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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
  • $58,920

    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
Business Analyst Program Manager General Manager
Account Manager
5 Yearsyrs
Account Manager Account Executive
Business Development Manager
9 Yearsyrs
Support Specialist Project Manager Program Manager
Chief Information Officer
11 Yearsyrs
Network Administrator Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Specialist Business Analyst Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Product Manager Sales Manager
Director Of Sales
10 Yearsyrs
Service Manager Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Engineer Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Product Manager Marketing Manager
Marketing Director
7 Yearsyrs
Account Manager Sales Manager
Marketing Manager
6 Yearsyrs
Technical Support Engineer Systems Engineer Business Analyst
Product Manager
7 Yearsyrs
Project Manager Consultant Senior Consultant
Program Manager
8 Yearsyrs
Service Manager General Manager Account Manager
Sales Account Manager
6 Yearsyrs
Network Administrator Information Technology Manager Operations Manager
Senior Account Manager
7 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Project Manager Program Manager
Senior Project Manager
12 Yearsyrs
Specialist Merchandiser Retail Sales Representative
Solutions Manager
8 Yearsyrs
Support Specialist Systems Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Systems Support 3.1 years
Technical Trainer 3.0 years
Technical Expert 2.8 years
Support Lead 2.7 years
Production Support 2.7 years
Software Trainer 2.6 years
Technical Advisor 2.4 years
Support Analyst 2.3 years
Support Specialist 2.3 years
Help Desk Analyst 2.1 years
Support 2.0 years
Support Associate 2.0 years
Support Agent 1.9 years
Student Technician 1.6 years
Top Employers Before
Internship 5.5%
Cashier 3.5%
Consultant 3.2%
Manager 3.1%
Top Employers After
Owner 4.2%
Consultant 3.8%
Specialist 3.0%

Technical Support Trainer Demographics

Gender

Male

61.5%

Female

36.6%

Unknown

1.9%
Ethnicity

White

80.0%

Hispanic or Latino

10.0%

Asian

7.2%

Unknown

2.1%

Black or African American

0.6%
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Languages Spoken

Spanish

52.4%

French

16.5%

German

5.8%

Portuguese

2.9%

Japanese

2.9%

Korean

2.9%

Arabic

2.9%

Mandarin

1.9%

Hindi

1.9%

Chinese

1.0%

Hungarian

1.0%

Zulu

1.0%

Amharic

1.0%

Burmese

1.0%

Persian

1.0%

Tagalog

1.0%

Urdu

1.0%

Croatian

1.0%

Russian

1.0%
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Technical Support Trainer Education

Schools

University of Phoenix

24.1%

Southern New Hampshire University

6.6%

University of Texas at Austin

6.1%

Johnson County Community College

5.3%

Kaplan University

4.8%

University of Kansas

4.4%

Arizona State University

4.4%

Strayer University

4.4%

University of Maryland - University College

3.9%

Kansas State University

3.5%

Kirkwood Community College

3.5%

American InterContinental University

3.5%

University of Massachusetts - Boston

3.5%

Colorado Technical University

3.5%

Pennsylvania State University

3.1%

San Jose State University

3.1%

Northern Illinois University

3.1%

Western Governors University

3.1%

Liberty University

3.1%

Capella University

3.1%
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Majors

Business

27.1%

Computer Science

9.4%

Information Technology

7.9%

Computer Information Systems

7.4%

Electrical Engineering

5.2%

Communication

4.1%

Management

4.0%

Accounting

3.9%

Marketing

3.6%

Information Systems

2.9%

Psychology

2.8%

Computer Networking

2.8%

Education

2.6%

Finance

2.6%

Project Management

2.5%

Management Information Systems

2.4%

Electrical Engineering Technology

2.3%

Biology

2.3%

Political Science

2.3%

Computer Engineering

2.0%
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Degrees

Bachelors

45.8%

Other

19.9%

Associate

13.8%

Masters

13.7%

Certificate

4.8%

Diploma

1.3%

Doctorate

0.5%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary

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 FIS Management Services, LLC Malvern, PA Sep 21, 2015 $95,000 -
$115,000
Product Support Specialist Google Inc. Mountain View, CA Jul 13, 2015 $95,000
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 III ITG Inc. Boston, MA Oct 01, 2011 $90,000
Product Support Specialist Daiwa Securities America Inc. New York, NY Aug 25, 2009 $90,000 -
$140,000
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
Global Product Support Specialist-LIS Cepheid Sunnyvale, CA Nov 14, 2016 $85,000
Operation & Product Support Specialist China Unionpay (USA) LLC Jersey City, NJ May 01, 2015 $85,000
Product Support Specialist GL Trade Americas, Inc. New York, NY Nov 25, 2014 $84,048
Product Support Specialist GL Trade Americas, Inc. New York, NY Sep 17, 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 Jan 18, 2016 $83,782 -
$110,300
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

ProductSupportTechnicalSupportHardwareIssuesCustomerServiceDataEntryWebRemoteAccessTroubleshootCustomerSupportPhoneCallsSQLEnsureCustomerSatisfactionInternetSetupCustomerIssuesFinancialTechnicalIssuesQACRMProductDevelopment

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Top Technical Support Trainer Skills

  1. Product Support
  2. Technical Support
  3. Hardware Issues
You can check out examples of real life uses of top skills on resumes here:
  • Assisted in New Model Parts Marketing & Product Support * Streamlined New Model Parts Tracking System
  • Installed and maintained system hardware and software, and provided customer technical support
  • Provided excellent customer service and gave detailed instructions on how to solve technical problems including software and hardware issues.
  • Recognized for excellent customer service.
  • Provided Bilingual customer service, data entry.

Top Technical Support Trainer Employers

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