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Become A Technical Support Executive

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Working As A Technical Support Executive

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $74,000

    Average Salary

What Does A Technical Support Executive 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 Executive

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 Executive Jobs

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Technical Support Executive Career Paths

Technical Support Executive
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Information Technology Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Network Engineer Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Network Engineer Systems Engineer Project Manager
Service Delivery Manager
10 Yearsyrs
Consultant Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Consultant Senior Software Engineer Lead Technician
Technical Manager
7 Yearsyrs
Consultant Project Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Engineer Developer Systems Analyst
Systems Manager
6 Yearsyrs
Systems Engineer Analyst Systems Analyst
Information Systems Manager
6 Yearsyrs
Senior Software Engineer Project Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Software Engineer Test Engineer Field Service Technician
Technical Services Manager
7 Yearsyrs
Software Engineer Systems Analyst Information Technology Consultant
Information Technology Operations Manager
9 Yearsyrs
Software Engineer Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Team Leader Project Leader Senior Business Analyst
Implementation Manager
8 Yearsyrs
Business Analyst Information Technology Consultant Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Developer Technical Analyst Desktop Support Analyst
Senior Support Analyst
6 Yearsyrs
Network Security Engineer Network Administrator Information Technology Operations Manager
Service Desk Manager
7 Yearsyrs
Information Technology Analyst Information Technology Administrator Service Desk Analyst
Incident Manager
9 Yearsyrs
Software Developer Technical Analyst Desktop Support Analyst
Senior Desktop Support Technician
6 Yearsyrs
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Do you work as a Technical Support Executive?

Help others decide if this is a good career for them

Average Length of Employment
Systems Support 2.7 years
Support Analyst 2.4 years
Top Careers Before Technical Support Executive
Internship 5.1%
Manager 4.2%
Developer 4.0%
Executive 3.5%
Top Careers After Technical Support Executive
Consultant 6.8%
Manager 4.1%
Developer 3.8%
Executive 3.2%

Do you work as a Technical Support Executive?

Technical Support Executive Demographics

Gender

Male

56.0%

Female

32.5%

Unknown

11.6%
Ethnicity

White

47.2%

Asian

23.4%

Hispanic or Latino

13.7%

Black or African American

9.6%

Unknown

6.1%
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Foreign Languages Spoken

Spanish

42.9%

French

9.5%

Gujarati

4.8%

Hebrew

4.8%

Japanese

4.8%

Russian

4.8%

Hindi

4.8%

Portuguese

2.4%

Serbian

2.4%

Filipino

2.4%

Chinese

2.4%

Marathi

2.4%

Mandarin

2.4%

Cheyenne

2.4%

Polish

2.4%

Thai

2.4%

Croatian

2.4%
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Technical Support Executive Education

Schools

University of Phoenix

17.9%

San Jose State University

9.3%

Community College of the Air Force

6.0%

New York University

5.3%

University of Houston

5.3%

University of Maryland - University College

4.6%

University of Texas at Dallas

4.6%

More Tech Institute

4.6%

University of Texas at Arlington

4.0%

University of Connecticut

4.0%

Southern Methodist University

4.0%

Northeastern University

4.0%

American University

3.3%

George Washington University

3.3%

Michigan State University

3.3%

Arizona State University

3.3%

Saint John's University - New York

3.3%

Texas A&M University

3.3%

A-Technical College

3.3%

Strayer University

3.3%
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Majors

Business

18.1%

Computer Science

16.3%

Electrical Engineering

9.1%

Information Technology

9.1%

Computer Information Systems

5.8%

Computer Engineering

5.4%

Computer Applications

4.7%

Electrical Engineering Technology

3.7%

Computer Networking

3.7%

Engineering

3.5%

Management

2.8%

Mechanical Engineering

2.4%

Education

2.3%

Communication

2.2%

Finance

2.2%

Information Systems

2.0%

Marketing

2.0%

Criminal Justice

1.7%

Human Resources Management

1.7%

Management Information Systems

1.6%
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Degrees

Bachelors

41.2%

Masters

25.6%

Other

16.6%

Associate

7.8%

Certificate

3.5%

Diploma

3.4%

Doctorate

1.8%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$74,000
View Detailed Salary Report
$52,000
Min 10%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$104,000
Max 90%
Best Paying Company
Accenture Federal Services
Highest Paying City
San Francisco, CA
Highest Paying State
West Virginia
Avg Experience Level
2.3 years
How much does a Technical Support Executive make at top companies?
The national average salary for a Technical Support Executive in the United States is $74,375 per year or $36 per hour. Those in the bottom 10 percent make under $52,000 a year, and the top 10 percent make over $104,000.

