Top Technician Support Tier Skills

Below we've compiled a list of the most important skills for a Technician Support Tier. We ranked the top skills based on the percentage of Technician Support Tier resumes they appeared on. For example, 11.3% of Technician Support Tier resumes contained Customer Service as a skill. Let's find out what skills a Technician Support Tier actually needs in order to be successful in the workplace.

The six most common skills found on Technician Support Tier resumes in 2020. Read below to see the full list.

1. Customer Service

high Demand
Here's how Customer Service is used in Technician Support Tier jobs:
  • Interfaced with technical and in-house customer service personnel to determine exact nature of a problem and implements remedial procedures for customer.
  • Coordinated multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time.
  • Communicated resolutions clearly and effectively, using excellent verbal and written communication skills and providing exceptional customer service.
  • Evaluated customer services and recommended fixes to deliver on performance goals and maintain customer expectations of services delivered.
  • Submit feedback to CMS for potential scripting revisions to improve customer service representative performance, and customer satisfaction.
  • Improved Customer Service by continually evaluating and creating policies and procedures centered on the total customer experience.
  • Maintained accountability to deliver high levels of customer service excellence to educate and resolve escalated customer inquiries.
  • Answered incoming calls and provided excellent customer service * Walked customers through necessary troubleshooting to resolve technical issues
  • Educated new hire classes on Customer Service and Technical Troubleshooting of wireless handsets Customer Care Representative.
  • Replicate customer problems and issues to provide reports and solutions for Customer Service Representatives
  • Ensured that regulatory, Customer service quality and audit requirements are met Qualifications.
  • Provided excellent customer service while assisting clients with technical issues being experienced.
  • Recognized repeatedly for customer service, both by supervisors and customers.
  • Provided strong customer service interaction skills to ensure complete satisfaction for customers
  • Utilized exceptional customer service by providing excellent assistance in technical support.
  • Provide customer service resolutions or status for inquires or service escalations
  • Demonstrated Excellent Customer Service in an inbound call center environment.
  • Maintained exceptional customer service skills while interacting with end users.
  • Performed one call resolution while providing high-quality customer service.
  • Recognized for outstanding customer service with several customer support awards

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2. Hardware Issues

high Demand
Here's how Hardware Issues is used in Technician Support Tier jobs:
  • Provide basic technical support for several devices-Troubleshoot software and hardware issues-Escalate calls to different departments when necessary-Provide industry standard customer service
  • Guided Digital Training Facility managers through troubleshooting basic software and hardware issues.
  • Facilitate hardware replacement, perform follow-ups and escalations on hardware issues
  • Troubleshot/analyzed incoming customer calls related to software/hardware issues.
  • Provided remote assistance to Gyms and Fitness Centers around the nation, and in Mexico, with software and hardware issues.
  • Install, configure, troubleshoot, resolve software and hardware issues, employee remote technology or dispatch technicians as needed.
  • Experience with troubleshooting computer hardware issues (hard drives, keyboards, monitors, motherboards, etc.)
  • Worked independently from home to provide troubleshooting assistance for software and hardware issues on Apple devices.
  • Excelled at assisting many non technical people with cloud syncing, software, and hardware issues.
  • Assist end users with software and hardware issues, break fix and data transfers.
  • Worked with SAP and GSX tools to assist with hardware issues and sales orders
  • Diagnosed and resolved Network connectivity, software, and hardware issues including printers.
  • Create tickets for dispatch technicians, to address physical hardware issues on site.
  • Assisted providers with installation of POS terminals and troubleshooting of hardware issues.
  • Provide ongoing data collection of software and hardware issues in real time.
  • Scheduled appointments at Apple retail stores for replacements and hardware issues.
  • Report and log any software/Hardware issues through JIRA issue tracking software.
  • Provide Tier1 Tech and support resolving software and hardware issues.
  • Trouble shot OS problems as well as hardware issues.
  • Diagnose all hardware issues and facilitate any repairs.

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3. Technical Support

high Demand
Here's how Technical Support is used in Technician Support Tier jobs:
  • Answered incoming calls, accepted escalated technical support calls requiring in-depth research and problem solving, handled escalated customer satisfaction issues.
  • Resolved technical support and irate escalations to completion * Managed Truck Roll Follow-up Team and resolved ~250 failed installer appointments daily
  • Delivered exceptional results resolving technical support issues on behalf of clients in a challenging, time-critical call center environment.
  • Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.
  • Handled 35+ inbound, technical support related calls daily while simultaneously documenting in a customer accounts across several databases.
  • Provided general information as well as technical support to customers experiencing trouble with Samsung electronic products.
  • Provide continuous technical support via telephone and other electronic mediums for a limited product category.
  • Performed remote technical support for enterprise users in a large, distributed enterprise environment.
  • Engage additional internal subject matter experts and tiered technical support teams as necessary.
  • Coordinated customer experiences with both phone technical support and in-store customer facing support.
  • Monitored network systems and notified appropriate technical support personnel of system problems.
  • Job Responsibilities- Took incoming calls regarding technical support issues for mobile devices.
  • Provided extensive technical support, troubleshooting and diagnosing software and hardware.
  • Conducted advanced technical support on operation and maintenance for personal computers.
  • Respond to corporate/business wireless phone customers for tier 2 technical support.
  • Provided technical support, problem diagnosis and support ticket escalation.
  • Handled escalated supervisor calls and issues regarding technical support only.
  • Authored technical support documentation for Blackberry devices utilizing Microsoft SharePoint.
  • Tracked all incoming technical support problems using Horizon ticketing system.
  • Provided technical support to hotel employees with property management system errors

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4. Internet

high Demand
Here's how Internet is used in Technician Support Tier jobs:
  • Configured phones for internet/international roaming usage
  • Escalated issues also include troubleshooting problems specific to a customer's environment/setup (i.e Internet browser troubleshooting, firewall configuration).
  • Developed troubleshooting through research and vocally executed procedures that aided in the technical support for home wireless networks and internet troubleshooting.
  • Receive incoming calls from Level 1 Technical Support partners and provide advanced troubleshooting to resolve internet connectivity issues.
  • Re-provisioned customers High-Speed Internet with web-based tools and demonstrated the associated proficiency in typing and grammar.
  • Identify technical issues with internet connectivity and troubleshoot service interruptions with other related internet services.
  • Answered inbound calls providing technical support to customers including configuring the internet on their computer.
  • Answered internet related questions troubleshot internet, browser and other internet related issues.
  • Installed broadband wireless Internet access for residential and business customers.
  • Provide written and verbal communication support for internet technical services.
  • Activated and provisioned modem and wireless routers for internet service.
  • Assisted customers with integration of internet service into network.
  • Helped customers in troubleshooting Internet connectivity and email issues.
  • Advanced troubleshooting of various network and internet connectivity issues.
  • Performed inbound technical support for a major internet carrier
  • Assist Commercial level customers with internet connectivity issues.
  • Provided technical support to customers via email and phone using multiple resources (internet, Tier 2 Floor-Walkers, etc.)
  • Worked with customers at sites as well as a number of internet providers to resolve customer issues and provide troubleshooting support.
  • Help Troubleshoot and repair ATT U-verse services that included Voice over IP (VOIP), Internet and Television services.
  • Performed tier III tech support incoming/outgoing calls, internet and emails on their wireless devices, PDA, and laptops.

