Technical Support Specialist Job Description, Skills, and Salary
Are you searching for a technical support specialist job description? Get to know about the duties, responsibilities, qualifications, and skills requirements of a technical support specialist. Feel free to use our job description template to produce your own. We also provide you with information about the salary you can earn as a technical support specialist.
Who is a Technical Support Specialist?
A technical support specialist is an information technology (IT) professional who is in charge of aiding clients with any problems or inquiries they may have about computer hardware or software. A technical support specialist can also be called an IT support specialist or a computer support specialist. To manage and maintain computer hardware and software systems in a corporation is the reason technical support specialists are hired, although their responsibilities go beyond that. As they assist in resolving technical issues involving client accounts or the company’s software infrastructure, their abilities are a benefit to the business. By identifying and fixing typical issues, a technical support specialist will assist in computer program integration as well. Those with this designation typically start as IT Assistants. They are in charge of setting up and maintaining technical systems as well as addressing typical issues with hardware, software, operating systems, Internet connectivity, and data security and management.
Additionally, they offer suggestions for enhancing antiquated, corrupted, and inefficient digital systems and protocols. A team that includes programmers, cybersecurity experts, web developers, network engineers, and systems analysts is frequently made up of technical support specialists. Specialists in tech assistance require effective communication abilities. Considering that they can be working with personnel or clients that have limited technical knowledge and facility, they need outstanding problem-solving skills as well as the patience to tackle technical challenges.
Technical support specialists answer to an IT manager. They spend a lot of time seated in front of a computer screen or screens. They can answer support requests via phone, email, or online chat. Although most technical support specialists work within normal business hours, some organizations may also demand them to work evenings, weekends, and holidays. They might have to be “on call” so they can respond to technical problems as they arise.
Technical support specialists offer technical support via a help desk or telephone at a call centre to employees of their business or external customers. They are in charge of maintaining all systems and hardware in addition to responding to employee or client help requests. Installation and configuration of new systems, the checking and running of reports on the health of systems and hardware, the replacement of faulty or damaged hardware, and software troubleshooting are all included in this maintenance. They must also test, evaluate, and learn about new developments in technology. In a fast-paced setting, technical support specialists use their expertise in computer and information systems as well as customer service management to quickly assist others. They are relied upon for their comprehensive understanding of computer hardware and systems to guarantee that business IT systems operate effectively.
Technical Support Specialists must work with internal or end-users to offer expert help and advice on technical, software, and hardware issues. Some of the more prevalent issues they address include poor communication, wasteful programs, low efficiency, and failure to obtain data. Technical support specialists are skilled at running networks, maintaining automated equipment, and putting software into practice. They will provide information on products and services based on technology, respond to inquiries, and deal with any pertinent problems.
While assisting customers and end users, the technical service specialist will probe deeply into issues to shed light on them. The majority of customers are not familiar with technical jargon, so they might be perplexed when attempting to understand the question. As a result, the service provider would need to be persistent, have excellent listening and communication skills, and possess strong listening skills.
Technical specialization requires a technical support expert to have a strong academic background. Education and training qualifications are essential to ensure that the candidate has a solid background as a technical support specialist. A bachelor’s degree in computer science, information systems, or a similar topic may be included in some basic education and training requirements; these degrees are not required but they may be advantageous. An ITIL foundation, professional certifications, and training in computer applications are all possible for a technical specialist.
Technical support specialists that are successful will possess a range of abilities and credentials to aid them in carrying out their mandated responsibilities. Technical support specialist skills are essential to the success of your business because they determine a candidate’s capacity to carry out their responsibilities. You should have a lot of experience delivering IT help in a busy setting if you want to succeed as a technical support expert. Excellent technical support specialists help a business’s IT systems work efficiently, which boosts productivity.
Technical Support Specialist Job Description
What is a technical support specialist job description? A technical support specialist job description is simply a list of duties and responsibilities of a technical support specialist in an organization. Below are the technical support specialist job description examples you can use to develop your resume or write a technical support specialist job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
Technical Support Specialists are responsible for a wide range of tasks which include the following:
- Troubleshoot technological difficulties and find fast solutions to ensure that business operations function effectively.
- Install new desktops and other computer hardware, as well as computer operating systems, software, and applications, for the firm.
- Maintain our network systems, computers, printers, phone systems, and other technical equipment regularly.
- Coordinate initiatives with several departments, such as operations, marketing, or human resources.
