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Become A Senior Technical Services Representative

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Working As A Senior Technical Services Representative

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $76,000

    Average Salary

What Does A Senior Technical Services Representative 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 A Senior Technical Services Representative

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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Highest Senior Technical Services Representative Salaries

Job Title Company Location Start Date Salary
Senior Technical Service Representative Eastman Chemical Company Kingsport, TN Mar 21, 2016 $97,760 -
$107,900
Senior Technical Service Representative Eastman Chemical Company Kingsport, TN Apr 28, 2014 $94,370 -
$107,000
SR. Technical Services Representative Halliburton Energy Services, Inc. Conroe, TX Jul 27, 2015 $80,201
SR. Technical Field Service Representative Atlas Pacific Engineering Company Winchester, VA Jul 15, 2011 $76,267
SR. Technical Field Service Representative Atlas Pacific Engineering Company Winchester, VA Aug 31, 2011 $76,267

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Top Skills for A Senior Technical Services Representative

  1. Technical Support
  2. Customer Service
  3. Technical Service Representatives
You can check out examples of real life uses of top skills on resumes here:
  • Provide technical support to customers; identifying and resolving customer challenges.
  • Provided a variety of customer service including distance/one-on-one telecommunication: follow-up / troubleshooting of devices / products / software / website.
  • Developed and installed training programs for new Technical Service Representatives.
  • Involved in new product development teams supporting serviceability and service documentation literature.
  • Answer telephone calls, e-mails and letters from customers and end users concerning products and complaints.

Senior Technical Services Representative Demographics

Gender

Male

65.3%

Female

24.1%

Unknown

10.5%
Ethnicity

White

63.8%

Hispanic or Latino

14.5%

Black or African American

10.6%

Asian

7.7%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

46.2%

German

7.7%

Bosnian

7.7%

Greek

7.7%

Carrier

7.7%

Hindi

7.7%

Serbian

7.7%

Croatian

7.7%
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Senior Technical Services Representative Education

Schools

University of Phoenix

13.5%

Central Connecticut State University

5.8%

University of Washington

5.8%

University of Wisconsin - Milwaukee

5.8%

University of Missouri - Saint Louis

5.8%

Michigan State University

5.8%

Kent State University

5.8%

University of Maine

5.8%

Syracuse University

3.8%

University of Alabama

3.8%

Ohio University -

3.8%

J Sargeant Reynolds Community College

3.8%

Bellevue College

3.8%

Temple University

3.8%

Cleveland Institute of Electronics

3.8%

University of Akron

3.8%

Community College of the Air Force

3.8%

New Mexico State University

3.8%

Pennsylvania State University

3.8%

Georgia State University

3.8%
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Majors

Business

28.9%

Electrical Engineering

7.9%

Electrical Engineering Technology

5.8%

Biology

5.8%

Computer Networking

5.3%

Chemistry

4.2%

Computer Information Systems

4.2%

Computer Science

3.7%

Management

3.7%

Project Management

3.2%

Criminal Justice

3.2%

Chemical Engineering

3.2%

Environmental Control Technologies/Technicians

3.2%

Marketing

3.2%

Education

2.6%

Communication

2.6%

Health Care Administration

2.6%

Information Technology

2.6%

Management Information Systems

2.1%

Finance

2.1%
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Degrees

Bachelors

36.8%

Other

25.2%

Associate

17.5%

Masters

10.4%

Certificate

5.5%

Doctorate

2.8%

Diploma

1.5%

License

0.3%
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