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5. Trouble Shooting

high Demand
Here's how Trouble Shooting is used in Technician Support Tier jobs:
  • Trouble shooting wireless connection problem, driver installation, router configuration.
  • Perform remote support on customer computers to help resolve issues that went unresolved in initial trouble shooting.
  • Work consisted of trouble shooting customer issues with residential phone, internet, and cable A/V problems.
  • Used Trouble shooting tools such as TELNET, PING, and TRACERT to verify network connectivity.
  • Assisted customers while preforming trouble shooting steps to resolve issues with electronic devices.
  • Submit tier 3 tickets access the situations and did proper trouble shooting procedures.
  • Contracted under AT&T specifically trouble shooting apple device technical issues.
  • Remedy 7.6: Account creations, ticket creations, ticket trouble shooting.
  • Help provide trouble shooting support to field technicians at prisons and jails.
  • Assist customers in trouble shooting their Apple devices or set up for repair
  • Assisted field engineer with database trouble shooting with HLR and DAP.
  • Submit written escalations to engineering for addition trouble shooting of issues.
  • Assist addition departments with any trouble shooting issue that they have.
  • Trouble shooting VOIP phone systems for small business phone service.
  • Assist customer with initial trouble shooting of their iPod's.
  • Supported vendors and field engineers when trouble shooting hardware issues.
  • Trouble shooting customers iPhone, iPad, or iPod.
  • Assisted customers through trouble shooting steps for Apple devices.
  • Assisted customers with trouble shooting signal connectivity issues.
  • Assessed proper trouble shooting techniques to call-in customers.

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6. Remote Access

high Demand
Here's how Remote Access is used in Technician Support Tier jobs:
  • Configured and implemented Remote Access solution for web hosting issues on Unix/Win Servers and voice/data troubleshooting.
  • Used remote access software to access servers, workstations, and receivers to diagnose and fix issues with/without customer intervention.
  • Configure remote access, consisting of port forwarding, internet setup, DNS entry, and video backup.
  • Provided general technical support for all dial in/remote access systems operated by or under the control of IMCEN.
  • Gained experience with experience in planning, implementation, and remote access software and ticketing systems.
  • Handled all support functions for both the Remote Access network and AT&T managed equipment.
  • Used remote access and net meeting to remote into user computers to assist users with problems.
  • Resolve internet and wireless router problems by talking users through issue or by remote access.
  • Designated as a specialized off-site technician for issues with Remote Access & MS Outlook.
  • Support home users remote access connectivity including DSL, Cable modem & Wireless connections.
  • Support of all remote access and remote user infrastructure including VPN client management.
  • Support of VPN and other ways of establishing remote access to the network.
  • Advanced Remote Access and Blackberry support for Boeing employees across the world.
  • Advance Mobile Exchange support, Remote Accessing of the devices and Assistance,
  • Resolved company software issues through remote access and repaired computer hardware.
  • Controlled computer with remote access software to troubleshoot and resolve problems.
  • Provided general technical support for all dial in/remote access systems.
  • Used remote access to configure customers PC's and modems.
  • Provided assistance to remote access customer computers over the phone.
  • Assist customers with remote access to camera and alarm systems.

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7. Phone Calls

high Demand
Here's how Phone Calls is used in Technician Support Tier jobs:
  • Facilitated weekly Peer to Peer meetings for 10+ mentors, calibrating associate phone calls to ensure a consistent Amazonian customer experience.
  • Answer incoming technical support escalations, phone calls, and emails in an effective, efficient, and friendly manner.
  • Assisted online customer service by fielding phone calls from customers calling in regarding their accounts and online banking questions.
  • Receive inbound phone calls from residential customers and assist them with troubleshooting phone, email, and internet issues.
  • Receive technical related telephone calls from partners inquiring how to use software products, services, and reports.
  • Based on the customer s needs, routed tickets and phone calls to the appropriate group for repair.
  • Answer phone calls and provide customers with solutions for technical and billing issues in a timely matter.
  • Answered phone calls pertaining to the configuration of the software as it relates to individual business needs.
  • Handled multiple concurrent chat and email interactions while addressing frequent start and stops from incoming phone calls.
  • Answered inbound telephone calls in regard to technical issues the customer is facing and assisting as necessary.
  • Assist university personnel through phone calls, online chat, ticket systems, and walk in visits.
  • Answered phone calls, chat, and email troubleshooting of windows based questions through ticket systems.
  • Assisted peers with calls phone calls when Technical Leads or Tier 2 specialists are not available.
  • Take inbound technical support phone calls for the Microsoft Anti virus, Anti-Spyware support line.
  • Provided technical support for inbound phone calls/emails regarding H&R Block's TaxCut software.
  • Answer inbound phone calls to provide technical support for specific devices provided by company client.
  • Answer support emails and phone calls regarding banking, application review and app usability.
  • Take phone calls for different accounts, update tickets daily and do call backs.
  • Handled 30-65 incoming telephone calls per day in relation to customers' T1 service
  • Answered phone calls, created, documented and closed each case using SalesForce.