- Monitor departmental spending and budgets to make sure they adhere to company rules
- Coordinate with IT personnel to resolve technical issues with company networks and computers.
- Install and set up new software, hardware, operating systems, and applications that the business will employ.
- Give current hardware and computer systems routine maintenance.
- Help customers or staff members of the company with tech-related concerns.
- Run diagnostics on faulty hardware or software to troubleshoot systems and applications. Then, find solutions to any problems and put them into practice.
- Replace damaged hardware and broken components occasionally.
- Order fresh components when stock runs low.
- Produce status reports on all the hardware and software used by the business.
- Introduce new software or operating systems and aid in their rollout.
- Conduct research and run tests before adopting any new operating systems or apps across all platforms.
- Install new software or operating systems on all of the company’s computers after evaluating them.
- Provide new hires with access passes, help them with all password-related concerns, and set up their accounts and emails.
- Scan all systems for vulnerabilities.
- Aid in network planning and construction.
- Determine the hardware and software requirements by speaking with the users.
- Document software and hardware updates.
- Evaluate software from the vendor.
- Respond to customer tech support questions and problems.
- Install, modify, and fix software and hardware components.
- Take part in professional development events to stay up to date with technological developments.
- Conduct research and assess data to provide advice on purchasing possibilities.
- Verify whether new and current systems are compatible.
- Test each system for electrical safety.
- Monitor computer network security to find potential flaws or security breaches.
- Answering queries from users on software programs or hardware parts is a form of end-user support.
- Make quick decisions, frequently with incomplete information.
- Instruct users on how to use new hardware, software, and other components.
- Provide clients who have queries about products or services with technical support via chat rooms or email.
- Diagnose issues, find solutions, and implement modifications to enhance performance to support computer networks.
- Keep track of maintenance schedules and inventories of computer equipment to ensure that systems run smoothly.
- Provide technical support for computer programs like spreadsheet or word processing software.
- Oversee the Technical Support Representatives’ daily activities and timetables.
- Conduct timely and helpful performance reviews.
- Manage employee reprimand and termination in compliance with corporate policy.
- Provide new hires with access levels, work email addresses, and user accounts to make sure they have all they need to be productive.
- Make sure our computers are backed up so that all of our files are saved if the system fails.
- Conduct security audits on each of our systems to make sure we are safe from online attacks.
- Bachelor’s degree in Information technology, Computer Science or any other related field.
- A minimum of 4 years of experience in technical support, customer service or a related role is required.
- Good verbal and written communication skills.
- Good interpersonal and customer service skills.
- Ability to document processes and monitor performance metrics.
- Updated knowledge of database maintenance and system security.
- Must be recent with technical innovation and trends in IT support.
- Good managerial, supervisory, and leadership skills.
- Good analytical and problem-solving skills.
- Thorough understanding of computer hardware and software systems.
- Effective time management skills.
- Must be able to prioritize tasks and delegate them as required.
- Microsoft Office Suite or related software proficiency.
- Must be able to explain technical issues to technical and non-technical staff members and customers.
- Ability to familiarize oneself with an array of computer hardware and software quickly.
- Technical knowledge and expertise: Understanding and using technology requires technical expertise. This involves knowing how hardware and software operate from the inside out, how to resolve technical problems, and how to upgrade gear and software. Your technological expertise can enhance your capacity to diagnose problems and give clients greater service.
- Customer service skills: Your ability to serve clients and customers as a technical support specialist well will be aided by your customer service skills. Customer service can help you solve problems and create gratifying relationships with customers. It involves active listening, empathy, and patience. Additionally, you can train additional technical support specialists using your customer service expertise.
- Problem-solving skills: The ability to solve problems is a necessity for technical support specialists. Technical support is all about problem-solving, critical thinking abilities, knowledge base research, detail analysis, decision-making, and spotting technological trends. If a consumer has a problem with a product, you might be the first person they contact. You must be able to swiftly recognize the issue and resolve it. You can also be in charge of determining the root of a problem and guiding the client to the appropriate person who can assist them. An efficient solution must be found and implemented by a technical support expert who can identify and fix computer and networking issues.
- Analytical skills: A technical support specialist should be able to gather and analyze information to identify and resolve problems. They should also have strong analytical abilities. Analytical thinking is primarily characterized by problem-solving and reasonable thought.
