FIND PERSONALIZED JOBS
Sign up to Zippia and discover your career options with your personalized career search.

Log In

Log In to Save

Sign Up to Save

Sign Up to Dismiss

or

The email and password you specified are invalid. Please, try again.

Email and password are mandatory

Forgot Password?

Don't have an account? Sign Up

reset password

Enter your email address and we will send you a link to reset your password.

Back to Log In

FIND
PERSONALIZED JOBS

Become A Senior Technical Support Representative

Where do you want to work?

To get started, tell us where you'd like to work.
Sorry, we can't find that. Please try a different city or state.

Working As A Senior Technical Support Representative

  • 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 A Senior Technical Support 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.

Show More

Show Less

How To Become A Senior Technical Support 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.

Show More

Show Less

Senior Technical Support Representative jobs

NO RESULTS

Aw snap, no jobs found.

Add To My Jobs

Senior Technical Support Representative Career Paths

Senior Technical Support Representative
Quality Assurance Engineer Quality Assurance Manager Operations Manager
Assistant Vice President
7 Yearsyrs
Network Technician Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Technical Support Manager Senior Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Manager Service Manager Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Project Manager Program Manager General Manager
District Manager
7 Yearsyrs
Business Analyst Finance Manager Account Manager
District Sales Manager
7 Yearsyrs
Manager Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Computer Technician Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Technical Support Manager Service Manager Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Systems Engineer Project Engineer Program Manager
Operations Director
9 Yearsyrs
Computer Technician Field Service Technician Service Manager
Operations Manager
7 Yearsyrs
Project Manager Construction Manager Operations Manager
President Of Operations
11 Yearsyrs
Quality Assurance Engineer Quality Assurance Business Analyst
Product Manager
7 Yearsyrs
Network Technician Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Business Analyst Product Manager Sales Manager
Senior Account Manager
7 Yearsyrs
Help Desk Analyst Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Engineer Project Manager Program Manager
Senior Manager
10 Yearsyrs
Help Desk Analyst Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
Show More

Average Length of Employment
Support Lead 2.7 years
Technical Advisor 2.4 years
Support 2.0 years
Top Employers Before
Supervisor 2.3%
Top Employers After
Owner 3.0%
Manager 3.0%

Senior Technical Support Representative Demographics

Gender

Male

71.9%

Female

26.1%

Unknown

2.0%
Ethnicity

White

77.8%

Hispanic or Latino

12.2%

Asian

7.3%

Unknown

2.2%

Black or African American

0.5%
Show More
Languages Spoken

Spanish

46.2%

French

7.7%

Polish

7.7%

Portuguese

3.8%

Icelandic

3.8%

Vietnamese

3.8%

German

3.8%

Japanese

3.8%

Greek

3.8%

Carrier

3.8%

Hindi

3.8%

Tagalog

3.8%

Italian

3.8%
Show More

Senior Technical Support Representative Education

Schools

University of Phoenix

23.6%

Arizona State University

5.6%

Texas State University

5.6%

Strayer University

5.6%

Austin Community College

5.6%

George Washington University

5.6%

Middle Tennessee State University

5.6%

Virginia Commonwealth University

4.2%

Community College of the Air Force

4.2%

Hofstra University

4.2%

Newberry College

4.2%

Southern New Hampshire University

4.2%

University of Maryland - University College

2.8%

Ithaca College

2.8%

University of Texas at Tyler

2.8%

Temple University

2.8%

Mississippi State University

2.8%

College of DuPage

2.8%

Liberty University

2.8%

Villanova University

2.8%
Show More
Majors

Business

22.2%

Computer Science

15.3%

Information Technology

8.4%

Computer Information Systems

6.9%

Electrical Engineering

6.2%

Computer Applications

4.4%

Communication

3.6%

Electrical Engineering Technology

3.3%

General Studies

3.3%

Education

3.3%

Information Systems

3.3%

Psychology

2.9%

Marketing

2.9%

Accounting

2.9%

Computer Networking

2.5%

Computer Programming

2.2%

Project Management

2.2%

Computer Technical Support

1.5%

Liberal Arts

1.5%

Management

1.5%
Show More
Degrees

Bachelors

38.9%

Other

25.9%

Associate

17.0%

Masters

11.5%

Certificate

4.7%

Diploma

1.5%

Doctorate

0.5%
Show More
Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Senior Technical Support Representative

TechnicalSupportRepresentativesComputerHardwareSoftwareProductsTroubleshootInternetExplorerEmailRemoteAccessWebTechnicalSupportIssuesMacCustomerServiceCustomerSatisfactionCustomerSupportAdditionalTechnicalSupportCallsCustomerIssuesNTSoftwareIssuesOSWindowsXP

Show More

Top Senior Technical Support Representative Skills

  1. Technical Support Representatives
  2. Computer Hardware
  3. Software Products
You can check out examples of real life uses of top skills on resumes here:
  • Trained entry level technical support representatives.
  • Perform standard internet troubleshooting and computer hardware troubleshooting as needed.
  • Mentored existing and new technicians with support and training on all existing and new Hewlett Packard hardware and software products.
  • Documented troubleshooting strategies and implemented resolutions.
  • Delivered priority to customers who sent email directly to executives.

Top Senior Technical Support Representative Employers