What does a technical support technician do?

Most technical support technicians require direct client support, either by talking them through troubleshooting to fix the problem over the phone or having the client pass the computer wirelessly to the technician.

Sometimes these problems are due to faulty components, which require a technician to physically replace, rewire, and handle equipment malfunctions on location.

The technical support field is divided up into varying tiers or levels, which differ from company to company. Traditionally, the first level is the help desk, which is the group that handles the bulk of the tech support via calls or chat services.

If a problem cannot be resolved by level one tech support, it is then escalated to the second level, which is someone who has expertise in the specific area of trouble. On rare occasions, a level two may need to escalate the issue further to a level three specialist, who likely worked on the program's development.