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8. Email

high Demand
Here's how Email is used in Technician Support Tier jobs:
  • Educated and assisted customers with domain-based email support on various operating systems, including registering/transferring domain names.
  • Maintained organizational email virus protection systems, and provided email and email-to-fax accounts upon request.
  • Responded to internal client inquiries, troubleshot applications issues and provide ongoing email administration support
  • Communicate issues effecting both technical and nontechnical users via phone/email contact.
  • Send outage notification emails to customers to report critical network events.
  • Provided email administration support for a web-based solutions organization.
  • Provide professional communication with customers over email.
  • Requested for additional information via email.
  • Provided customer assistance for email support.
  • Restored Microsoft Outlook email related issues.
  • Provide assistance with email troubleshooting.
  • Work closely with customers to troubleshoot WAN, LAN, web hosting, DNS, email and other various technical issues.
  • Process incidents/request in a high pressure time sensitive environment via phone, email, instant messaging, fax and desk side.
  • Communicate with customers via call or email to obtain any additional information required or provide status of the customer s issue.
  • Assisted customers with email related issues and help set up some customer's Microsoft outlook and/or Firefox Thunderbird email exchange.
  • Provided end user support for POP3/IMAP Email Hosting, DNS, TCP/IP & SMTP Troubleshooting, and Microsoft Exchange Hosting.
  • Educated and provided customers with mail server settings in email clients like Outlook Express, Microsoft Outlook, Mac Mail.
  • Talk to customers over the phone, email, online chat or social media to resolve their questions or concerns.
  • Managed and troubleshooted a variety of calls from customers such as email, and connectivity issues for BellSouth FastAccess DSL.
  • Account Unlocks, User Permission Issues, Printer Maintenance, Email Issues, General PC related Training General Help Desk roles

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9. Software Applications

high Demand
Here's how Software Applications is used in Technician Support Tier jobs:
  • Provide limited one-on-one desk side training for customers requiring assistance on standard software applications or IT equipment.
  • Evaluated and installed computer hardware, networking software, operating System software and software applications.
  • Provide hardware and software applications upgrades and enhancements to end-user workstations and laptops, configure user profiles and permissions.
  • Addressed customer Issues with TV, internet, and phone service* Worked with a number of proprietary software applications
  • Investigated services issues while on call to identify potential outages using CMT access and multiple software applications.
  • Assist in integration of new software applications by phone or net meeting to train new users.
  • Support 3rd party software applications as pertaining to mobile device OS's.
  • Provided best effort support on Third Party equipment and software applications.
  • Install, test and deploy new client software applications.
  • Install software application as well as propriety software applications.
  • Resolve technical issues within the software applications.
  • Supported and trained fellow advisor as well as customers to handle different software applications as needed.
  • Managed servers, operating systems, software applications, networking services, and other network technologies.

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10. Desktop

high Demand
Here's how Desktop is used in Technician Support Tier jobs:
  • Provide troubleshooting and configuration support for client desktop and networking environment via email, phone and remotely using LogMeIn/Team Viewer.
  • Utilized Remote Desktop technology extensively in order to resolve basic PC system related and software application issues for users.
  • Connected to client computers with remote desktop access; troubleshooting network connectivity; utilizing Active directory for group policy.
  • Support Automation allowed me to remotely access customers desktop or server for diagnostics and trouble ticket resolution.
  • Provided superb customer service to personnel and upper level management regarding any desktop issues and concerns.
  • Utilized Remote Desktop Protocol to provide administrative access to restore credentials for client domain users.
  • Configured desktop/laptops computers using Microsoft Management Console to add snap ins and certificates.
  • Create and maintain documentation for Desktop procedures in coordination with other company locations.
  • Provided first level problem determination for desktop hardware and software related problems.
  • Facilitated implementation of Group Policy and Desktop Management for multiple departments.
  • Installed and performed general maintenance on client desktop for optimal performance
  • Provide technical support to internal or external networked/desktop systems.
  • Configured wireless routers and provided remote Desktop Support.
  • Provide desktop support for Samsung Electronics America Division.
  • Installed/configured Windows operating system and desktop applications.
  • Provided networking/desktop support to company faculty and students on-site and remotely using LogMeIn, GoToAssist, and other remote desktop/VNC software.
  • Maintained software patches, network compliance for over 3000 desktop /laptops over Active Directory and Enterprise Software manager (ESM).
  • Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
  • Team lead to Consultants and Help Desk Analyst and developed cross training procedural manual for Desktop Technicians and Help Desk Technicians.
  • Possess hardware experience to support a variety of vendor server, mass storage, desktop, core legacy and networking devices.

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11. Network Printers

high Demand
Here's how Network Printers is used in Technician Support Tier jobs:
  • Created and managed over 600 user accounts, mailboxes, and network printers; supervises and compiles network security scans.
  • Configure and support a multitude of network printers, scanners, copiers and VTC (video teleconferencing) systems.
  • Worked in a variety of small business settings installing network printers and setting up network devices.
  • Provided Advanced Networking support, Email, Network Printers, DSL/Cable Installation.
  • Create print queues on print server to add new network printers.
  • Maintained, configured and managed over 125 Xerox network printers.
  • Map, install, and troubleshoot local and network printers.
  • Set up network printers and added to print server.
  • Install and configure local and network printers and scanners.
  • Assigned IP Addresses to network printers.
  • Network printers troubleshooting and support.
  • Connected network printers and modems using LPR/HP Jetdirect Admin ports in TCP/IP and IPX/SPX environment on Windows 2000 machines.
  • Replace toner cartridges, fusers, imaging units on Xerox 7300DN and 7400DN, 7500DN network printers.
  • Create Hp Dispatches Add Local & network Printers.
  • Experience using or supporting Microsoft Windows XP, Microsoft Office 2000/2003/2007, hardware, local network printers and Symantec Antivirus.

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12. Active Directory

high Demand
Here's how Active Directory is used in Technician Support Tier jobs:
  • Created and terminate accounts in Active Directory and all primary business systems and applications to ensure adherence to security maintenance procedures.
  • Created and modified distribution lists/aliases and modifying security groups using Exchange 5.5 and Active Directory
  • Installed and supported over 10 Microsoft windows applications in an active directory environment.
  • Administered and assigned permissions on specific server request access through Active Directory.
  • Assisted in the deployment of University computers in an active directory environment.
  • Managed active directory assets and user information objects and member groups.
  • Deploy updates and provide administration over Active Directory group policy.
  • Modified Windows Active Directory accounts to enforce DoD policy requirements.
  • Managed and maintained active directory permissions and folder shares.
  • Adjusted and corrected data information in Active Directory.
  • Supported active directory, WSUS, security/anti-virus updates.
  • Manage administrative rights in Active Directory.
  • Experience in Active Directory management.
  • Supervised troubleshooting of Active directory.
  • Provide entry level support to managed services clients, add or remove users from active directory, configure printers, and call-routing
  • Managed account creations, lockouts, and general AD issues for users that used both Novel and Windows active directory systems.
  • Perform active directory password reset as well as looking at GPO console to trouble shoot for end users with access problems.
  • Accepted, entered, modified, and deleted customer accounts in Active Directory/DRA Account and Resource Management through Remedy 6.3.
  • Experience with Linux (Red-Hat), Active Directory, & Strong technical support abilities to effectively resolve software/hardware issues.
  • Perform user creation and maintenance of new and existing employees, via Active directory or Windows 2007 exchange server.

