A software support technician is responsible for resolving software application issues, diagnosing related system failures, and writing resolution reports for reference. Software support technicians must be highly-familiarized with the system's infrastructure and interface to immediately diagnose malfunctions and identify maintenance techniques to prevent the reoccurrence of downtimes and delays. They also assist the system engineers in the configuration and optimization of networks, including the installment of upgrades and patch updates. A software support technician must have excellent organizational and communication skills, especially in navigating computer tools and applications to create support tickets and fix the customers' issues efficiently.

Software Support Technician Responsibilities

Here are examples of responsibilities from real software support technician resumes representing typical tasks they are likely to perform in their roles.

  • Manage desktop services team members to provide SLA agreements within network support services department.
  • Manage trouble ticket queues in order to keep tickets within SLA's and to expedite high level issues.
  • Install and configure multiple UNIX servers and databases using native utilities; configure internal network, configure and manage SSL certificates.
  • Manage customers' database accounts, perform customer verification and process applications, orders and requests.
  • Provide third-party technical support for multiple software applications, answer questions via telephone or email regarding hardware and software problems.
  • Perform service calls to troubleshoot client network connectivity and replace malfunctioned lease computer hardware.
  • Use SCCM to push updates and monitor mobile and desktop devices.
  • Receive, resolve and document software, hardware and TCP/IP connectivity problems.
  • Develop SharePoint site with InfoPath feed and other tools for business improvement.
  • Support medium networks of multiple OS computers with design, configuration and maintenance services.
Software Support Technician Traits
Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.
Listening is an important part of the communication process as it allows you to understand information.
Problem-solving skills is the way that one is able to effectively solve a problem in a timely manner.

Software Support Technician Job Description

Perhaps the hardest question to answer when deciding on a career as a software support technician is "should I become a software support technician?" You might find this info to be helpful. When compared to other jobs, software support technician careers are projected to have a growth rate described as "faster than average" at 10% from 2018 through 2028. This is in accordance with the Bureau of Labor Statistics. What's more, is that the projected number of opportunities that are predicted to become available for a software support technician by 2028 is 83,100.

A software support technician annual salary averages $76,907, which breaks down to $36.97 an hour. However, software support technicians can earn anywhere from upwards of $55,000 to $106,000 a year. This means that the top-earning software support technicians make $51,000 more than the lowest-earning ones.

Once you've become a software support technician, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include an administrative technical support, technical support engineer, technical support trainer, and technician support tier.

Software Support Technician Jobs You Might Like

Software Support Technician Resume Examples

Software Support Technician Skills and Personality Traits

We calculated that 12% of Software Support Technicians are proficient in Customer Service, Email, and Troubleshoot. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Software Support Technicians that have these skills listed on their resume here:

  • Customer Service, 12%

    Mentored telephone representatives to ensure execution and understanding of departmental quality standards, technical assistance and excellent customer service.

  • Email, 10%

    Provide technical product selection and problem solving information for customer inquiries received by telephone and email, both domestic and international.

  • Troubleshoot, 7%

    Performed service calls to troubleshoot client network connectivity and replaced malfunctioned leased computer hardware.

  • Hardware, 5%

    Provided support and service to small business and individuals for software and hardware maintenance issues enabling a highly functioning technology environment.

  • Technical Support, 5%

    Provide technical support for a growing number of wireless/data products, and continuously demonstrate proficiency in technical product knowledge.

  • Database, 5%

    Performed query, added, edited or deleted an Alias Definition Interface by using database administration utility.

Most software support technicians list "customer service," "email," and "troubleshoot" as skills on their resumes. We go into more details on the most important software support technician responsibilities here:

  • Customer-service skills can be considered to be the most important personality trait for a software support technician to have. According to a software support technician resume, "computer support specialists must be patient and sympathetic" software support technicians are able to use customer-service skills in the following example we gathered from a resume: "provided technical and application support to oem customers, distributors, area managers and product managers. "
  • While it may not be the most important skill, we found that many software support technician duties rely on listening skills. This example from a software support technician explains why: "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." This resume example is just one of many ways software support technicians are able to utilize listening skills: "communicated with clients through email and phone. "
  • Problem-solving skills is also an important skill for software support technicians to have. This example of how software support technicians use this skill comes from a software support technician resume, "support workers must identify both simple and complex computer problems, analyze them, and solve them." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "provide application support to district educators, pertaining to software functionality, incident resolution, and system configuration. "
  • A thorough review of lots of resumes revealed to us that "speaking skills" is important to completing software support technician responsibilities. This resume example shows just one way software support technicians use this skill: "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical software support technician tasks: "presented at training workshops for external customers and provided onsite training during software conversions. "
  • Another common skill for a software support technician to be able to utilize is "writing skills." Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions. A software support technician demonstrated the need for this skill by putting this on their resume: "provided software support to pagemaker users technical lead for research, testing and technical writing. "
  • See the full list of software support technician skills.

    Before becoming a software support technician, 59.3% earned their bachelor's degree. When it comes down to graduating with a master's degree, 8.3% software support technicians went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, most software support technicians have a college degree. But about one out of every seven software support technicians didn't attend college at all.

    Those software support technicians who do attend college, typically earn either a computer science degree or a business degree. Less commonly earned degrees for software support technicians include a computer information systems degree or a information technology degree.

