pi=3.14159;
int radius = 5;
printf("The approximate circumference of a circle with radius %d is %f.\n", radius, 2*pi*radius);
This program prints "The approximate circumference of a circle with radius 5 is 31.415901." to the screen.
Another way to do it is to use the preprocessor command "#define". The "#define" preprocessor command causes the compiler to replace all instances of specific text with other text. Here is an example of its use:
#define PI 3.14159
int radius = 5;
printf("The approximate circumference of a circle with radius %d is %f.\n", radius, 2*PI*radius);
Two things to note here: First, there is no semicolon at the end of the "#define" line. If there were, the semicolon would get added along with the 3.14159 wherever you see PI in the code, and this would cause an error. Second, using "#define" can lead to some weird errors. For instance, let’s say you define "PI" like here, and then later you try to name a variable "SPICE". The PI would be replaced with 3.14159 by the compiler, and this would lead to an error.
Two other topics related to expressions are those of precedence and associativity.
The precedence of operators determines the order in which different operators are evaluated when they occur in the same expression. Operators of higher precedence are applied before operators of lower precedence.
Consider the statement:
x = 2 * (140 + 60) / 20;
The precedence of multiplication and division are higher than the precedence of addition, but the precedence of parentheses is highest of all. So the value of "x" will be 20.
If the statement was written without the parentheses:
x = 2 * 140 + 60 / 20;
Then the value of "x" will be 283.
The associativity of operators determines the order in which operators of equal precedence are evaluated when they occur in the same expression. Most operators have a left-to-right associativity, but some have right-to-left associativity.
Here are some more examples. Assume that x is an int:
x = 5 - 2 * 7 - 9;
The ‘*’ has a higher precedence than ‘-’ so it is evaluated first, and the statement is equivalent to:
x = 5 – 14 – 9;
The minus has left-to-right associativity, so the statement is equivalent to:
x = -18;
Also, the ‘=’ has lower precedence than either ‘-’ or ‘*’ or any other operator, and this is how C enforces the rule that the expression to the right of the ‘=’ gets evaluated first and then the resulting value gets assigned to the variable to the left of the ‘=’.
The ‘=’ itself is one of the few operators that has right-to-left associativity. The following is actually a valid C statement, assuming that "x", "y", and "z" are integers:
x = y = z = 7;
This statement assigns the value of 7 to "z" first, then to "y", and then to "x".
If ‘=’ was given left-to-right associativity, the old value of "y" would be assigned to "x", then the old value of "z" would be assigned to "y", and then the value of 7 would be assigned to "z". This is pretty counter-intuitive, and that’s why ‘=’ was given right-to-left associativity!