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Become A Technician Support Tier

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Working As A Technician Support Tier

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Technician Support Tier Do At Comcast

* Answers customer calls and uses active listening to identify issues
* Builds customer relationships, earning their loyalty and trust
* Troubleshoot problems and resolve customer issues from device, to billing, to service concerns
* Generates excitement for new solutions and products that can enhance their experience
* Being an Xfinity Mobile ambassador and promoting the products and services
* Communicates clearly and concisely with customers, both internal and external, all while demonstrating the value of Xfinity Mobile
* Leverages skills and abilities to best support the customer as well as identify opportunities to drive growth and offer proactive solutions.
* Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers.
* Sells the value of Xfinity Mobile by using strong communication and negotiation skills to improve the customer experience and increase company revenue
* Maintains an in-depth level of knowledge regarding product, network capabilities, and position them as strategic solutions
* Applies technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective troubleshooting
* Assists with escalations
* Able to receive feedback, apply coaching and key learning to improve job performanc
* Applies corrective action processes to accurately resolve customer order issues, ensuring customers' service commitments are met across the national footprint.
* Isolates and resolves problems by correlating information from network equipment, etc.
* Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
* Uses multiple software systems/applications and institutional knowledge to investigate, triage, and troubleshoot complex repair, activation, security, control or 911 addressing related issues across the national footprint.
* Works closely with third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
* Records and/or maintains information notes within the necessary systems when manual intervention is required to resolve order discrepancy(s).
* Opens tickets and records/maintains necessary documentation to track ticket through resolution.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
* Other duties and responsibilities as assigned

What Does A Technician Support Tier Do At Johnson Controls

* Ensure pre-sales and post-sale satisfaction with exacqVision products via telephone and e-mail communication with customers
* Document all incoming inquiries and support cases
* Support sales and customer applications
* Test and or document digital video recording hardware and software
* external

What Does A Technician Support Tier Do At SAIC

* Provide in-person, phone and email support to end-users promptly and professionally.
* Ensure all requests for services and incidents are logged/updated, addressed/resolved and followed up on if necessary.
* Ensure all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to the Tier 2 Technical Support are well documented and followed up on.
* Ensure Tier 1 Lead is made aware of potential system problems or customer issues so as not to surprise lead and/or management personnel.
* Make every effort to resolve reported problems prior to escalation, ensuring that all steps are taken and documented before escalating unresolved tickets to the Tier 2 staff.
* Adhere to and follow standard operating procedures (SOP) used to support the Operation Center activities
* The Tier 1 Technical Support may perform the required functions located at the: Tier 1 IT MART (Harry S.
* Truman Building, Washington DC): enter service requests into Remedy; perform in-person device actions with users; perform in-person troubleshooting with users; perform in-person provisioning with users; tutor users on mobile devices; perform customer liaison activities; enter data into the inventory tracking system; add account information into Active Directory; add new accounts in the correct Citrix Access Gateway (CAG) membership; verify account status; verify status of selected wireless plan, close service requests in Remedy, and escalate service requests, if necessary, to Tier 2.
* This function is NOT performed on a per shift basis.
* Tier 1 SA
* receive new service enrollments and/or service account requests (e.g., XenMobile, BlackBerry, GO) and enter them into Remedy; monitor and track incidents in Remedy ticketing system and Queue Monitor Tool; monitor, track, and process MCMS requests for remote access services; add account information into Active Directory; add new accounts in the correct CAG membership; verify service account status; verify status of selected wireless plan; provide basic troubleshooting assistance to users; close service requests in Remedy; perform BlackBerry activations and re- activations; process new or modify existing remote access enrollments; perform RSA Pin resets and/or RSA soft token pushes; troubleshoot BlackBerry access issues; troubleshoot remote access Citrix Client issues; provide instructions to end users on how-to configure workstations for remote access use and escalate service requests and/or incidents, if necessary, to Tier 2.
* This function is performed on a per shift basis

What Does A Technician Support Tier Do At Ricoh Americas Corporation

* Provide Tier 3 escalation expertise for client issues and other staff.
* Exercise strong judgment to determine the appropriate course of action and follow issues to resolution.
* Contribute to a customer-focused environment by providing consistent, clear & timely communication to team members and clients on issue status and action plans.
* Strong organizational skills with the ability to provide remote support with little to no supervision.
* Facilitate a minimum of 2 formal trainings per year.
* Maintain, create and improve knowledge base documents for essential business technologies.
* Act as a role model and mentor to further promote the skills of team members.
* Contribute to information sharing and team-based resolution activity via daily huddles and team meetings.
* Perform systems administration for the latest Windows Operating Systems, including Windows 2008/2012 Servers, SBS2003/2008, Exchange 2007/2010/2013 servers, and Windows 7/8/10 workstations.
* Provide assistance to identify and troubleshoot servers, mail delivery, virtual server, and network related problems.
* Maintain client security levels and confidentiality of information.
* Interface and represent the company in a professional and positive manner via email, phone and/or face-to-face interactions with clients.
* Maintain an expert level of knowledge in multiple technologies.
* Maintain departmental service levels, ticketing system notes, and time entries according to written procedures.
* Perform other duties as assigned

