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Senior support technician skills for your resume and career

Updated January 8, 2025

7 min read

Quoted experts

Anthony Baron,

Kate Marek Ph.D.

Senior support technician example skills

Below we've compiled a list of the most critical senior support technician skills. We ranked the top skills for senior support technicians based on the percentage of resumes they appeared on. For example, 13.2% of senior support technician resumes contained customer service as a skill. Continue reading to find out what skills a senior support technician needs to be successful in the workplace.

15 senior support technician skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how senior support technicians use customer service:

Demonstrated excellent customer service in a resolution oriented and professional manner measured by call quality and evaluations.
Provide superior customer service researching and resolving complex technical issues using analysis and advanced diagnostic skills.

2. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how senior support technicians use technical support:

Provided technical support for telecommunications equipment including working with vendors, configuration, deployment and problem resolution.
Performed technical support/troubleshooting of cable modems and dial-up service on various Windows and Macintosh operating systems.

3. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how senior support technicians use troubleshoot:

Manage and troubleshoot asset and customer accounts using Active Directory for classified and unclassified systems.
Demonstrated exceptional technical skill to troubleshoot and resolve issues with Pearson s digital educational products.

4. Desk Support

Here's how senior support technicians use desk support:

Provided help desk support on hardware and software issues via telephone communication with the end users.
Provided IT and help desk support to users, including stockroom, library and financial.

5. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how senior support technicians use phone calls:

Researched, resolved and responded to questions received via telephone calls and callbacks in an effective and timely manner.
Assist State Operators and receptionist with answer telephone calls from public and direct to appropriate location when needed.

6. Mac

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Here's how senior support technicians use mac:

Helped supervise approximately 15 technicians doing first and second level PC and Mac support Assigned and dispatched technicians to support cases.
General phone support for local and remote users, help resolve complex hardware and software issues on both Mac and PC.

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7. SQL

Here's how senior support technicians use sql:

Configured and managed application installations and SQL Server database instances on internal virtual machines used for application testing.
Acquired experience using and troubleshooting Microsoft SQL Server Reporting Services.

8. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how senior support technicians use os:

Utilize System Center Configuration Manager 2007 for server management, featuring OS deployment and a virtual machine manager
Assist Retail Automation with trouble ticket resolution, as well as project preparation for hardware/software and OS updates.

9. SharePoint

Here's how senior support technicians use sharepoint:

Created and published on SharePoint documentation of troubleshooting, resolution, installation and maintenance of hardware and software problems.
Spearheaded two main projects with SharePoint systems/hardware integration focusing on client driven content.

10. Network Printers

Here's how senior support technicians use network printers:

Provided assistance in the maintenance, configuration and set-up of all desktops, ThinkPad's, servers and network printers.
Work with various networking hardware configuring routers, firewalls, switches, network printers and various other network devices.

11. VPN

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Here's how senior support technicians use vpn:

Supported multiple connectivity solutions including Wi-Fi, VPN, Cellular, Mobile Broadband Cards, and PDA's in diverse environments.
Supported the Apple iPad, including VPN and email configurations, plus a series of CRM and Sales/Marketing applications.

12. Technical Issues

Here's how senior support technicians use technical issues:

Support and installation, configuration and diagnostics by instruction manual to identify and resolve technical issues.
Support (frequently by phone) executives traveling outside the office and internationally with their technical issues on laptops and Blackberries.

13. Linux

Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.

Here's how senior support technicians use linux:

Reviewed performance logs and monitored system performance both on Linux and Windows operating systems.
Installed, upgraded, configured, tested, maintained and supported operating system software in a Linux and Windows production environment.

14. Computer System

Here's how senior support technicians use computer system:

Supported computer systems for multiple departments including Patient Registration/ADT/Census, Appointment Scheduling, Pharmacy and Cancer Protocols.
Specialized in troubleshooting in removing viruses and computer system disaster recovery for US clients (AT&T).

15. Software Issues

Software issues are challenges related to the software installed in a computer that can be resolved by troubleshooting, bug fixes, and in extreme cases by a programmer. Software issues can cause the software to lag in the system, malfunction, or affect the entire function of the computer system in general.

Here's how senior support technicians use software issues:

Documented website and software issues and developed solutions.
Investigate and provide solutions for new found hardware and software issues utilizing the internet and list services for research.

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What skills help Senior Support Technicians find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on senior support technician resumes?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

For new graduates, the main skills that stand would definitely include which programming languages (Java, JavaScript, Python, etc.) have been used along with a depth of knowledge, which frameworks and libraries (React, Django, Flask, etc.) were used throughout projects and internships, and showing work experience. Most introductory and required courses will teach programming languages but do not always teach frameworks, which is why I would always recommend people to do personal projects and internships throughout college. Many positions at the entry-level are often very general. However, positions that are looking for specifics will look for certain skills and experience. For example, positions looking more towards web development would be more interested in whether a user used frameworks used to build websites. Showing leadership and trustworthiness is also a helpful skill to stand out via work experience and university clubs.

What senior support technician skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young senior support technicians need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a senior support technician stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

What soft skills should all senior support technicians possess?

Robert Vinaja Ph.D.

Assistant Professor of Computer Information Systems, Texas A&M University San Antonio

-Ability to work as part of a team.

-Attention to detail.

-Problem-solving and analytical skills.

Do you want to know more?

List of senior support technician skills to add to your resume

The most important skills for a senior support technician resume and required skills for a senior support technician to have include:

Customer Service
Technical Support
Troubleshoot
Desk Support
Phone Calls
Mac
SQL
OS
SharePoint
Network Printers
VPN
Technical Issues
Linux
Computer System
Software Issues
Citrix
Problem Resolution

Android
Technical Problems
Phone Support
Technical Assistance
Customer Support
Windows Server
Unix
VMware
VoIP
Customer Issues
DNS
Windows XP
Trouble Tickets
TCP/IP
DHCP
SCCM
Level II

User Accounts
Network Connectivity
Mobile Device Management
SLA
Remote Desktop
Lan
Connectivity Issues
Apple
POS
Software Support
Level Support
Remote Support
Technical Troubleshooting
PCS
Ethernet

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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