Real Technical Support Executive Salaries

Job Title Company Location Start Date Salary
DIR., Japanese OE Technical Support Goodyear Dunlop Tires North America, Ltd. Akron, OH Sep 20, 2011 $180,000
Network Support Executive Infoexperts, Inc. Middletown, NJ Apr 05, 2010 $85,000
Production Support Executive Tata Consultancy Services Limited Sunnyvale, CA Dec 24, 2014 $83,000
Production Support Executive Tata Consultancy Services Limited Sunnyvale, CA Jan 11, 2014 $82,500
Production Support Executive Tata Consultancy Services Limited Sunnyvale, CA Oct 01, 2014 $81,500
Production Support Executive Tata Consultancy Services Limited San Jose, CA Jul 07, 2014 $81,500
Production Support Executive Tata Consultancy Services Limited Cupertino, CA Oct 01, 2014 $81,500
Support Executive Tata Consultancy Services Limited San Jose, CA Dec 29, 2014 $81,500
Production Support Executive Tata Consultancy Services Limited Cupertino, CA Oct 01, 2013 $81,500
Production Support Executive Tata Consultancy Services Limited Sunnyvale, CA Dec 27, 2013 $81,500
Production Support Executive Tata Consultancy Services Limited Sunnyvale, CA Oct 01, 2014 $81,000
Production Support Executive Tata Consultancy Services Limited Cupertino, CA Jan 09, 2014 $81,000
Production Support Executive Tata Consultancy Services Limited Cupertino, CA Oct 01, 2014 $81,000
Production Support Executive Tata Consultancy Services Limited San Jose, CA Dec 29, 2013 $81,000
Production Support Executive Tata Consultancy Services Limited Cupertino, CA Oct 01, 2013 $81,000
Production Support Executive Tata Consultancy Services Limited Sunnyvale, CA Oct 01, 2013 $81,000
Production Support Executive Tata Consultancy Services Limited New York, NY Oct 01, 2014 $72,000
Network Support Executive Infoexperts, Inc. Bedminster, NJ Apr 05, 2010 $70,000
Network Support Executive Infoexperts, Inc. Bedminster, NJ Sep 26, 2010 $70,000
Network Support Executive Infoexperts, Inc. Bedminster, NJ Sep 10, 2010 $70,000
Network Support Executive Infoexperts, Inc. Middletown, NJ Sep 10, 2010 $70,000
Productive Support Executive Tata Consultancy Services Limited Austin, TX Feb 19, 2014 $69,200

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Top Skills for A Technical Support Executive

  1. Technical Support
  2. Desktop
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Provided technical support/consulting to all veterinarians and support staff across the country.
  • Managed and administer new/replacement laptop/desktop builds and updates.
  • Analyzed and researched the customer expectations and developed strategies to improve quality of customer service.
  • Assisted customers with advanced remote access technique to provide simple and hassle free solutions.
  • Project involved installing network infrastructure in multiple data centers to support deployment of cellular transport.

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Top 10 Best States for Technical Support Executives

  1. District of Columbia
  2. Delaware
  3. Colorado
  4. Alaska
  5. Massachusetts
  6. New Jersey
  7. Rhode Island
  8. Virginia
  9. Connecticut
  10. Minnesota
  • (569 jobs)
  • (140 jobs)
  • (996 jobs)
  • (102 jobs)
  • (1,201 jobs)
  • (1,094 jobs)
  • (143 jobs)
  • (1,894 jobs)
  • (429 jobs)
  • (835 jobs)

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