    When you're ready to become a software support technician, you might wonder which companies hire software support technicians. According to our research through software support technician resumes, software support technicians are mostly hired by General Electric, Fiserv, and Hitachi Data Systems. Now is a good time to apply as General Electric has 136 software support technicians job openings, and there are 5 at Fiserv and 4 at Hitachi Data Systems.

    But if you're interested in companies where you might earn a high salary, software support technicians tend to earn the biggest salaries at Live Nation Entertainment, Backlund Investment Co, and State Street. Take Live Nation Entertainment for example. The median software support technician salary is $92,789. At Backlund Investment Co, software support technicians earn an average of $91,638, while the average at State Street is $91,031. You should take into consideration how difficult it might be to secure a job with one of these companies.

    View more details on software support technician salaries across the United States.

    Some other companies you might be interested in as a software support technician include United States Navy, IBM, and Verizon Communications. These three companies were found to hire the most software support technicians from the top 100 U.S. educational institutions.

    In general, software support technicians fulfill roles in the technology and finance industries. While employment numbers are high in those industries, the software support technician annual salary is the highest in the health care industry with $79,226 as the average salary. Meanwhile, the retail and technology industries pay $76,253 and $73,778 respectively. This means that software support technicians who are employed in the health care industry make 9.5% more than software support technicians who work in the manufacturing Industry.

    The three companies that hire the most prestigious software support technicians are:

      What Administrative Technical Supports Do

      Administrative technical support maintains every technical set-up used in a company. Their primary responsibility is to inspect a company's systems, evaluate for issues, and repair any problems immediately. Administrative technical support is typically on call at the start of the day and, when they are not responding to calls, they conduct regular check-ups on all company systems. They are also responsible for creating technical reports and offering recommendations for improvements.

      In this section, we take a look at the annual salaries of other professions. Take administrative technical support for example. On average, the administrative technical supports annual salary is $25,013 lower than what software support technicians make on average every year.

      While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both software support technicians and administrative technical supports positions are skilled in customer service, email, and troubleshoot.

      There are some key differences in responsibilities as well. For example, a software support technician responsibilities require skills like "database," "os," "sccm," and "knowledge base." Meanwhile a typical administrative technical support has skills in areas such as "data entry," "backup," "sharepoint," and "office supplies." This difference in skills reveals how truly different these two careers really are.

      On average, administrative technical supports reach lower levels of education than software support technicians. Administrative technical supports are 5.1% less likely to earn a Master's Degree and 0.3% less likely to graduate with a Doctoral Degree.

      What Are The Duties Of a 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.

      Now we're going to look at the technical support engineer profession. On average, technical support engineers earn a $7,899 higher salary than software support technicians a year.

      A similarity between the two careers of software support technicians and technical support engineers are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "customer service," "email," and "troubleshoot. "

      While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that software support technician responsibilities requires skills like "phone calls," "desk support," "sccm," and "laptops." But a technical support engineer might use skills, such as, "java," "complex issues," "crm," and "san."

      Technical support engineers may earn a higher salary than software support technicians, but technical support engineers earn the most pay in the telecommunication industry with an average salary of $84,364. On the other side of things, software support technicians receive higher paychecks in the health care industry where they earn an average of $79,226.

      In general, technical support engineers study at similar levels of education than software support technicians. They're 4.7% more likely to obtain a Master's Degree while being 0.3% more likely to earn a Doctoral Degree.

      How a Technical Support Trainer Compares

      A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.

      The technical support trainer profession generally makes a higher amount of money when compared to the average salary of software support technicians. The difference in salaries is technical support trainers making $804 higher than software support technicians.

      While looking through the resumes of several software support technicians and technical support trainers we discovered that both professions have similar skills. These similarities include skills such as "customer service," "email," and "troubleshoot," but they differ when it comes to other required skills.

      Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from software support technician resumes include skills like "database," "desk support," "sccm," and "laptops," whereas a technical support trainer might be skilled in "product support," "crm," "product knowledge," and "data entry. "

      Technical support trainers make a very good living in the finance industry with an average annual salary of $93,031. Whereas software support technicians are paid the highest salary in the health care industry with the average being $79,226.

      When it comes to education, technical support trainers tend to earn similar education levels than software support technicians. In fact, they're 3.2% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.

      Description Of a Technician Support Tier

      A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.

      Now, we'll look at technician support tiers, who generally average a lower pay when compared to software support technicians annual salary. In fact, the difference is about $28,561 per year.

      According to resumes from both software support technicians and technician support tiers, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "customer service," "email," and "hardware. "

      Even though a few skill sets overlap, there are some differences that are important to note. For one, a software support technician might have more use for skills like "troubleshoot," "database," "os," and "desk support." Meanwhile, some technician support tiers might include skills like "trouble shooting," "tier ii," "desktop," and "ios" on their resume.

      Now, let's take a closer look at the financials in each career. The media industry tends to pay more for technician support tiers with an average of $46,450. While the highest software support technician annual salary comes from the health care industry.

      Technician support tiers reach lower levels of education when compared to software support technicians. The difference is that they're 10.7% more likely to earn a Master's Degree less, and 0.5% less likely to graduate with a Doctoral Degree.