- Interpersonal and communication skills: Interpersonal skills, also referred to as people skills or soft skills, cover all aspects of communicating with others. Strong interpersonal skills are characterized by communication, grace, optimism, and good listening. One of the most essential skills an IT support specialist should have is communication skills. Technical support and customer service are built on the foundation of effective communication. Customers will attempt to communicate their technological problems, but they might not know how. Understanding and interpreting these client signals as relevant information requires a vital skill. An excellent technical support specialist can speak to the client, communicate their issue back to them in words they can comprehend, and relax the client. You must be able to speak politely and professionally with both clients and coworkers. Additionally, you must be able to explain technical facts straightforwardly.
- Attention to detail skills: The capacity to detect subtle changes in a system or process is known as attention to detail skills. Technical support requires you to locate the root of a problem and offer the appropriate fix, so this ability is crucial. For instance, you must pinpoint the issue and offer the appropriate solution if a customer is having a software problem. This guarantees that the customer can utilize the software properly.
How to Become a Technical Support Specialist
Step 1. Obtain a degree
A high school diploma or GED is often necessary for technical support specialists. Candidates with great computer proficiency are in high demand from employers. Although they might take individuals without college degrees into consideration, obtaining an associate’s or bachelor’s degree in engineering, information technology, or a comparable subject of study will help you stand out from the competition. Regardless matter whether you earn a degree, you’ll probably need at least some training to be competent enough to perform successfully in this role.
Step 2. Improve your soft skills
Make an effort to build the soft skills you’ll need for this profession in addition to your technical skills. To demonstrate that you can comprehend a user’s wants completely and find the best solution for them, engage in active listening. A significant portion of this profession involves chatting on the phone frequently, so be sure you are also proficient in verbal communication.
Step 3. Acquire experience
After a few years of working in a position where you support internal users or clients, you may eventually be promoted to a higher-level position within your business. Demonstrate your ability to enhance the functionality and design of the company’s computer systems. Although there are many entry-level IT positions available, an internship is another way to start a career in this field. Ask insightful questions and make the most of your networking opportunities throughout your internship. A lot of times, an internship can lead to a full-time job. Even greater possibilities for progress can be available if you work for a hardware or software company. Eventually, you might move up to positions like software developer or systems administrator. Technical system issues should be handled with finesse and accuracy by a seasoned technical support specialist. You can find the ideal applicant for the position by requiring the following technical support specialist experiences; First, they might be familiar with popular mobile device operating systems like iOS, Android, and Windows Phone. They ought to be capable of handling pressure. They might be passionate about providing excellent customer service and being able to handle difficult customer interactions. They might be familiar with networking terms and technologies. Finally, they might be proficient in voice telephony.
Step 4. Acquire certifications
Technical support specialists don’t compulsorily require certification to be employed, but obtaining one might increase their chances of landing a position with a higher salary and help them develop advanced skills while training on the job. Employers can see that you have a particular set of talents if you have certificates. Some businesses employ technical support experts to offer support for a single platform or speciality. Some of the crucial credentials necessary for a technical support specialist role include the Microsoft Technology Professional (MTP) certification, the CompTIA A+ Certification, and the Apple Certified Support Professional (ACSP).
Step 5. Network with professionals in the field
Developing relationships with others in the field can help you progress in your career. Join several IT professional groups to network with other IT support professionals. Bring extra business cards to gatherings where you network so that you can distribute them. Make sure you stay in touch and build a professional connection with everyone you meet.
Where to Work as a Technical Support Specialist
Places of employment for technical support specialists include corporate offices, governmental organizations, and educational institutions. Although they frequently operate during regular business hours, they may also work late into the night or on the weekend in to meet deadlines or attend to emergencies. Call centre technical support specialists can have to work shifts that include nights and weekends. To provide on-site support, they could also travel to client locations. Because they frequently deal with angry or disgruntled consumers, technical support specialists may work in a setting that is fast-paced and demanding.
Technical Support Specialist Salary Scale
A lot of factors such as type of employer, location of employment, level of education, years of experience, skill set, etc influence the salary scale of a technical support specialist. A Technical Support Specialist in the US earns an average annual income of $52,000 per year. The salary scale ranges from $36,000 to $80,000 per year. The average Technical Support Specialist salary in the UK is £25,868 per year. The salary range typically falls between £20,226 and £31,725 per year.
The average technical support specialist salary in Canada is $55,965 per year. The salary scale typically ranges from $42,213 to $75,472 per year. The average technical support specialist salary in Nigeria is 3,310,000 NGN per year. The salary scale typically ranges from 1,114,000 NGN to 5,022,000 NGN per year.