What Does A Technician Support Tier Do At Robert Half

* performing standard break-fix triage for hardware and software on end user systems.
* Identify, research and resolve technical problems utilizing effective tracking and monitoring technical tools and support documentation to ensure timely resolution.
* If you are interested in this Helpdesk Technician position, please send your updated resume to valerie.montoya@rht.com!!
* Technology doesn't change the world.
* People do.
* As a technology staffing firm, we can't think of a more fitting mantra.
* We're extreme believers in technology and the incredible things it can do.
* But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.
* Leader among IT staffing agencies
* The intersection of technology and people — it's where we live.
* Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies.
* Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.
* We understand not only the art of matching people, but also the science of technology.
* We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job.
* And our network of industry connections and strategic partners remains unmatched.
* Apply for this job now or contact our branch office at 888
* to learn more about this position.
* All applicants applying for U
* S. job openings must be authorized to work in the United States.
* All applicants applying for Canadian job openings must be authorized to work in Canada.
* Robert Half Technology.
* An Equal Opportunity Employer M/F/Disability/Veterans.
* By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.
* Req ID:
* Functional Role:
* Help Desk/Tech Support II
* Country:
* USA
* State:
* CA
* City:
* Irvine
* Postal Code:
* Compensation:
* DOE

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How To Become A Technician Support Tier

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 Tier jobs

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Technician Support Tier Career Paths

Technician Support Tier
Information Systems Technician Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Information Technology/Support Technician Information Technology Consultant Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Project Manager Technical Project Manager Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Information Technology Specialist Business Analyst Product Manager
District Sales Manager
7 Yearsyrs
Desktop Support Technician Information Technology Specialist Project Manager
General Manager
7 Yearsyrs
Information Technology Specialist Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Network Engineer Senior Systems Engineer Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Information Technology/Support Technician Information Technology Technician Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Operations Manager
7 Yearsyrs
Information Systems Technician Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Network Technician Systems Engineer Sales Engineer
Sales Manager
5 Yearsyrs
Network Engineer Engineer Operations Manager
Senior Account Manager
7 Yearsyrs
Desktop Support Technician Systems Engineer Senior Project Manager
Senior Product Manager
9 Yearsyrs
Project Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Network Technician Project Manager General Manager
Territory Manager
7 Yearsyrs
Help Desk Analyst Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Technician Support Tier Demographics

Gender

  • Male

    69.2%
  • Female

    28.7%
  • Unknown

    2.1%

Ethnicity

  • White

    77.6%
  • Hispanic or Latino

    12.6%
  • Asian

    7.3%
  • Unknown

    1.9%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    63.3%
  • French

    7.3%
  • Japanese

    4.7%
  • Carrier

    4.0%
  • Hindi

    2.7%
  • Urdu

    2.7%
  • Russian

    2.0%
  • German

    2.0%
  • Hmong

    1.3%
  • Korean

    1.3%
  • Portuguese

    1.3%
  • Polish

    1.3%
  • Arabic

    1.3%
  • Vietnamese

    0.7%
  • Mandarin

    0.7%
  • Bulgarian

    0.7%
  • Persian

    0.7%
  • Armenian

    0.7%
  • Bengali

    0.7%
  • Kurdish

    0.7%
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Technician Support Tier

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Technician Support Tier Education

Technician Support Tier

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Real Technician Support Tier Salaries

Job Title Company Location Start Date Salary
Tier II Support Enigneer-4G Core Adi Worldlink, LLC Plano, TX Aug 28, 2015 $130,000 -
$135,000
Manager-Tier III Technical Support McAfee, Inc. Santa Clara, CA Jul 24, 2015 $86,778 -
$125,500
Manager-Tier III Technical Support McAfee, Inc. Santa Clara, CA Jul 23, 2012 $81,619 -
$125,500
Tier 3 Support Velocify, Inc. El Segundo, CA Jan 09, 2016 $66,784 -
$83,480
Tier 2A Technical Support Barracuda Networks, Inc. Campbell, CA Sep 21, 2010 $55,474

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Top Skills for A Technician Support Tier

HardwareIssuesCustomerServiceInternetConnectivityTroubleShootingRemoteAccessEmailPhoneCallsSoftwareApplicationsTechnicalIssuesDesktopSupportTechnicalSupportActiveDirectoryMac OSSetupRoutersVoipWindowsXPIOSDevicesWebCustomerSatisfaction

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Top Technician Support Tier Skills

  1. Hardware Issues
  2. Customer Service
  3. Internet Connectivity
You can check out examples of real life uses of top skills on resumes here:
  • Track and reported network, software, and hardware issues to upper level support for investigation and resolution.
  • Maintained accountability to deliver high levels of customer service excellence to educate and resolve escalated customer inquiries.
  • Helped customers in troubleshooting Internet connectivity and email issues.
  • Perform remote support on customer computers to help resolve issues that went unresolved in initial trouble shooting.
  • Grant users Remote access to Secure Desktop, Terminal Server Access or Outlook Web Access.

Top Technician Support Tier Employers

Technician Support Tier Videos

Basic Skills for Entry Level Computer Jobs (what you should know)

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