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Working As a Technical Support Advisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $93,000

    Average Salary

What Does A Technical Support Advisor 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 Technical Support Advisor

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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Technical Support Advisor Career Paths

Technical Support Advisor
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Consultant Account Manager
Sales Account Manager
6 Yearsyrs
Technical Support Technician Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Technical Support Technician Team Leader Senior Project Manager
Senior Product Manager
9 Yearsyrs
Technical Support Technician Network Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Technical Support Agent Help Desk Analyst Systems Analyst
Systems Manager
6 Yearsyrs
Technical Support Agent Help Desk Analyst
Level Senior Technician
6 Yearsyrs
Technical Support Agent Help Desk Analyst Desktop Support Technician
Senior Desktop Support Technician
6 Yearsyrs
Specialist Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Specialist Field Service Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Specialist Field Service Technician
Technical Services Manager
7 Yearsyrs
Certified Nursing Assistant Technician Network Administrator
Information Technology Systems Manager
8 Yearsyrs
Certified Nursing Assistant Consultant Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Certified Nursing Assistant Consultant Senior Business Analyst
Implementation Manager
8 Yearsyrs
Technician Registered Nurse Clinical Research Coordinator
Data Manager
6 Yearsyrs
Technician Desktop Support Technician Service Desk Analyst
Service Desk Manager
7 Yearsyrs
Computer Technician Information Technology Consultant Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Computer Technician Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
Computer Technician Service Desk Analyst
Incident Manager
9 Yearsyrs
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Average Length of Employment
Technical Advisor 2.4 years
Support Agent 2.0 years
Support 1.9 years
Home Advisor 1.3 years
Top Careers Before Technical Support Advisor
Cashier 14.5%
Server 3.6%
Internship 2.7%
Manager 2.2%
Supervisor 1.9%
Top Careers After Technical Support Advisor
Cashier 7.2%
Server 2.6%
Consultant 2.4%

Do you work as a Technical Support Advisor?

Average Yearly Salary
$93,000
Show Salaries
$73,000
Min 10%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$118,000
Max 90%
Best Paying Company
CompuCom
Highest Paying City
Santa Clara, CA
Highest Paying State
California
Avg Experience Level
1.4 years
How much does a Technical Support Advisor make at top companies?
The national average salary for a Technical Support Advisor in the United States is $93,340 per year or $45 per hour. Those in the bottom 10 percent make under $73,000 a year, and the top 10 percent make over $118,000.

Real Technical Support Advisor Salaries

Job Title Company Location Start Date Salary
Decision Analysis Advisor, Commercial Support Chevron Corporation Houston, TX Nov 30, 2015 $149,000
Enterprise Technical Support Senior Advisor Dell Software, Inc. Santa Clara, CA Oct 27, 2016 $129,000
Enterprise Technical Support SR. Advisor Dell Marketing L.P. Santa Clara, CA Feb 02, 2015 $127,500
Product Support Technical Advisor 2 Quintiles, Inc. Morrisville, NC Oct 20, 2016 $123,843
Enterprise Technical Support Senior Advisor Dell Marketing LP Santa Clara, CA Oct 03, 2016 $123,607
Enterprise Technical Support SR. Advisor Dell USA LP Santa Clara, CA Mar 02, 2016 $122,762
Enterprise Technical Support Senior Advisor Dell Marketing L.P. San Jose, CA Mar 10, 2014 $117,721
Enterprise Technical Support Senior Advisor Dell Marketing L.P. Santa Clara, CA Jun 30, 2014 $117,721
Enterprise Technical Support Senior Advisor Dell Products, LP San Jose, CA Oct 01, 2012 $113,850
Product Support Technical Advisor II Quintiles, Inc. Morrisville, NC Sep 01, 2014 $112,819
Product Support Technical Advisor I Quintiles, Inc. Morrisville, NC Sep 16, 2016 $112,367
Enterprise Technical Support Senior Advisor Dell USA L.P. Santa Clara, CA Dec 12, 2016 $111,996
Enterprise Technical Support SR. Advisor Dell Products LP San Jose, CA Jul 16, 2012 $111,000
Product Support Technical Advisor II Quintiles, Inc. Morrisville, NC Oct 02, 2015 $110,290
Enterprise Technical Support Senior Advisor Dell USA LP Round Rock, TX Sep 17, 2013 $100,385
Systems Support Advisor Compucom Systems Inc. Wauwatosa, WI Dec 22, 2014 $99,100
Enterprise Technical Support SR. Advisor Dell USA L.P. Austin, TX Sep 28, 2013 $98,209
Enterprise Technical Support Senior Advisor Dell USA L.P. Austin, TX Sep 20, 2013 $98,209
As400 Production Support Advisor Caremark, LLC Richardson, TX May 05, 2014 $97,822 -
$137,100
As400 Synon Production Support Advisor Caremark, LLC Richardson, TX Sep 02, 2015 $97,821 -
$135,000
Enterprise Technical Support SR. Advisor Dell Marketing LP Plano, TX Aug 27, 2013 $89,300
Advisor, Production Support Caremark, LLC Buffalo Grove, IL Jan 18, 2016 $89,200 -
$109,600
Geoscience System Support Advisor Hess Corporation Houston, TX Apr 28, 2013 $89,000 -
$136,000
Technical Support-Wellbore Positioning Advisor Baker Hughes Incorporated Houston, TX Oct 01, 2012 $88,300
Weblogic Product Support Technical Advisor II Quintiles, Inc. Morrisville, NC Oct 01, 2012 $87,818 -
$103,191
Product Support Technical Advisor I Quintiles, Inc. Morrisville, NC Feb 15, 2012 $87,818 -
$100,000
Enterprise Technical Support Senior Advisor Dell Marketing, LP Plano, TX Sep 17, 2014 $87,550
Enterprise Technical Support Advisor Sonicwall, Inc. San Jose, CA Jan 28, 2013 $87,458

