Technical support technicians are skilled professionals who resolve computer or information technology-related concerns. They may do installations, repairs, or maintenance activities of various applications or computer hardware. They are sometimes assigned specific issues or concerns to resolve so that they will not be bombarded with various issues. This means that they can now specialize in a specific family of concerns. Technical support technicians may provide on-site support, going directly to the person who needs help and doing what needs to be done or troubleshoot the problem in person. They may also be offsite and would usually be manning helpdesk hotlines. Offsite technical support technicians walk the caller through the steps they should do to fix the issues. As such, when a technical support technician is offsite, they are expected to be good communicators and will be able to provide clear instructions.

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Technical Support Technician Responsibilities

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

  • Manage paperwork associate with HVAC procedures.
  • Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
  • Provide over-the-phone second tier technical support for high-speed internet and LAN troubleshooting.
  • Experience in troubleshooting IOS devices, while working with mac and windows products.
  • Resolve issue relate to windows, network connectivity, as well as problems associate with software and hardware errors.
  • Resolve technical support issues and concerns of clients relating to UNIX base AES software and relate 3rd party products.
  • Support include both hardware and software for complex networking environments and trouble shooting and configuring DNS, DHCP, and TCP/IP.
  • Assist in database software applications and implementing SQL server solutions.
  • Network connectivity troubleshooting, including small-office LAN and VPN connectivity.
  • Resolve connectivity issues along with email software configuration and internet security.
  • Perform PC/laptop hardware set-up, install OS software/drivers, set-up and oversee printers/fax/scanner operations.
  • Assist international customers with hardware and software relate issues with the company manufacture desktops and laptops.
  • Assist clients with technical support by phone and e-mail using Mozilla Thunderbird, assist with troubleshooting on-site cameras sometimes using Linux
  • Deliver detailed guidance to customers to correct various PC issues including software errors and hardware configurations, ensuring quality customer service.
  • Perform QA inspector for incoming material and sampling/ testing.

Technical Support Technician Job Description

When it comes to understanding what a Technical Support Technician does, you may be wondering, "should I become a Technical Support Technician?" The data included in this section may help you decide. Compared to other jobs, Technical Support Technicians have a growth rate described as "faster than average" at 10% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of Technical Support Technician opportunities that are predicted to open up by 2028 is 83,100.

On average, the Technical Support Technician annual salary is $39,445 per year, which translates to $18.96 an hour. Generally speaking, Technical Support Technicians earn anywhere from $26,000 to $59,000 a year, which means that the top-earning Technical Support Technicians make $33,000 more than the ones at the lower end of the spectrum.

It's hard work to become a Technical Support Technician, but even the most dedicated employees consider switching careers from time to time. Whether you're interested in a more challenging position or just looking for a fresh start, we've compiled extensive information on becoming a Systems Support, System Technician, Computer Technician, and Administrative Technical Support.

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12 Technical Support Technician Resume Examples

Technical Support Technician Skills and Personality Traits

We calculated that 17% of Technical Support Technicians are proficient in Customer Service, Technical Support, and Email. 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 Technicians that have these skills listed on their resume here:

  • Customer Service, 17%

    Provide excellent customer service and full technical support including troubleshooting and repairs all Samsung's products in North Connecticut and South Massachusetts

  • Technical Support, 16%

    Assigned additional responsibility as technical support for 240+ wireless PCs, training of PC users and resident network configuration maintenance

  • Email, 8%

    Installed all Windows-based operating systems, managed email configurations, and exchange server.

  • Communication, 6%

    Demonstrated clear written communication skills defined as the ability to clearly document symptoms, troubleshooting steps and compose professionally written emails.

  • Hardware, 6%

    Resolve reported client related to hardware, operating systems and configuration issues through troubleshooting and research to facilitate employee's productivity.

  • Trouble Shooting, 3%

    Provided technical support enabling the laboratory to operate timely and effectively, including equipment trouble shooting and quality control measures.

Most Technical Support Technicians list "Customer Service," "Technical Support," and "Email" as skills on their resumes. We go into more details on the most important Technical Support Technician responsibilities here:

  • Arguably the most important personality trait for a Technical Support Technician to have happens to be Customer-service skills. An example from a resume said this about the skill, "Computer support specialists must be patient and sympathetic" Additionally, other resumes have pointed out that Technical Support Technicians can use Customer-service skills to "Walked software customers through the process of configuring the software to publish to and run on their Linux hosting server. "
  • Another commonly found skill for being able to perform Technical Support Technician duties is the following: Listening skills. According to a Technical Support Technician resume, "Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Check out this example of how Technical Support Technicians use Listening skills: "Provided telephone support to 20 customers daily regarding Internet services by listening and identifying customers needs. "
  • Another skill that is quite popular among Technical Support Technicians is Problem-solving skills. This skill is very critical to fulfilling every day responsibilities as is shown in this example from a Technical Support Technician resume: "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: "Migrated Linux based solutions across Linux nodes quickly and efficiently. "
  • A thorough review of lots of resumes revealed to us that "Speaking skills" is important to completing Technical Support Technician responsibilities. This resume example shows just one way Technical 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 Technical Support Technician tasks: "Improved spoken English learned Linux internals. "
  • Another common skill for a Technical 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 Technical Support Technician demonstrated the need for this skill by putting this on their resume: "Produced technical writing for client software support, training and reporting needs. "
  • See the full list of Technical Support Technician skills.

    Before becoming a Technical Support Technician, 40.2% earned their bachelor's degree. When it comes down to graduating with a master's degree, 4.0% Technical 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, some Technical Support Technicians have a college degree. But about one out of every four Technical Support Technicians didn't attend college at all.

