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Become A Technical Support Trainer

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Working As A Technical Support Trainer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $78,000

    Average Salary

What Does A Technical Support Trainer 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 Trainer

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 Trainer Jobs

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Technical Support Trainer Career Paths

Technical Support Trainer
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Consultant Account Manager
Sales Account Manager
6 Yearsyrs
Field Service Technician Project Manager Product Manager
Senior Product Manager
9 Yearsyrs
Field Service Technician Service Manager Project Manager
Development Manager
8 Yearsyrs
Field Service Technician Systems Engineer Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Team Leader Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Team Leader Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Team Leader Vice President Chief Information Officer
Chief Technology Officer
11 Yearsyrs
Business Analyst Consultant Lead Technician
Technical Manager
7 Yearsyrs
Business Analyst Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Business Analyst Consultant Senior Systems Analyst
Systems Manager
6 Yearsyrs
Technical Support Engineer Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Engineer Systems Engineer Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Technical Support Engineer Systems Engineer Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Information Technology Consultant Senior Programmer Analyst Senior Business Analyst
Implementation Manager
8 Yearsyrs
Information Technology Consultant Technical Manager Technical Support Manager
Technical Services Manager
7 Yearsyrs
Specialist Analyst Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Product Specialist Technical Support Specialist Service Desk Analyst
Service Desk Manager
7 Yearsyrs
Product Specialist Computer Technician Service Desk Analyst
Incident Manager
9 Yearsyrs
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Do you work as a Technical Support Trainer?

Help others decide if this is a good career for them

Average Length of Employment
Technical Advisor 2.4 years
Top Careers Before Technical Support Trainer
Internship 5.8%
Cashier 5.7%
Manager 3.1%
Consultant 3.1%
Supervisor 2.4%
Server 2.4%
Top Careers After Technical Support Trainer
Owner 4.8%
Consultant 4.7%
Cashier 3.3%
Manager 3.1%

Do you work as a Technical Support Trainer?

Technical Support Trainer Demographics

Gender

Male

56.9%

Female

34.0%

Unknown

9.0%
Ethnicity

White

63.0%

Hispanic or Latino

14.8%

Black or African American

10.9%

Asian

7.4%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

57.7%

French

13.8%

German

4.6%

Portuguese

3.1%

Japanese

3.1%

Korean

3.1%

Russian

2.3%

Arabic

2.3%

Mandarin

1.5%

Hindi

0.8%

Chinese

0.8%

Hungarian

0.8%

Hebrew

0.8%

Amharic

0.8%

Burmese

0.8%

Carrier

0.8%

Armenian

0.8%

Tagalog

0.8%

Polish

0.8%

Croatian

0.8%
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Technical Support Trainer Education

Schools

University of Phoenix

27.1%

Strayer University

6.4%

University of Kansas

5.1%

Johnson County Community College

5.1%

University of Texas at Austin

5.1%

Southern New Hampshire University

5.1%

Kaplan University

4.5%

Pennsylvania State University

4.3%

University of Maryland - University College

3.7%

Arizona State University

3.7%

Kansas State University

3.2%

American InterContinental University

3.2%

Colorado Technical University

3.2%

Chemeketa Community College

2.9%

Eastern Michigan University

2.9%

San Jose State University

2.9%

DePaul University

2.9%

Purdue University

2.9%

Northern Illinois University

2.9%

Northeastern University

2.9%
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Majors

Business

29.2%

Computer Science

9.8%

Information Technology

7.4%

Computer Information Systems

6.6%

Electrical Engineering

4.9%

Accounting

4.4%

Management

4.0%

Communication

3.5%

Psychology

3.4%

Marketing

3.2%

Finance

3.0%

Education

2.7%

Computer Networking

2.6%

Information Systems

2.6%

Criminal Justice

2.4%

Electrical Engineering Technology

2.2%

English

2.2%

Project Management

2.1%

Biology

2.0%

Management Information Systems

1.9%
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Degrees

Bachelors

45.5%

Other

20.2%

Associate

14.4%

Masters

12.7%

Certificate

5.0%

Diploma

1.3%

Doctorate

0.7%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$78,000
View Detailed Salary Report
$52,000
Min 10%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$115,000
Max 90%
Best Paying Company
Facebook
Highest Paying City
Menlo Park, CA
Highest Paying State
Rhode Island
Avg Experience Level
2.9 years
How much does a Technical Support Trainer make at top companies?
The national average salary for a Technical Support Trainer in the United States is $78,152 per year or $38 per hour. Those in the bottom 10 percent make under $52,000 a year, and the top 10 percent make over $115,000.