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13. OS

high Demand
Here's how OS is used in Technician Support Tier jobs:
  • Provide call-handling, incident management, and communication skills to accurately diagnose incident and determine necessary path for resolution.
  • Provide positive support by projecting a positive attitude by maintaining courtesy and professionalism with customers, co-workers and management.
  • Performed advanced modem diagnostics and troubleshooting, including initialization string implementation and memory address reassignment via debug.
  • Work closely with vendor management and business operations to coordinate changes and deployments both locally and remotely.
  • Worked with management by completing agent error reports and identifying up training and coaching possibilities.
  • Work closely with Senior Engineers in troubleshooting and resolving network modifications and upgrades.
  • Obtain strong understanding of OS and application operations related to company offered services.
  • Maintained close relationships with floor supervisors in order to provide agent development.
  • Worked closely with management to align customer needs with business interests.
  • Increased company revenues through up-selling and cross-selling system accessories and peripherals.
  • Worked closely with team leads to ensure customer satisfaction requirements were met
  • Implemented applications for process improvement and cost efficiency of operations.
  • Identify possible resolutions using established and/or general guidelines and protocols.
  • Network administrator for hospitality, retail and entertainment clients nationwide.
  • Results-oriented Senior Executive with progressive experience across diverse industries.
  • Identify and solving networking problems using diagnostic testing software.
  • Diagnosed/provided a path to resolving various technical issues.
  • Maintained hosting area network infrastructure within data centers.
  • Cross-trained other Technical staff as necessary.
  • Completed Microsoft Network Certification program.

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14. Setup

high Demand
Here's how Setup is used in Technician Support Tier jobs:
  • Provide assistance regarding technical requirements for setup and/or running of Learning Tree International courses employing AnyWare.
  • Serve as BlackBerry Enterprise System administrator, assisting customers with device setups and troubleshooting.
  • Designed and implemented setup every location of the facility to accept WiFi devices.
  • Engaged customers, and high-level stakeholders to analyze business requirements and setup.
  • Resolved equipment functionality and operation issues that required replacement and/or setup.
  • Resolved audio, video and software issues/setup remotely for U-Verse platform
  • Point of contact for network account setup/modification requests.
  • Exchange server and cloud based email setup/configuration.
  • Assist with hardware/software setups and troubleshooting.
  • Network infrastructure setup and installations.
  • Answered customer inquiries regarding E-mail server setup and configuration, connectivity testing lines and routers, networking conflicts & web hosting.
  • Assist end users with password reset, drive mapping, and user account setups and any other end users related issues.
  • Experienced with mainframes, local area networks, document conversion, e-commerce, and other specialized hardware and software setups.
  • Automated scripts saved Hercules IT 40 minutes per new computer setup and customer 20 minutes per new printer and PDA install
  • Assisted with setup of 3rd party software on the hosting accounts, and provided basic training on its use.
  • Supported and maintain PC hardware and software including new computer setup, images, software installation, and troubleshooting.
  • Assist with new IT related projects and new IT hardware setups, such as setting up new Imaging stations.
  • Installed, setup, and configuring scanners, portable and all-in-one printers' utilizing the fax and scan options.
  • Assisted in transferring data from old to new systems; ghosting imaging and setup of new systems for deployment.
  • Assisted with remote PC and device setup and troubleshooting as well as game console and tablet support via phone.

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15. Voip

average Demand
Here's how Voip is used in Technician Support Tier jobs:
  • Communicated effectively with customers to troubleshoot and effectively connect to the Road Runner networks and establish VoIP phone connection.
  • Walked customers through installations and achieve VoIP registration and/or DSL connectivity.
  • Developed and exercised extensive VoIP system troubleshooting and management skills.
  • Led and coordinate repair activity with participation from partner/vendors, wholesale & VOIP carriers, field technicians and Tier 3 agents.
  • Interact and engage cooperatively with multiple operational teams to resolve customer needs such as Triad, Assignments, and VoIP NOC.
  • Investigate and resolve Layer 3 routing protocol outages such as BGP, OSPF and VOIP tunnel outages on-net or off- net.
  • Support VOIP service utilizing LNP (Local Number Portability), ensure FOC (Firm Order Commitment) was issued.
  • Add, remove, and modify user's VoIP phones for each company that is enrolled with West IP Communications.
  • Analyzed customer wireless network setups and performed trouble-shooting steps to resolve VoIP, high speed internet access and/or HDTV issues.
  • Monitored VoIP and CLEC networks taking necessary actions to resolve matters or contacting the appropriate parties to resolve issues.
  • Work in depth with customers over the phone to solve complex computer and VoIP issues pertaining to network connectivity.
  • Provided technical support and customer assistance to business accounts for AT&T internet, VOIP and television services.
  • Provide support for services ranging from Voice-Over IP (VOIP), to High-Speed Internet and Digital Television.
  • Provided phone and chat support to users of the 8x8 Virtual Office hosted VoIP business phone system service.
  • Served as the customer advocate to communicate product improvement in area LAN, WAN and VOIP services.
  • Key attention to problem solving and resolving challenging issues within Frontiers VoIP, data and video services.
  • Monitored cable network outages and outage spread, along with service degradation for the VOIP phone service.
  • Test, upgrade, correct manufacturer defects in fiber optics, VoIP, data and voice systems.
  • Provide assistance with VoIP products and proper troubleshooting steps via chat for lower levels of technical support.
  • Utilize network tools to verify VoIP issues on the network and escalate customer and network issues.

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16. IOS

average Demand
Here's how IOS is used in Technician Support Tier jobs:
  • Monitor real-time kiosk status using network interface application.
  • Worked with developers (Cisco) to create and test IOS to XR Conversion tool as well as XR2XR upgrade tool.
  • Contract Description: Remote support of KACE customers focused solely on deploying, managing and auditing Mac OS X/IOS devices.
  • Provide technical support to customers and/or technicians in the field based around Internet, Digital Phone and IOS based platforms.
  • Communicate with other departments to insure all were aware when kiosks were being serviced and when issued were resolved.
  • Updated BIOS and drivers for units as well as diagnosed and repaired both User issued laptops and field laptops.
  • Assist customers with any technical issues they re having with IOS devices while providing a memorable customer care experience
  • Diagnose various technical issues regarding IOS devices, hardware, software, or internet related issues.
  • Worked with law enforcement to retrieve devices that were stolen and sold to the kiosks.
  • Supported and sold 321 Studios' line of DVD authoring software by phone support.
  • Experience with Cisco IOS, installing, configuring, maintenance of Cisco equipment.
  • Obtain general understanding of IOS, OS and application operations related to Apple.
  • Experience with Apple IOS and Mac computers Diagnostic Tools to resolve device issues.
  • Prepared test plans, data scenarios and user documentation for customer billing system.
  • Experience in troubleshooting IOS devices, while working with mac and windows products.
  • Reported daily issues to Help Desk Manager; Result: Compiled completion ratios.
  • Noted customer s issues with IOS software or hardware issues on accounts.
  • Sell Frontier Secure Premium Tech Support services, maintain resolution ratios.
  • Provided configuration and VOIP support for ADTRAN routers running Cisco IOS.
  • Assess and troubleshoot hardware and software issues with IOS devices.

