What does a technical support analyst lead do?
Technical support analyst lead responsibilities
Here are examples of responsibilities from real technical support analyst lead resumes:
- Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
- Develop custom SharePoint sites to solve business challenges.
- Support VPN connectivity software with RSA token security key.
- Resolve issues concerning network security, RAS, VPN, network connectivity, printing capabilities.
- Interact with vendor's engineering group to further enhance streaming performance and help troubleshoot system outages.
- Help to implement the new file system SharePoint so that there will be no issues client side.
- Analyze, troubleshoot, and repair computer systems, hardware and peripherals including tablets, printers, postage machines and phones.
- Assist patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
- Assist with the network installation in the new building by installing Cisco switches, phone system and cabling in network closets.
- Assist with integration of customer own applications and databases with clustering technology, and SAN base volume management.
Technical support analyst lead skills and personality traits
We calculated that 8% of Technical Support Analyst Leads are proficient in PC, Customer Service, and Level Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Technical Support Analyst Leads that have these skills listed on their resume here:
- PC, 8%
Managed all PC related equipment in two bio labs that operated 24/7 and the Smithsonian Certified Spinal Museum housed on-site.
- Customer Service, 7%
Provided daily customer service, administrative, operational and coordination support to the related department.
- Level Support, 7%
Worked as a Second Level Support Team for dispatch and service setup for the company.
- User Accounts, 5%
Performed support duties using Active Directory on a Server 2003 Environment to delete/create user accounts and mailboxes.
- Remote Desktop, 5%
Support onsite technicians through SSH and remote desktop connections for troubleshooting issues with new media installations.
- Troubleshoot, 4%
Analyzed, troubleshoot, and repair computer systems, hardware and peripherals including tablets, printers, postage machines and phones.
Most technical support analyst leads use their skills in "pc," "customer service," and "level support" to do their jobs. You can find more detail on essential technical support analyst lead responsibilities here:
Customer-service skills. One of the key soft skills for a technical support analyst lead to have is customer-service skills. You can see how this relates to what technical support analyst leads do because "computer support specialists must be patient and sympathetic." Additionally, a technical support analyst lead resume shows how technical support analyst leads use customer-service skills: "managed and assisted in training tech support analysts and customer support reps in a call center environment. "
Listening skills. Another essential skill to perform technical support analyst lead duties is listening skills. Technical support analyst leads responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Technical support analyst leads also use listening skills in their role according to a real resume snippet: "communicated with customers globally via telephone and email requesting information and technical support for jeppesen flight planning applications. "
Problem-solving skills. Another skill that relates to the job responsibilities of technical support analyst leads is problem-solving skills. This skill is critical to many everyday technical support analyst lead duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "interact with software, hardware, middleware, and vendors as needed to ensure prompt resolution of connectivity issues. "
Speaking skills. For certain technical support analyst lead responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a technical support analyst lead rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what technical support analyst leads do: "assisted latin american companies that spoke only spanish only via phone support. "
Writing skills. Another common skill required for technical support analyst lead responsibilities is "writing skills." This skill comes up in the duties of technical support analyst leads all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real technical support analyst lead resume shows how this skill is central to what a technical support analyst lead does: "lead efforts to solve our customers' most difficult technical issues writing reports for senior management and delivering presentations. "
The three companies that hire the most technical support analyst leads are:
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Compare different technical support analyst leads
Technical support analyst lead vs. Lead support technician
Lead support technicians test and troubleshoot onboard systems by using various interface tools and proprietary software. Besides following instructions, lead support technicians also work hand-in-hand with managers to ensure all quality standards are implemented. Lead support technicians also oversee and support different technical tasks, including brackets, building weldments, fabricating, and modifying support structures. Moreover, lead support technicians troubleshoot and resolve hardware and software problems.
There are some key differences in the responsibilities of each position. For example, technical support analyst lead responsibilities require skills like "pc," "level support," "remote desktop," and "troubleshoot." Meanwhile a typical lead support technician has skills in areas such as "customer satisfaction," "java," "computer system," and "sql server." This difference in skills reveals the differences in what each career does.
Lead support technicians earn the highest salaries when working in the technology industry, with an average yearly salary of $92,806. On the other hand, technical support analyst leads are paid more in the technology industry with an average salary of $107,422.The education levels that lead support technicians earn slightly differ from technical support analyst leads. In particular, lead support technicians are 3.4% less likely to graduate with a Master's Degree than a technical support analyst lead. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Technical support analyst lead vs. Senior support technician
A senior support technician is an individual specializing in diagnosing and resolving information technology (IT)-related problems in an organization, including virus issues, forgotten passwords, and software updates. The job requires knowledge about the installation, configuration, and testing of computer hardware and software. Possessing excellent customer service, listening, and problem-solving skills is also vital to qualify for the position. The job's education requirements include an associate or bachelor's degree in computer science, business, information technology, or a related field.
Each career also uses different skills, according to real technical support analyst lead resumes. While technical support analyst lead responsibilities can utilize skills like "pc," "desktop support," "database," and "technical training," senior support technicians use skills like "technical support," "desk support," "phone calls," and "computer system."
On average, senior support technicians earn a lower salary than technical support analyst leads. Some industries support higher salaries in each profession. Interestingly enough, senior support technicians earn the most pay in the technology industry with an average salary of $75,924. Whereas technical support analyst leads have higher pay in the technology industry, with an average salary of $107,422.senior support technicians earn similar levels of education than technical support analyst leads in general. They're 4.8% less likely to graduate with a Master's Degree and 0.2% less likely to earn a Doctoral Degree.Technical support analyst lead vs. Technical expert
Technical experts are professionals who are responsible for managing technical programs and products of a technology-based company by providing customer service, staff training, and web development. They must provide technical support on products and current issues through phone calls or face-to-face customer end support. They must conduct technical assistance to help solve operational problems faced by customers while train users to operate automation and communications equipment. They must also research for costing-effective and new technologies while coaching employees on selling those new technologies.
The required skills of the two careers differ considerably. For example, technical support analyst leads are more likely to have skills like "pc," "customer service," "level support," and "user accounts." But a technical expert is more likely to have skills like "ventilation," "customer satisfaction," "technical problems," and "technical troubleshooting."
Technical experts earn the best pay in the media industry, where they command an average salary of $132,483. Technical support analyst leads earn the highest pay from the technology industry, with an average salary of $107,422.Most technical experts achieve a similar degree level compared to technical support analyst leads. For example, they're 0.9% more likely to graduate with a Master's Degree, and 1.5% more likely to earn a Doctoral Degree.Technical support analyst lead vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
Types of technical support analyst lead
Updated January 8, 2025