Real Technical Support Trainer Salaries

Job Title Company Location Start Date Salary
Associate-Product Support Specialist Jpmorgan Chase & Co. New York, NY Jul 02, 2012 $125,000
Product Support Specialist Agilent Technologies, Inc. Santa Clara, CA Aug 03, 2015 $114,000
I/S Process Optimization & Productivity Support Specialist Valero Energy Corp San Antonio, TX Mar 30, 2016 $110,000
Product Support Specialist APX, Inc. New York, NY Feb 08, 2015 $105,000
Product Support/Repair and Application Specialist ABB Inc. Raleigh, NC Mar 09, 2015 $97,800 -
$102,000
Product Support Specialist Google Inc. Mountain View, CA Jul 13, 2015 $95,000
Product Support Specialist FIS Management Services, LLC Malvern, PA Sep 21, 2015 $95,000 -
$115,000
Specialist, Wcdma & I-Hspa Product Support Nokia Solutions and Networks Us LLC Irving, TX Sep 20, 2014 $93,600
Product Support Specialist Facebook, Inc. Menlo Park, CA Jan 18, 2016 $91,000
Product Support Specialist Daiwa Securities America Inc. New York, NY Aug 25, 2009 $90,000 -
$140,000
Product Support Specialist III ITG Inc. Boston, MA Oct 01, 2011 $90,000
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 27, 2016 $89,893
Product Support Specialist Verint Systems Inc. Melville, NY Oct 21, 2016 $89,648
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 24, 2016 $89,386
Product Support Specialist REP Caterpillar Inc. South Milwaukee, WI Aug 27, 2015 $86,000
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Feb 29, 2016 $85,537
Operation & Product Support Specialist China Unionpay (USA) LLC Jersey City, NJ May 01, 2015 $85,000
Global Product Support Specialist-LIS Cepheid Sunnyvale, CA Nov 14, 2016 $85,000
Product Support Specialist GL Trade Americas, Inc. New York, NY Sep 17, 2014 $84,048
Product Support Specialist GL Trade Americas, Inc. New York, NY Nov 25, 2014 $84,048
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Feb 26, 2016 $83,870
Product Support Specialist CGI Technologies and Solutions Inc. Reston, VA Nov 12, 2015 $83,782 -
$97,700
Product Support Specialist Edifecs, Inc. Bellevue, WA Jun 28, 2014 $76,500
Java Software Engineer/Product Support Specialist Edifecs, Inc. Kingsgate, WA Jun 27, 2013 $75,000
Product Support Specialist Polycom, Inc. Andover, MA Jul 14, 2016 $75,000 -
$90,000
Product Support Specialist Facebook, Inc. Menlo Park, CA Sep 18, 2015 $74,298
Product Support Specialist Murata MacHinery USA, Inc. North Salt Lake, UT Mar 25, 2016 $73,000
Product Support Specialist Representative Caterpillar Inc. Houston, TX Sep 16, 2011 $72,144
Product Support Specialist REP Caterpillar Inc. Houston, TX Sep 16, 2011 $72,144
Product Support Specialist Uber Technologies, Inc. San Francisco, CA Feb 10, 2015 $72,000

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Top Skills for A Technical Support Trainer

  1. Technical Support
  2. Customer Service
  3. Product Support
You can check out examples of real life uses of top skills on resumes here:
  • Maintained open communication with all tier technical support groups to ensure customer satisfaction.
  • Reduced troubleshooting time remaining through efficiency and providing exceptional customer service.
  • Participated in-group projects to advance product support and technical knowledge.
  • Monitored email inquiries to ensure that responses were accurately dispensed.
  • Provided effortless communication between clients Skills Used Data Entry Software maintenance Customer Service Tech Support

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Top 10 Best States for Technical Support Trainers

  1. District of Columbia
  2. Delaware
  3. New Jersey
  4. Colorado
  5. Alaska
  6. Massachusetts
  7. Texas
  8. Connecticut
  9. Virginia
  10. Rhode Island
  • (305 jobs)
  • (117 jobs)
  • (919 jobs)
  • (827 jobs)
  • (80 jobs)
  • (974 jobs)
  • (2,345 jobs)
  • (374 jobs)
  • (1,374 jobs)
  • (107 jobs)

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