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Top Skills for A Technical Support Advisor

  1. Apple Devices
  2. Customer Service
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Handled escalated technical support situations with customers using multiple Apple devices.
  • Provide tier 2 technical support and general customer service to wireless customers while using designated power formula in call center environment.
  • Optimized performance of technical support engineers to achieve department goals and standards by monitoring individual caseloads and assisting when necessary.
  • Provided customers with over the phone assistance regarding software and/or hardware issues with the IOS and MACOS line of devices.
  • Demonstrated high-level technical expertise in managing installation and testing of hardware and updates on all equipment across all university computer laboratories.

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Top 10 Best States for Technical Support Advisors

  1. Delaware
  2. Georgia
  3. District of Columbia
  4. Texas
  5. California
  6. New Jersey
  7. New York
  8. Virginia
  9. North Carolina
  10. Connecticut
  • (100 jobs)
  • (808 jobs)
  • (268 jobs)
  • (1,947 jobs)
  • (2,751 jobs)
  • (754 jobs)
  • (1,190 jobs)
  • (1,109 jobs)
  • (779 jobs)
  • (323 jobs)

Technical Support Advisor Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 3,551 Technical Support Advisor resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Technical Support Advisor Resume

View Resume Examples

Technical Support Advisor Demographics

Gender

Female

45.5%

Male

45.4%

Unknown

9.1%
Ethnicity

White

61.6%

Hispanic or Latino

16.1%

Black or African American

12.1%

Asian

6.4%

Unknown

3.8%
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Foreign Languages Spoken

Spanish

51.7%

French

11.0%

Portuguese

5.9%

German

5.9%

Arabic

5.1%

Russian

3.4%

Japanese

3.4%

Korean

2.5%

Norwegian

1.7%

Swedish

0.8%

Vietnamese

0.8%

Romanian

0.8%

Dutch

0.8%

Hindi

0.8%

Somali

0.8%

Danish

0.8%

Indonesian

0.8%

Ukrainian

0.8%

Italian

0.8%

Czech

0.8%
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Technical Support Advisor Education

Schools

University of Phoenix

17.9%

New Mexico State University

7.1%

Wake Technical Community College

6.0%

Strayer University

6.0%

Arizona State University

5.5%

Full Sail University

5.2%

Ashford University

4.7%

The Academy

4.7%

Florida State College at Jacksonville

4.7%

Southern New Hampshire University

4.4%

Georgia Perimeter College

4.1%

Wayne State University

3.8%

Austin Community College

3.8%

Georgia State University

3.6%

University of North Carolina at Greensboro

3.3%

Central Oregon Community College

3.0%

California State University - Sacramento

3.0%

Broward College

3.0%

Portland Community College

3.0%

University of Texas at Austin

3.0%
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Majors

Business

26.5%

Computer Science

8.5%

Information Technology

7.7%

Computer Information Systems

6.1%

Criminal Justice

5.4%

Accounting

4.5%

Communication

4.0%

Psychology

3.8%

General Studies

3.6%

Health Care Administration

3.6%

English

3.2%

Nursing

3.0%

Marketing

2.9%

Graphic Design

2.9%

Management

2.7%

Medical Assisting Services

2.7%

Computer Networking

2.6%

Electrical Engineering

2.2%

Political Science

2.1%

Photography

2.0%
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Degrees

Bachelors

35.9%

Other

30.4%

Associate

17.9%

Masters

8.0%

Certificate

4.2%

Diploma

2.1%

Doctorate

1.1%

License

0.3%
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