What does a Technical Support Specialist do?
A technical support specialist is responsible for assisting customer's and businesses' concerns and system issues by performing troubleshooting and remote solutions. These specialists must have extensive knowledge of system applications, including software and hardware database to handle complex processes that might affect the end user's experience or the business' daily operations. Technical support specialists should maintain excellent communication skills to guide the client and business on solving network problems. They must also document concerns and progress promptly for reference and quality checks.
Technical support specialist responsibilities
Here are examples of responsibilities from real technical support specialist resumes:
- Implement hardware and software upgrades and maintain stability, usability, and security for desktop/laptop/mobile systems; achieve SLA's.
- Manage all operating end-user software including JavaScript - updating/installing Java.
- Install, configure and manage proprietary applications on Unix servers.
- Manage large-scale PC deployments including site surveys involving verification of network activity and appropriate power availability.
- Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
- Deploy and troubleshoot complex software installations in Microsoft and Linux environments.
- Develop, maintain, and cataloge an accurate and up-to-date inventory database for all workstations according to standards and specifications.
- Supply detailed case management within Microsoft CRM.
- Work on special projects including conversion of their CRM system to Saleforce.com.
- Earn solid reputation for resolving complex computer, software, and math issues.
- Repair and reinstal software such as operating systems, math and music software.
- Answer incoming technical support calls to support various operating systems types, email issues for PC/Mac base systems.
- Provide problem solving and troubleshooting for connectivity issues with customers and helping customers with TCP/IP, DNS, and DHCP.
- Handle escalated issues and troubleshot issues with DNS, FTP, website accessibility, log parsing, and best practices.
- Implement the relocation of network switches for the ADPE repair bench, thus reducing network issues and increasing the productivity.
Technical support specialist skills and personality traits
We calculated that 12% of Technical Support Specialists are proficient in Customer Service, Technical Support, 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 Technical Support Specialists that have these skills listed on their resume here:
- Customer Service, 12%
Supported incoming calls from domestic and international business customers, by performing trouble-shooting and service inquiry management and superior customer service.
- Technical Support, 10%
Solved technical support questions by phone to residential and business DSL customers * Provided installation and configuration instructions for broadband service.
- Troubleshoot, 8%
Educated and advised internet equipment operation to customers via telephone explaining equipment usage and troubleshoot internet equipment issues.
- Math, 4%
Support for students included programs in math, reading and science, grades 3 through 10.
- Customer Satisfaction, 3%
Identified, analyzed and resolved level 2 severity alerts within 15 minutes, resulting in customer satisfaction exceeding expectations.
- Phone Calls, 3%
Handled customer phone calls; analyzed problems; diagnosed probable cause; systematically eliminated alternatives; and provided troubleshooting solutions.
Most technical support specialists use their skills in "customer service," "technical support," and "troubleshoot" to do their jobs. You can find more detail on essential technical support specialist responsibilities here:
Customer-service skills. To carry out their duties, the most important skill for a technical support specialist to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Technical support specialists often use customer-service skills in their day-to-day job, as shown by this real resume: "provide all activities associated with troubleshooting customer support issues, selling retaining repair coordination, billing and general customer support. "
Listening skills. Many technical support specialist duties rely on 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.," so a technical support specialist will need this skill often in their role. This resume example is just one of many ways technical support specialist responsibilities rely on listening skills: "communicated issues effectively to second level support and other support desks as necessary. "
Problem-solving skills. This is an important skill for technical support specialists to perform their duties. For an example of how technical support specialist responsibilities depend on this skill, consider that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a technical support specialist: "assumed responsibility of customer support requests to ensure timely resolution of technical issues in collaboration with cross-functional internal teams. ".
Speaking skills. technical support specialist responsibilities often require "speaking skills." The duties that rely on this skill are shown by the fact that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows what technical support specialists do with speaking skills on a typical day: "presented luns to different hosts such as windows, linux, unix, sun solaris 9 and vmware. "
Writing skills. Another crucial skill for a technical support specialist to carry out their responsibilities is "writing skills." A big part of what technical support specialists relies on this skill, since "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." How this skill relates to technical support specialist duties can be seen in an example from a technical support specialist resume snippet: "implemented and maintained intranet knowledgebase website and software depository: technical writing, graphic design, and sharepoint intranet design. "
The three companies that hire the most technical support specialists are:
Choose from 10+ customizable technical support specialist resume templates
Build a professional technical support specialist resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your technical support specialist resume.
Compare different technical support specialists
Technical support specialist vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
While similarities exist, there are also some differences between technical support specialists and systems support. For instance, technical support specialist responsibilities require skills such as "math," "phone calls," "desk support," and "post sales." Whereas a systems support is skilled in "pc," "provides technical support," "desktop support," and "end user support." This is part of what separates the two careers.
Systems supports tend to make the most money working in the professional industry, where they earn an average salary of $72,760. In contrast, technical support specialists make the biggest average salary, $60,838, in the finance industry.The education levels that systems supports earn slightly differ from technical support specialists. In particular, systems supports are 2.9% more likely to graduate with a Master's Degree than a technical support specialist. Additionally, they're 0.0% more likely to earn a Doctoral Degree.Technical support specialist vs. Software support technician
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.
Each career also uses different skills, according to real technical support specialist resumes. While technical support specialist responsibilities can utilize skills like "technical support," "math," "customer satisfaction," and "post sales," software support technicians use skills like "database," "sql server," "salesforce," and "qa."
Software support technicians earn a higher average salary than technical support specialists. But software support technicians earn the highest pay in the finance industry, with an average salary of $86,283. Additionally, technical support specialists earn the highest salaries in the finance with average pay of $60,838 annually.In general, software support technicians achieve similar levels of education than technical support specialists. They're 3.4% more likely to obtain a Master's Degree while being 0.0% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for Technical Support Specialists in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Technical support specialist vs. Desktop support technician
A desktop support technician is responsible for troubleshooting defective computer systems, affecting its performance and efficiency. Desktop support technicians must be highly familiar with the technology systems and programming codes to navigate system applications and locate the discrepancy of the system. They keep documentation of the ticket issue and the resolution for reference and quality improvement. A desktop support technician also configures and updates computer systems and networks for better optimization, as well as conducting regular inspections and monitoring the efficiency of installed programs and patches.
The required skills of the two careers differ considerably. For example, technical support specialists are more likely to have skills like "math," "customer satisfaction," "phone calls," and "desk support." But a desktop support technician is more likely to have skills like "desktop support," "laptop computers," "lan wan," and "desktop computers."
Desktop support technicians make a very good living in the finance industry with an average annual salary of $49,591. On the other hand, technical support specialists are paid the highest salary in the finance industry, with average annual pay of $60,838.Most desktop support technicians achieve a similar degree level compared to technical support specialists. For example, they're 1.5% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Technical support specialist vs. Network support technician
A network support technician specializes in optimizing a company's information technology (IT) networks for a smooth and efficient workflow. Their responsibilities revolve around addressing issues and concerns, troubleshooting, installing systems, executing upgrades, conducting diagnostic tests, and performing corrective measures as needed. They must also coordinate with staff in developing new IT systems, evaluate existing networks for areas needing improvement, and develop protocols while adhering to the company's policies and regulations. Furthermore, as a network support technician, it is essential to maintain regular network maintenance checks to ensure the security and safety of company data.
Types of technical support specialist
Updated January 8, 2025