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17. Windows XP

average Demand
Here's how Windows XP is used in Technician Support Tier jobs:
  • Supported scientists and scientific researchers in lab environment using MAC OSX from 10.4-10.9 and Windows based machine using Windows XP- 7.
  • Provided daily technical support for Windows XP, Vista and Windows 7, as well as resolved hardware and peripheral-related issues.
  • Monitored over 300 PTT Paperless Time Ticket Kiosks operating on Windows XP(Embedded) thin clients using Rapport 4.4.
  • Key team member in all global software upgrades such as service pack releases for Windows XP and Lotus Notes upgrades.
  • Led the team responsible for upgrading Windows XP/Vista systems to Windows 2007 with no loss of user data or downtime.
  • Support Faculty, Staff, and Students with their computers and peripherals(Windows XP/Vista/7 and OS X).
  • Addressed issues with connectivity for wired and wireless connections for Windows XP, Vista, 7 and Mac platforms.
  • Provided advanced level of technical support for Windows XP users dealing with configuring and setting up the o.s.
  • Supported 2,000+ users in a mixed Windows XP, XP 64-bit, Vista, and Windows 7 environment.
  • Assisted with Windows XP to Windows 7 deployments by setting up the new computers and providing data transfers.
  • Migrated 159 county clerks' offices and staff from Windows NT to Windows XP for improved performance.
  • Assist in the administration of Windows NT/2000 Servers and Windows XP, includes user/group and file permissions.
  • Performed troubleshooting techniques for error messages in Windows XP, Windows Vista, and Windows 7.
  • Provided tier II support during migration of Chase branch workstations from Windows XP to Windows 7.
  • Assisted with the operating system upgrade from Windows XP to Windows 7 for over 5,000 computers.
  • Performed remote tech support via phone and LogMeInRescue software for any issues in Windows XP-10.
  • Provided support of 1800+ node worldwide network comprised of Windows XP and 7 workstations.
  • Resolved issues for independent users using Microsoft Active Directory and Windows XP.
  • Scheduled manual and automated OS loads of Windows XP and Windows 7.
  • Managed Windows XP Professional, Windows Vista Business Windows 7 workstations.

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18. VPN

average Demand
Here's how VPN is used in Technician Support Tier jobs:
  • Worked closely with development to reproduce and resolve complex security and VPN related issues for large/premium customers.
  • Assisted end users with troubleshooting connectivity based issues, including firewall and VPN troubleshooting
  • Supported troubleshooting, corrections and/or installation of issues involving software, hardware and network issues (including VPN).
  • Configure networking software to accommodate guests access requirements such as VPN, Bandwidth, Proxy server and specialized log.
  • Provide Q/A checking all key verified settings with final build stages including verifying security features such as VPN/entrust.
  • Experience in software and hardware troubleshooting, virus control, printer management, VPN, and mobile email.
  • Updated firewall settings for port forwarding for FTP, SSH, VPN, and other applications.
  • Worked on configuration of Cisco firewalls and routers, modified access lists and created VPN users.
  • Walk business customers through setting up Static IP's, Firewalls, VPN, and VOIP.
  • Provided support for VPN, Network Connectivity, Wireless Connections, Microsoft Office and Outlook 2003/2007.
  • Provide assistance to customers with LincPass issues such as difficulty logging into Windows and VPN.
  • Configure and troubleshoot VPN connections for remote employees as well as managing RSA tokens.
  • Provided connectivity (LAN, Internet, VPN) troubleshooting and support Computer hardware.
  • Configured and troubleshot VPN connections using RSA SecurID and Cisco AnyConnect clients.
  • Take calls from customers with technical issues with their VPN software.
  • Install VPN software and other applications for users who require it.
  • Provided VPN and Firewall Support for the Premium DSR contract accounts.
  • Provide VPN support by setting private or public static addresses.
  • Managed technical support for Corporate VPN and Managed Router Customers.
  • Worked and maintained Cisco VPN connections with FSIS USDA inspectors.

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19. T-Mobile

average Demand
Here's how T-Mobile is used in Technician Support Tier jobs:
  • Last position held Tier III Technical Support which provided technical support for wireless internet provided by T-Mobile s wireless 4G network.
  • Assisted customers with my T-mobile website registration issues and educated them how to use the system.
  • Configure Internet and MMS on unsupported mobile devices to operate on the T-Mobile network.
  • Provide outstanding customer service to help T-Mobile gain JD Powers award for customer service.
  • Drive to resolution network trouble tickets opened by T-Mobile customers and employees.
  • Ranked in the top 1% in all of T-Mobile Technical Care.
  • Provided in-depth technical support for T-Mobile customers with their cellular devices.
  • Write articles for T-Mobile knowledge base to assist technical support representatives.
  • Assisted T-Mobile users with technical issues over the telephone.
  • Process phone replacements and device changes in T-Mobile system.
  • Provide level 3 support for wireless internet for T-Mobile
  • Provided high level technical support for T-mobile customers.
  • Worked in Tier 3 Technical Care for T-Mobile.
  • Completed exchanges according to T-mobile standards.
  • Experience with T-Mobiles trouble ticket system.
  • Advanced Support for all T-Mobile Data and Voice Networks Beta test new T-Mobile products prior to public release
  • Worked with T-mobile Tier 2 on National System issues and in planning upcoming 3-digit MNCode Standardization effort.
  • Assisted customers in correcting Smartphone/Service issues Assisted customers to become more knowledgeable of T-Mobile products
  • Provided expert device and technical support for all T-Mobile products following a troubleshooting flowchart, and occasionally by creative thinking.
  • Worked for t-mobile as level 2 technician for blackberry and pda devices.

