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Become A Technician Support Team Leader

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Working As A Technician Support Team Leader

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $81,875

    Average Salary

What Does A Technician Support Team Leader 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 Technician Support Team Leader

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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Technician Support Team Leader Jobs

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Technician Support Team Leader Career Paths

Technician Support Team Leader
Technical Support Manager Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Project Manager Information Technology Project Manager Information Technology Director
Chief Technology Officer
11 Yearsyrs
Network Engineer Systems Engineer Data Analyst
Data Manager
6 Yearsyrs
Information Technology Specialist Instructor Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Systems Engineer Senior Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Supervisor, Technical Support Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Supervisor, Technical Support Technical Support Manager Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Information Technology Project Manager Management Consultant Information Technology Consultant
Level Senior Technician
6 Yearsyrs
Information Technology Project Manager Instructor Systems Administrator
Network Manager
6 Yearsyrs
Technical Support Manager Project Manager Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Engineer Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Information Technology Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Information Technology Manager Information Technology Administrator Systems Engineer
Systems Manager
7 Yearsyrs
Information Technology Administrator Systems Engineer Sales Engineer
Technical Account Manager
7 Yearsyrs
Project Manager General Manager Technician
Technical Manager
7 Yearsyrs
Information Technology Specialist Network Engineer Network Administrator
Technical Services Manager
7 Yearsyrs
Network Engineer Network Administrator Technical Support Engineer
Technical Support Manager
6 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Help Desk Leader 2.7 years
Support Analyst 2.3 years
Top Careers Before Technician Support Team Leader
Manager 3.5%
Consultant 2.4%
Supervisor 2.3%
Top Careers After Technician Support Team Leader
Manager 3.5%
Consultant 2.8%

Do you work as a Technician Support Team Leader?

Technician Support Team Leader Demographics

Gender

Male

70.9%

Female

26.8%

Unknown

2.2%
Ethnicity

White

59.0%

Hispanic or Latino

15.3%

Black or African American

11.8%

Asian

9.5%

Unknown

4.4%
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Foreign Languages Spoken

Spanish

41.7%

French

20.0%

Japanese

5.0%

Portuguese

3.3%

Chinese

3.3%

Mandarin

3.3%

Arabic

3.3%

Hungarian

1.7%

Occidental

1.7%

Hawaiian

1.7%

Vietnamese

1.7%

German

1.7%

Galician

1.7%

Thai

1.7%

Persian

1.7%

Tagalog

1.7%

Korean

1.7%

Carrier

1.7%

Zulu

1.7%
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Technician Support Team Leader Education

Schools

University of Phoenix

20.9%

Strayer University

7.6%

American InterContinental University

7.0%

University of Maryland - University College

6.3%

Capella University

5.7%

Kaplan University

4.4%

Villanova University

3.8%

Texas A&M University

3.8%

The Academy

3.8%

Southern New Hampshire University

3.8%

Western Governors University

3.8%

University of Arizona

3.8%

Wake Technical Community College

3.2%

Tulsa Community College

3.2%

Ashford University

3.2%

Virginia Commonwealth University

3.2%

Colorado Technical University

3.2%

San Jose State University

3.2%

University of Central Florida

3.2%

University of Houston

3.2%
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Majors

Business

22.0%

Computer Science

15.3%

Computer Information Systems

10.8%

Information Technology

9.3%

Electrical Engineering

6.0%

Management

4.0%

Computer Networking

3.7%

Computer Engineering

3.2%

Criminal Justice

3.0%

Psychology

2.6%

Information Systems

2.5%

Project Management

2.4%

Communication

2.4%

General Studies

2.2%

Management Information Systems

2.2%

Accounting

2.1%

Computer Programming

1.6%

Political Science

1.6%

Graphic Design

1.6%

Human Resources Management

1.5%
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Degrees

Bachelors

38.5%

Other

26.1%

Associate

14.8%

Masters

13.7%

Certificate

4.2%

Diploma

1.6%

Doctorate

0.9%

License

0.2%
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Technician Support Team Leader Videos

The role of leadership in software development

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Real Technician Support Team Leader Salaries

Job Title Company Location Start Date Salary
Technical Support Engineer--Team Lead US Aternity, Inc. Westborough, MA Feb 22, 2016 $121,900
Team Lead, Technical Support Trizetto Corporation Phoenix, AZ Jul 15, 2016 $102,252
Techical Support Team Lead Trustwave Holdings Inc. Irvine, CA Sep 01, 2015 $91,937
Technical Support Team Lead Trustwave Holdings Inc. Irvine, CA Sep 01, 2015 $91,937
Team Lead, Technical Support Trizetto Corporation, A Cognizant Company Phoenix, AZ Sep 22, 2016 $90,189 -
$100,388
Team Lead-Technical Support Trizetto Corporation Phoenix, AZ May 07, 2016 $90,189
Technical Support Team Leader EPAM Systems, Inc. Stamford, CT May 12, 2015 $87,901
Technical Support Team Lead Trustwave Holdings, Inc. Irvine, CA Jan 27, 2014 $83,000 -
$87,550
Technical Support Team Lead Motivation Sciences, Inc. Durham, NC Sep 13, 2015 $80,000 -
$95,000
Technical Support Team Lead M86 Americas, Inc. Irvine, CA Aug 01, 2012 $78,458 -
$85,000
Technical Support Team Leader Patientkeeper, Inc. Waltham, MA Jun 20, 2016 $75,200 -
$88,000
Technical Support Team Leader EPAM Systems, Inc. Jacksonville, FL Oct 15, 2015 $75,000
Technical Support Engineer Team Lead McAfee, Inc. Saint Paul, MN Aug 03, 2013 $72,900 -
$121,500
Technical Support Team Lead Callidus Software Inc. Austin, TX May 23, 2010 $69,222 -
$110,712
Team Lead, Technical Support Cvent, Inc. McLean, VA Oct 13, 2015 $64,906

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Top Skills for A Technician Support Team Leader

  1. Technical Support Representatives
  2. Computer
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Write technical instruction manuals for clients and internal technical support representatives.
  • Monitored and coached team members regarding technical assistance with client products including personal computers and electronic devices.
  • Created and updated knowledge base of product technical information, troubleshooting and administrative procedures.
  • Network Technical Support Team Leader - Design, deployments and support communication system infrastructures integrating all technologies available.
  • Design of IP Video Security Surveillance systems and configure for remote access via PC and mobile devices.

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Top 10 Best States for Technician Support Team Leaders

  1. District of Columbia
  2. Connecticut
  3. New Jersey
  4. Colorado
  5. Alaska
  6. Minnesota
  7. Massachusetts
  8. Virginia
  9. North Dakota
  10. Maine
  • (404 jobs)
  • (626 jobs)
  • (1,379 jobs)
  • (1,173 jobs)
  • (94 jobs)
  • (1,036 jobs)
  • (1,355 jobs)
  • (2,032 jobs)
  • (171 jobs)
  • (218 jobs)

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