    The Technical Support Technicians who went onto college to earn a more in-depth education generally studied Business and Computer Science, while a small population of Technical Support Technicians studied Computer Information Systems and Information Technology.

    Once you've obtained the level of education you're comfortable with, you might start applying to companies to become a Technical Support Technician. We've found that most Technical Support Technician resumes include experience from Dave & Buster's, Baylor Scott & White Health, and Trinity Health. Of recent, Dave & Buster's had 108 positions open for Technical Support Technicians. Meanwhile, there are 46 job openings at Baylor Scott & White Health and 45 at Trinity Health.

    If you're interested in companies where Technical Support Technicians make the most money, you'll want to apply for positions at Enphase Energy, Ropes & Gray, and Egnyte. We found that at Enphase Energy, the average Technical Support Technician salary is $87,076. Whereas at Ropes & Gray, Technical Support Technicians earn roughly $86,812. And at Egnyte, they make an average salary of $85,049.

    View more details on Technical Support Technician salaries across the United States.

    Some other companies you might be interested in as a Technical Support Technician include IBM, AT&T;, and Comcast. These three companies were found to hire the most Technical Support Technicians from the top 100 U.S. educational institutions.

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

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      What Systems Supports Do

      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.

      In this section, we compare the average Technical Support Technician annual salary with that of a Systems Support. Typically, Systems Supports earn a $18,730 higher salary than Technical Support Technicians earn annually.

      While their salaries may differ, one common ground between Technical Support Technicians and Systems Supports are a few of the skills required in each craft. In both careers, employees bring forth skills like Customer Service, Technical Support, and Email.

      These skill sets are where the common ground ends though. A Technical Support Technician responsibility is more likely to require skills like "Communication," "Trouble Shooting," "Outbound Calls," and "Powerpoint." Whereas a Systems Support requires skills like "Troubleshoot," "Laptops," "System Support," and "Computer Equipment." Just by understanding these different skills you can see how different these careers are.

      On average, Systems Supports reach higher levels of education than Technical Support Technicians. Systems Supports are 5.5% more likely to earn a Master's Degree and 0.0% more likely to graduate with a Doctoral Degree.

      What Are The Duties Of a System Technician?

      A system technician is a professional responsible for supporting users with issues related to the computer system. System technicians conduct appropriate diagnostics on computer issues and must be able to explain technical issues to clients or team members. They should carry out tests on the system so that they can generate error reports to identify and fix any computer system problems. System technicians also can write and maintain computer programs and work with computers and electronics, including circuit boards, computer hardware and software, and computer processors.

      Next up, we have the System Technician profession to look over. This career brings along a higher average salary when compared to a Technical Support Technician annual salary. In fact, System Technicians salary difference is $4,687 higher than the salary of Technical Support Technicians per year.

      A similarity between the two careers of Technical Support Technicians and System Technicians 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," "Technical Support," and "Hardware. "

      But both careers also use different skills, according to real Technical Support Technician resumes. While Technical Support Technician responsibilities can utilize skills like "Email," "Communication," "Access Points," and "Outbound Calls," some System Technicians use skills like "Preventive Maintenance," "Hand Tools," "Access Control," and "Clearance."

      In general, System Technicians study at similar levels of education than Technical Support Technicians. They're 2.1% less likely to obtain a Master's Degree while being 0.0% less likely to earn a Doctoral Degree.

      How a Computer Technician Compares

      Computer technicians are skilled information technology professionals who handle concerns related to computers. They are responsible for assisting clients in software installations, troubleshooting needs, and repair needs. Computer technicians handle the maintenance and repair of both software and hardware of computers. They should be able to quickly pinpoint the causes of computer problems that the client encounters. They should also be able to answer the clients' computer-related inquiries and provide advice on proper computer handling. Computer technicians should have good analytical skills and decision-making skills.

      The third profession we take a look at is Computer Technician. On an average scale, these workers bring in lower salaries than Technical Support Technicians. In fact, they make a $1,581 lower salary per year.

      By looking over several Technical Support Technicians and Computer Technicians resumes, we found that both roles utilize similar skills, such as "Customer Service," "Technical Support," and "Hardware." But beyond that the careers look very different.

      There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, a Technical Support Technician is likely to be skilled in "Email," "Communication," "Access Points," and "Outbound Calls," while a typical Computer Technician is skilled in "Personal Computers," "Desk Support," "Laptops," and "Peripheral Equipment."

      Computer Technicians are known to earn similar educational levels when compared to Technical Support Technicians. Additionally, they're 2.3% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.

      Description Of an Administrative Technical Support

      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.

      The fourth career we look at typically earns higher pay than Technical Support Technicians. On average, Administrative Technical Supports earn a difference of $5,557 higher per year.

      While their salaries may vary, Technical Support Technicians and Administrative Technical Supports both use similar skills to perform their jobs. Resumes from both professions include skills like "Customer Service," "Technical Support," and "Email. "

      Even though a few skill sets overlap, there are some differences that are important to note. For one, a Technical Support Technician might have more use for skills like "Communication," "Trouble Shooting," "Outbound Calls," and "OS." Meanwhile, some Administrative Technical Supports might include skills like "Troubleshoot," "Phone Calls," "Data Entry," and "Desk Support" on their resume.

      In general, Administrative Technical Supports reach similar levels of education when compared to Technical Support Technicians resumes. Administrative Technical Supports are 2.7% more likely to earn their Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.