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Become An Advanced Technical Support

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Working As An Advanced Technical Support

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does An Advanced Technical Support Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become An Advanced Technical Support

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Advanced Technical Support jobs

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Advanced Technical Support Career Paths

Advanced Technical Support
Agent Driver Call Center Representative
Call Center Manager
6 Yearsyrs
Information Systems Technician Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Information Technology Technician Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Field Service Technician Systems Engineer Director Of Information
Director, Technical Operations
11 Yearsyrs
Agent Operations Manager Business Developer
Entrepreneur
5 Yearsyrs
Security Officer Technical Support Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Technician Support Tier Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Help Desk Analyst Systems Administrator
Information Technology Manager
8 Yearsyrs
Operations Manager General Manager Account Manager
Product Manager
7 Yearsyrs
Help Desk Analyst Desktop Support Technician Systems Administrator
Senior Network Engineer
7 Yearsyrs
Information Systems Technician Technical Support Specialist Systems Analyst
Senior Systems Analyst
7 Yearsyrs
Technician Support Tier Technical Support Specialist Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Security Officer Technician
Senior Technologist
6 Yearsyrs
Field Service Technician Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Information Technology Technician Network Administrator Systems Analyst
Systems Manager
7 Yearsyrs
Support Specialist Business Analyst Information Technology Manager
Technical Director
7 Yearsyrs
Support Specialist Network Administrator Information Technology Manager
Technical Services Manager
8 Yearsyrs
Operations Manager Senior Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Technical Expert 2.8 years
Technical Advisor 2.4 years
Support Specialist 2.3 years
Support Associate 2.0 years
Support 2.0 years
Top Employers Before
Cashier 12.4%
Server 3.0%
Supervisor 2.9%
Manager 2.4%
Technician 2.4%
Internship 2.0%
Top Employers After
Cashier 4.3%
Technician 3.3%
Specialist 2.6%
Agent 2.6%

Advanced Technical Support Demographics

Gender

Male

54.6%

Female

43.3%

Unknown

2.1%
Ethnicity

White

78.0%

Hispanic or Latino

12.8%

Asian

6.9%

Unknown

1.8%

Black or African American

0.5%
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Languages Spoken

Spanish

59.1%

French

6.8%

Portuguese

4.5%

Vietnamese

4.5%

Carrier

4.5%

Russian

4.5%

Chinese

2.3%

Ukrainian

2.3%

Japanese

2.3%

Mandarin

2.3%

Cheyenne

2.3%

Thai

2.3%

Cantonese

2.3%
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Advanced Technical Support Education

Schools

University of Phoenix

18.6%

University of Central Oklahoma

8.1%

Tulsa Community College

7.6%

Strayer University

5.8%

Oklahoma City Community College

5.2%

Palm Beach State College

4.7%

American InterContinental University

4.1%

University of Texas at El Paso

4.1%

Morehead State University

4.1%

Langston University

4.1%

Oklahoma State University

4.1%

El Paso Community College

3.5%

Valencia College

3.5%

Ashford University

3.5%

Edmonds Community College

3.5%

Western Governors University

3.5%

Kaplan University

3.5%

Arizona State University

2.9%

Northeastern State University

2.9%

Florida Atlantic University

2.9%
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Majors

Business

22.3%

Computer Science

10.6%

Information Technology

9.2%

Computer Information Systems

6.4%

Computer Networking

6.2%

Criminal Justice

4.9%

Electrical Engineering

4.2%

Psychology

4.2%

Accounting

3.5%

General Studies

3.3%

Management

3.3%

Liberal Arts

3.3%

Education

2.7%

Communication

2.6%

Medical Assisting Services

2.6%

Health Care Administration

2.4%

Graphic Design

2.2%

Health/Medical Preparatory Programs

2.0%

Cosmetology

2.0%

Computer Technical Support

2.0%
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Degrees

Other

37.6%

Bachelors

31.0%

Associate

19.7%

Masters

5.9%

Certificate

4.0%

Diploma

1.5%

License

0.4%
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Job type you want
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Part Time
Internship
Temporary

Top Skills for An Advanced Technical Support

CustomerServiceSkillsDeviceIssuesTroubleShootingTechnicalIssuesInternetTechnicalSupportT-MobileCellPhonesWindowsRemoteSupportPhoneCallsCustomerIssuesInboundCallsCustomerSatisfactionAndroidSetupCustomerSupportSoftwareApplicationsVoipBillingIssues

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Top Advanced Technical Support Skills

  1. Customer Service Skills
  2. Device Issues
  3. Trouble Shooting
You can check out examples of real life uses of top skills on resumes here:
  • Received a Letter of Commendation from the Vice President of Customer Care for customer service skills.
  • Advanced technical support specialist Assisting customers with there device issues, network and coverage issues.
  • Exchange out faulty equipment, walk through trouble shooting steps, aid in receiver, remote, dish and line setup.
  • Resolved customer service and advanced technical issues for customers.
  • Monitor and coach agents for quality assurance in billing, telephone, Internet and TV issues.

Top Advanced Technical Support Employers

Advanced Technical Support Videos

Csat Commercial with Dish Network Advance Tech Support

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