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20. Tcp/Ip

average Demand
Here's how Tcp/Ip is used in Technician Support Tier jobs:
  • Provided support and troubleshooting for applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd party devices and their interaction with our service.
  • Worked Specifically with TCP/IP and DNS Server Settings, as well as Network Drivers, IP Configuration, and Browser Configuration/Troubleshooting.
  • Gain knowledge of operating systems, TCP/IP networking concepts, production, internet service, ASP, CLEC, ILEC.
  • Developed skills in customer service and troubleshooting wireless LAN, TCP/IP protocol, Windows Vista/XP/9x settings, and IPTV/HDTV service
  • Solved LAN connectivity issues including software installation, rebuilding TCP/IP, stacks, upgrading and installation of new software/hardware.
  • Provided technical support and troubleshooting to PC and MAC users of small- to mid-sized TCP/IP networks.
  • Configure TCP/IP, 10/100- base-t, wireless routers, through windows and using IBM Access Connections.
  • Support all Video, phone, Ethernet/Wireless connectivity issues, TCP/IP configurations, and router configurations.
  • Create, install, configure and troubleshoot Oracle virtual machine images and TCP/IP network protocol.
  • Perform TCP/IP troubleshooting and create the DUN (dial up network) if necessary.
  • Use TCP/IP and basic commands to resolve network connectivity issues for end users.
  • Configured LAN/WAN Protocols, TCP/IP Networking Protocols, and IP Addressing.
  • Work with Network support, which includes LAN/WAN and TCP/IP maintenance.
  • Migrated thousands of computers from a Banyan Vines network to TCP/IP.
  • Resolve TCP/IP and Telephony issues for DSL and dial up connections.
  • Configure and support TCP/IP in a Windows Active Directory environment.
  • Configure TCP/IP for use with Road Runner when necessary.
  • Sound knowledge of TCP/IP networking.
  • Performed DNS, TCP/IP, Wi-Fi, LAN, Port Forwarding, Trace Routing.
  • Full use of the TCP/IP stack on site for nine months.

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21. Tier II

average Demand
Here's how Tier II is used in Technician Support Tier jobs:
  • Promoted to Tier III, Escalation & Professional DSL / LAN Escalate DSL/Broadband and speed issues to MOC, Enterprise.
  • Track all outstanding tickets, working closely with Tier III Technician to ensure any problems are resolved in timely manner.
  • Provided Tier III technical call center support, device testing, and training for customers, employees, and vendors.
  • Escalate all Tier II and Tier III inquiries and issues based on document process, policies, and procedures.
  • Tracked all outstanding tickets, working closely with Tier II Technicians to ensure issues were resolved in timely manner.
  • Provided kind, complete responses and documented customer issues via support tickets and escalating to Tier II when needed.
  • Partnered with Tier I and Tier II Help Desk staff along with Software Analysts to resolve complex problems.
  • Performed other tasks as assigned by the Program/Deputy Manager, Tier II Supervisor, and Help Desk Manager.
  • Worked directly with Tier II Technical Support staff for advanced customer issues and also during the escalation process.
  • Provided documentation on steps to take for Tier I & Tier III troubleshooting to help desk staff.
  • Provided Tier II technical support for premier customer support accounts in the Global Communications Group at IBM.
  • Received HP Workstations and Printers certification as a requirement to work as a Tier II Remote Technician.
  • Resolved escalated cases by tier I and sometimes acted as a tier III level of support.
  • Managed and supported tier I, and tier II, technicians in troubleshooting and customer service.
  • Promoted to Tier II support after excelling in supporting customers with enterprise software and account issues.
  • Assisted in designing a new Training program for Tier II technicians once they completed classroom training.
  • Finished in the top 3 Tier III agent performance rating in 2011 out of 80 agents.
  • Provided Tier II technical support for field representatives, supporting their technical needs and inquiries.
  • Maintained a Combined Data Sheet in Excel for Tier II of updated UBR access information.
  • Provided Tier II Technical Support for over 80 users in 30 offices spanning multiple states.

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22. DSL

average Demand
Here's how DSL is used in Technician Support Tier jobs:
  • 2Received incoming tech support regarding VDSL connectivity issues.
  • Provided technical support to residential DSL customers.
  • Configure Cisco phones for both on and off-net use; verify connectivity issues with T1 lines, DSL and Backup Tunnel.
  • Provided technical support to field technicians and troubleshooting existing issues for DSL, T1, T3, Fiber and Analog networks.
  • Verified IP addresses for LFO technician Ripped and rebuilt circuits using RAD Registered new DSL customer and configured their modem/router.
  • Received calls from 1st time broadband customers & worked to correct connectivity issues found while installing and checking DSL connectivity.
  • Conduct periodic testing of ISDN, DSL w / end users to insure back-up alternate lines were functional when needed.
  • Provided direct telephone support for SBC DSL self-install customers regarding installation and configuration of DSL equipment and software.
  • Resolved DSL related issues escalated from tier I technical support and other departments over the phone and chat.
  • Placed customers on alternate facilities (ISDN, DSL) to restore communications when primary lines were down.
  • Assisted customers with registration, email creation, DSL physical line signal testing and modem/filter set-up.
  • Utilized knowledge in troubleshooting T1, T3, Wireless, DSL, and Ethernet technologies.
  • Served as a Tier 1 Technical Support Representative for AT&T DSL customers.
  • Performed new installations of DSL hardware and software, and troubleshooting existing DSL customers.
  • Connected to the DSLAM to reset the network to correct the issue at hand.
  • Front line telephone technical support for customers of a major DSL Internet service provider.
  • Provided technical support and on-site installation for ISDN, DSL, and Frame customers.
  • Ripped and rebuilt their DSL lines (basically cleaned up connection errors).
  • Assisted customers with manual installation of DSL hardware and software over the phone.
  • Provided technical support to Bell South DSL business customers and escalated residential calls.

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23. Trouble Tickets

average Demand
Here's how Trouble Tickets is used in Technician Support Tier jobs:
  • Utilize Remedy ticketing system to document calls and resolve or properly escalate trouble tickets to appropriate personnel
  • Analyze user-generated trouble tickets determine causes of problems and take appropriate action for resolution.
  • Performed troubleshooting and repair in response to customer-reported trouble tickets.
  • Maintained communication between customers and engineers on trouble tickets.
  • Worked electronic telephone network trouble tickets.
  • Initiate trouble tickets and escalate network related issues to VMU Network Operations Center (NOC) to minimize service level disruptions.
  • Support transfers from tier one and field techs with U-verse issues create trouble tickets Resolving issues and or escalating to CTNOC.
  • Walked clients and customers through the tech support process advised customers to call in to submit trouble tickets due to services.
  • Direct interaction and escalate trouble tickets internally and externally (LEC's and other carriers) on behalf of customers.
  • Address trouble tickets for billing issues and knowledge of escalation process for issues not within my scope of support.
  • Identified, isolated and resolved trouble tickets in multiple queues relating to CDV, HSD, and BCV issues.
  • Created and escalated trouble tickets for customers to make sure their issues were taken care of rapidly and efficiently.
  • Provide effective and timely resolution of retail customer trouble tickets to include CATV, telephone, and voice mail.
  • Create and resolve trouble tickets for various problems in different zones and technicians and keep users informed of progress.
  • Collaborated with Tier 3, Account Managers, Project Managers and Network Engineers to resolve customer trouble tickets.
  • Implemented structural database within Information reference to creating trouble tickets and documentation of the solution to the situations.
  • Work trouble tickets in a timely and professional manner in accordance with clearly defined Alcatel-Lucent procedures and standards.
  • REMEDY and UET ticketing system to distribute, create, reroute, resolve and look up trouble tickets.
  • Resolved trouble tickets regarding network failure, user lockouts, network printer failure, and miscellaneous network support.
  • Generated trouble tickets to direct customer's problems, issues, and/or requests to the appropriate work group.

