In today's world, we need to remember that we do not create "products" we create solutions. We need to see the context in which our customers see the solution.

We need to view things from the macro level yet solve them at the micro / local level.

Today we will continue in the series about technology from the viewpoint of providing technical support services.

Step one: Zoom out.

Technology is exploding, quantum computing is here, artificial intelligence is already proving capable of passing college entrance exams and winning daily game shows. Computing power as a whole is quickly becoming ubiquitous right now the December issue of "The Mag Pi" magazine is giving away on its cover a "Raspberry Pi" computer, yes a real computer given away on a magazine. This computer tiny computer is powerful enough to provide a basic computer learning environment for a new user or a daily computer for those that just read email and browse the web it also runs Linux so it is immune to 99% of all viruses and malware.

This ubiquitousness is also visible as we go about our daily lives. Tablets and cellphones contain our most valuable memories, contacts and even our financial lives. We upload pictures, log into web-based service to do our daily tasks. Even relaxing after work with our families has become streamed, organized and queued for us. Now tuck yourself into bed as our home automation and security systems monitor and adjust our environment.

This complexity is creating an environment where "basic skills" no longer provide the needed skills to successfully support it. It takes a wide swath of knowledge from electronics to hardware to networking to programming to systems design thinking.

This quickly changing environment is leaving our traditional educational system reeling and falling behind. The average college course is quickly becoming obsolete sometimes even before the student completes it. Businesses are finding out that just hiring a graduate is start but the student is far from ready to replace the large group of retiring technical specialists. Yet this younger generation has a huge advantage that comes from the daily use of this new technology without the baggage associated "traditional ways of doing it".

The traditional way of looking at systems called "reductionist" or "breaking things down" into their smallest parts. Reductionalism works well in the engineering of mechanical systems and provides consistency and stability of bridges, buildings and machines. This traditional way of looking at the world has created many great things, even the basic operation of a computer is based on binary, simple "ones and zeros" but then we added the ability for them to communicate. The Internet was at one time based on a system where in order to connect a device it took "permission" and a long process to do so. Now people connect and disconnect as needed from multiple access points, even devices do so without guidance from a human being.

Classic engineering is based on static vs today's complex system are defined by variables and temporary states of context demand a different paradigm. Today's paradigm is much more holistic yet lives in a chaotic environment.

Now back down to the local

Technicians today must be more creative and flexible in their skill sets then their predecessors, they need to understand not just the devices they service but how they provide services, how they communicate on the network and its specific context at this specific time and location.

Remember we do not provide products we provide solutions and a solution that does not work is called a problem and all problems can be solved, either by us or someone else. Success is dependent on providing solutions and as a technical service provider, our success depends on being well prepared for this new complex system.