What does a field support specialist do?
Field support specialists are expert professionals who are involved in performing duties related to on-site support. These specialists are required to provide technical support and solutions for technicians working on commercial job sites as well as customers in their homes or companies. They must work with team members to set up new office equipment and workstation and resolve any outstanding concerns surrounding the product setup. Field support specialists must also train new employees on the process of customer service to retain customers.
Field support specialist responsibilities
Here are examples of responsibilities from real field support specialist resumes:
- Manage UNIX OS technical documentation and marketing materials.
- Provide quick response and maintenance through the use of SMS and TCP/IP while maintaining SLA's.
- Configure and install Cisco switches and routers.
- Voice over IP (VOIP) system installations.
- Uphold all EPA standards and MSHA environmental laws.
- Coordinate migration of users to new AVAYA VOIP phones.
- Handle software deployments through SCCM, manual installations when necessary.
- Decrease A/R in four nursing homes through education of facility accountants.
- Provide support for personal computer (PC) workstations and other peripherals.
- Advocate use of field service best practices by creating a PowerPoint training presentation.
- Set up networks, secure remoting, exchange/POP IMAP configurations, ensure reliable SQL syncing.
- Demonstrate technical ability in Microsoft NT, SQL server networks and report design using SQL query.
- Second level support to clients; troubleshoot desktop hardware, applications, network connectivity and other relate issues.
- Implement in home network setup for all VIP users to enable them to VPN into the OSUMC network.
- Conduct research, utilize system and diagnostic tools, and communicate with colleagues to troubleshoot and resolve user issues.
Field support specialist skills and personality traits
We calculated that 15% of Field Support Specialists are proficient in Technical Support, Customer Satisfaction, and Customer Service. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Field Support Specialists that have these skills listed on their resume here:
- Technical Support, 15%
Provided technical support for system functionality related to radio signal registration and panel programming in response to failed confirmation requests.
- Customer Satisfaction, 15%
Facilitate customer feedback, information, education and support in response to corporate customer satisfaction ideals and initiatives.
- Customer Service, 8%
Provide exceptional customer service by proactively contacting customer to resolve issues and to improve opportunity success rate.
- PowerPoint, 8%
Utilized Microsoft programs (Word, Excel, PowerPoint) SAP and CRM.
- Customer Support, 6%
Managed 80+ accounts within the State of Florida by means of dedicated customer support to client laboratories.
- Troubleshoot, 5%
Second level support to clients; troubleshoot desktop hardware, applications, network connectivity and other related issues.
Common skills that a field support specialist uses to do their job include "technical support," "customer satisfaction," and "customer service." You can find details on the most important field support specialist responsibilities below.
Customer-service skills. To carry out their duties, the most important skill for a field support specialist to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Field support specialists often use customer-service skills in their day-to-day job, as shown by this real resume: "provided exceptional in-person, telephone and internet tier 1 customer support and troubleshooting, consistently resulting in complete client satisfaction. "
Listening skills. Another soft skill that's essential for fulfilling field support specialist duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a field support specialist resume, here's how field support specialists can utilize listening skills in their job responsibilities: "provide excellent customer service to insurance agents by listening to their needs and executing tasks to resolve their requests efficiently. "
Problem-solving skills. field support specialists are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to field support specialist responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A field support specialist resume example shows how problem-solving skills is used in the workplace: "documented solutions and standard operating procedures for future reference and updated field analysts sharepoint site with new procedures and documentation. "
Speaking skills. For certain field support specialist responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a field support specialist rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what field support specialists do: "presented high level powerpoint on toll free number requests and handling for marketing managers. "
Writing skills. Another crucial skill for a field support specialist to carry out their responsibilities is "writing skills." A big part of what field support specialists relies on this skill, since "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." How this skill relates to field support specialist duties can be seen in an example from a field support specialist resume snippet: "trained in a classroom format onsite: new software release, machine qualifications, and software job-writing. "
The three companies that hire the most field support specialists are:
- Maxim Healthcare Group78 field support specialists jobs
- Oracle51 field support specialists jobs
- Wells Fargo23 field support specialists jobs
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Compare different field support specialists
Field support specialist vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
There are some key differences in the responsibilities of each position. For example, field support specialist responsibilities require skills like "powerpoint," "customer sites," "teleconferencing," and "ethernet." Meanwhile a typical systems support has skills in areas such as "pc," "provides technical support," "end user support," and "system support." This difference in skills reveals the differences in what each career does.
Systems supports really shine in the professional industry with an average salary of $72,760. Comparatively, field support specialists tend to make the most money in the technology industry with an average salary of $48,516.On average, systems supports reach similar levels of education than field support specialists. Systems supports are 0.7% more likely to earn a Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.Field support specialist vs. Technical support engineer
A technical support engineer is responsible for responding to customer issues, providing immediate resolutions to their system issues through remote assistance. Technical support engineers must have strong knowledge of software and hardware applications to diagnose system defects and process troubleshooting. They also assist customers with the installation of programs and updates to improve system performance, escalating high-level concerns to appropriate internal technology teams. A technical support engineer must have strong command with technical systems, as well as excellent communication and time-management skills to understand clients' issues while documenting procedures.
In addition to the difference in salary, there are some other key differences worth noting. For example, field support specialist responsibilities are more likely to require skills like "powerpoint," "onsite," "phone calls," and "hr." Meanwhile, a technical support engineer has duties that require skills in areas such as "java," "linux," "database," and "os." These differences highlight just how different the day-to-day in each role looks.
Technical support engineers earn a higher average salary than field support specialists. But technical support engineers earn the highest pay in the technology industry, with an average salary of $82,316. Additionally, field support specialists earn the highest salaries in the technology with average pay of $48,516 annually.Average education levels between the two professions vary. Technical support engineers tend to reach similar levels of education than field support specialists. In fact, they're 2.0% more likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for field support specialists in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Field support specialist vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
The required skills of the two careers differ considerably. For example, field support specialists are more likely to have skills like "powerpoint," "customer sites," "switches," and "teleconferencing." But a support lead is more likely to have skills like "cash management," "sales floor," "infrastructure," and "math."
Support leads typically earn similar educational levels compared to field support specialists. Specifically, they're 3.2% more likely to graduate with a Master's Degree, and 0.4% more likely to earn a Doctoral Degree.Field support specialist vs. Systems specialist
Systems specialists are professionals who maintain, troubleshoot, and install information and computer systems. They identify the software, data, and hardware needs of companies. Generally, they work in physically demanding indoor environments installing complicated networks. They manage, lead, and coordinate technical support for new software, upgrades, and products. Also, they configure systems for the users and assess data from different sources to make a decision.
Even though a few skill sets overlap between field support specialists and systems specialists, there are some differences that are important to note. For one, a field support specialist might have more use for skills like "customer support," "problem resolution," "customer sites," and "switches." Meanwhile, some responsibilities of systems specialists require skills like "veterans," "patients," "project management," and "hvac. "
In general, systems specialists earn the most working in the manufacturing industry, with an average salary of $91,431. The highest-paying industry for a field support specialist is the technology industry.systems specialists reach similar levels of education compared to field support specialists, in general. The difference is that they're 2.0% more likely to earn a Master's Degree, and 0.3% more likely to graduate with a Doctoral Degree.Types of field support specialist
Updated January 8, 2025