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24. DNS

average Demand
Here's how DNS is used in Technician Support Tier jobs:
  • Limited troubleshooting of Web Hosting customers involving instruction with using proprietary DNS management utility.
  • Supported troubleshooting of network issues (IP configuration, bandwidth, DNS & command line tools, Ping, etc.)
  • Assist customers with the administration of their TWC Business Class Standard, Vanity and Non-Vanity E-mail and DNS.
  • Provided training to internal and external customers as to how to use telephony, DS1 and DNS.
  • Determined and corrected spoofing issues with phone and/or computer MAC, DNS address issues.
  • Diagnosed many DNS and Authentication issues with input from enterprise network group.
  • Assisted with website maintenance and updating DNS records for client domain names.
  • Modified RADIUS authentication, DNS settings, and channel conflicts.
  • Resolved and troubleshoot DNS and mail server issues using telnet/tools.
  • Used internet directory services software such as DNS software.
  • Assist customers in configuring advanced DNS and MX records.
  • Maintained the DNS servers by updating customer DNS request.
  • Supported device connectivity and DNS issues.
  • Diagnosed routing and DNS issues.
  • Assist with DNS, MX, NS, and PTR record change, and escalations to tier 3 support for unresolved issues
  • Home networking: routers, modems, hubs, ping, DNS flush, etc.
  • Provide DNS, Web, and E-mail Support.
  • Assisted customers with connectivity issues, Reinstalling NIC from a remote location, resetting DHCP and DNS servers.
  • Used NSlookup to check for any DNS issues that the end user may be having.
  • Investigate DNS issues Educating customers on their products and services

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25. Verizon

average Demand
Here's how Verizon is used in Technician Support Tier jobs:
  • Resolved high-priority networking and telephony tickets in collaboration with ATT and Verizon technicians, ensuring customer satisfaction and positive feedback.
  • Maintained the Verizon Fiber Optic infrastructure using powerful proprietary diagnostic software and excellent troubleshooting skills.
  • Provided customer service for troubleshooting technical issues for any mobile devices for Verizon.
  • Documented help desk tickets/resolutions, and provided overall assistance to Verizon Wireless customers.
  • Maintain daily customer service activity logs utilizing Verizon's automated customer service databases.
  • Support Verizon wireless network related issues including coverage and provisioning conflicts.
  • Provided Customer Support for Verizon Premium Support Customers.
  • Provided detail reports and troubleshoot over proprietary software Internet connections for clients of Verizon DSL High Speed Internet as IT Contractor
  • Assisted Verizon Wireless customers regarding aspects of cellular service including billing, technical support, and changes in service.
  • Support T-Mobile, AT&T, Verizon Wireless and most of national and international wireless data companies.
  • Provide excellent customer support in setting up emails through: Verizon email, Outlook Express and Apple Email.
  • Worked with USB cellular cards such as, but not limited to, Verizon Wireless UM150 series.
  • Trained on troubleshooting Verizon's fiber optic network terminals for phone, data, and video services.
  • Escalated complex issues per policy to Tier 3 Technical Support or Verizon Network Support upon approval.
  • Provided support for Verizon customers regarding their cellular devices and services, as an external vendor.
  • Provide phone based support for customers using advanced personal data devices on the Verizon Wireless.
  • Provided high-volume tier 3 technical support for T-Mobile, AT&T and Verizon.
  • Provided software and hardware technical support for Verizon's DSL, ISDN and Internet services
  • Appointed as leading analysts to troubleshoot and support specific issues related to Verizon.
  • Assisted in the company merging of over 1500+ former Verizon employees to Frontier.

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26. Knowledge Base

average Demand
Here's how Knowledge Base is used in Technician Support Tier jobs:
  • Contribute to knowledge base and troubleshooting processes, training and maintaining current documentation of standard operating procedures in defined manuals.
  • Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Scholastic Knowledge Base.
  • Consult customers on administrating and configuring MegaPath products using the VOX/SPOCK knowledge base: Leveraging available customer facing company resources.
  • Developed knowledge base documents for specific issue resolution (including training/reference material).
  • Developed knowledge based training programs and customer user manuals.
  • Answered subscriber questions and needs using knowledge based tools and even at times coming up with solutions from first hand experience.
  • Develop technical solutions to be posted to both internal and external knowledge base to assist in troubleshooting and diagnostics of issues.
  • Responded to customer email using Knowledge based B articles, templates as well as formulating personalized responses to resolve tickets.
  • Create, update, and maintain knowledge base articles (primarily related to Exchange, Blackberry, and BES).
  • Execute basic commands and scripts as defined by CCR Knowledge Base to perform troubleshooting at sites with redundant connectivity.
  • Played a key role in updating and improving outdated Knowledge Base articles which allowed for maximized work efficiency.
  • Provide feedback on customer issues and the knowledge base so that management can address and improve the items.
  • Created knowledge base articles for iPhone that were submitted to Apple to be included on the Apple website.
  • Maintained list of frequently asked questions (FAQs) and knowledge base help references for all help levels.
  • Provided technical support to Apple's iPhone customers using knowledge gained from training and/or knowledge base articles.
  • Created knowledge base articles for new and existing technologies that were previously absent or lacking in polish.
  • Created a knowledge base for identifying security vulnerabilities and how to correct them in our earlier deployments.
  • Contributed notes and solutions to general knowledge base helping teammates to understand, and resolve similar issues.
  • Created and updated the Knowledge base for tier 1 and tier 2 agents to resolve customer troubles.
  • Develop and submit new Knowledge Base articles to the organization for the review of the team lead.

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27. Android

average Demand
Here's how Android is used in Technician Support Tier jobs:
  • Provide support for mobile devices including Android, Windows Mobile, and Blackberry operating systems in a call center environment
  • Assist customers isolate and resolve hardware and software concerns with Blackberry, Android, and Windows Mobile devices.
  • Handle customer calls inquires and also troubleshooting for the Blackberry, Android, Windows and basic cell phones.
  • SIP protocol, TCP/IP networking, wired and wireless capture analysis, understanding and experience of Android devices.
  • Provide phone support to connect to our service, also provide phone support to android and apple device
  • Helped Enterprise IT Departments deploy and manage numerous Android, Blackberry, and Windows Mobile Devices.
  • Excel at researching, analyzing and resolving technical issues for Android, IOS and Tablets.
  • Assisted end users with problems with Androids, Black berry and other phones.
  • Provided technical support with Blackberry, IOS and Android operating systems.
  • Assisted with BIS/BES (BlackBerry software) and Android administration.
  • Answer customer calls for technical support of Samsung Android devices.
  • Assisted users with iPad/iPhone and Android e-mail set up.
  • Blackberry, Palm, and Android support as well.
  • Configured IOS and Android devices for Corporate Use.
  • Configure HDMI cables with Androids.
  • Google tier III tech support for all Google hardware & Android OS.
  • Support provided for a wide range of devices running on Windows, Mac OS, iOS, Android, and Linux.
  • Increase productivity of mobile products - Seasonal position - Troubleshooting of mobile products (Apple, Windows, and Android)
  • Provide technical support for Apple mobile devices, Android-based phones and tablets, network interfaces, and Microcell technology.
  • Served as a Subject Matter Expert (SME) to CSRs for Blackberry and Android operating systems.

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28. LAN

average Demand
Here's how LAN is used in Technician Support Tier jobs:
  • Performed troubleshooting for Enterprise level wireless network management server software Avalanche Mobility Center (Windows and Linux) and associated clients.
  • Prepared, planned, designed and implemented custom Ethernet service solutions for commercial customers with mission critical service requirements.
  • Monitor all planned network events across impacted systems and networks to ensure effective communications and minimal customer impact.
  • Provide management communication support concerning organizations in developing concepts through operational action plans outlining corporate products.
  • Installed and configured computer workstations and configured laptop computers for connections on LAN.
  • Collaborated with Customer Care Supervisor to create strategic plans to enhance customer satisfaction.
  • Resolved technical and policy issues for customers with a focus on balanced business
  • Provide assistance to potential and existing customers regarding available plans and services.
  • Used analogies to help customers understand technical information in everyday language.
  • Planned, developed and implemented backup and recovery procedures.
  • Prepared engineering plans and site installation technical design packages.
  • Develop at-a-glance reference documents to use in servicing members.
  • Recorded customer enrollment in Medicare insurance plans.
  • Provided assistance on CISCO switches to troubleshoot machines that were either on an incorrect VLAN or were unable to authenticate correctly.
  • Installed and configured printer drivers, Anti-Virus software, system network, surveillance systems, routers, remote viewing, etc.
  • Provided technical support for post paid plans with cellular and tablet devices with issues involving mobile data, calling and messaging.
  • Balance the needs of the end user customer while balancing the needs of the internal business requirements for productivity and performance.
  • Provided surveillance, maintenance, and break/fix activities for all aspects of the backbone and the services that ride on it.
  • Created a hardware standardization plan to simplify support, ease employee on-boarding, cash flow forecasting, and budget creation.
  • Listened to, and subsequently queried customers to ascertain nature of problem(s) and develop plan for remediation.

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29. Technical Problems

average Demand
Here's how Technical Problems is used in Technician Support Tier jobs:
  • Resolved intermediate technical problems related to multiple Microsoft Windows applications and internal proprietary software and agent websites.
  • Support Remedy application identifying, researching and resolving technical problems for internal and external Global customers.
  • Provided support to end users including identifying, researching and resolved technical problems,
  • Resolved technical problems and addressed customer inquiries related to all COX residential products.
  • Followed documented processes to identify and troubleshoot member's technical problems.
  • Analyze technical problems and provided basic engineering and technical support.
  • Worked as part of a team in a call center answering advance technical problems and troubleshooting with customer over the phone.
  • Assist clients with technical problems including but not limited to their digital TV, phone, and Internet.
  • Respond to customer technical problems/issues related to hardware, software, and networking via e-mail and phone.
  • Resolved technical problems with customer's phones and accessories, as well as with the network.
  • Give step by step instructions to customers over the phone in order to resolve technical problems.
  • Provided Support to customers and Field Service staff in resolving moderate to complex technical problems.
  • Solve complex billing, sales order, and technical problems while building customer loyalty.
  • Advanced knowledge of technical problems within systems to be able to handle more difficult calls
  • Handle technical problems via telephone & remote to resolve on 1st contact.
  • Analyzed, detected, identified and corrected technical problems and deficiencies.
  • Calm angry customers, pin point technical problems and document results.
  • Resolve customer's technical problems with a certain call average time.
  • Handle complex technical issues as well as simple technical problems.
  • Take inbound calls from clients experiencing technical problems with devices.

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30. Technical Assistance

low Demand
Here's how Technical Assistance is used in Technician Support Tier jobs:
  • Managed approximately 80 inbound calls daily providing excellent technical assistance to customers regarding their cable, telephone and internet services.
  • Provided highest level of technical assistance for nationwide implementation of Affordable Care Act
  • Maintained services for both residential and business customers for technical assistance.
  • Provided remote technical assistance to users from multiple military organizations.
  • Provide technical assistance to third-party developers integrating the public web-service.
  • Provided technical assistance to computer system users in various departments.
  • Provided technical assistance for network troubleshooting.
  • Provided technical assistance for customer inquiries.
  • Provide technical assistance with wireless local area network (WLAN) or local area network (LAN) for multiple platforms.
  • Answered residential and business customer calls and provide technical assistance with DSL, Phone, Web Hosting and DNS record issues.
  • Provide technical assistance for customer whom are having problems with either their U-verse TV, Internet, or phone services.
  • Provided Tier I Technical assistance in clear, concise and easy to understand language to non-technical peers and callers.
  • Worked complex software and hardware related problems with site personal and NORTEL ETAS (Emergency Technical Assistance Support).
  • Provide technical assistance in response to call center inquiries related to equipment usage operating issues and customer concerns.
  • Conduct hardware and software diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Provide technical assistance to users so that LAN/WAN operations within the MDARNG network have few major disruptions.
  • Responded to requests of technical assistance from Tier I and II Support Represent-actives.
  • Provided on-site and Phone support for clients in need of technical assistance.
  • Provide VoIP technical assistance for commercial, business, and residential clients.
  • Provided installation support as well as other technical assistance to end users.

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31. Password Resets

low Demand
Here's how Password Resets is used in Technician Support Tier jobs:
  • Provide password resets using company policy of complexity and length to ensure password integrity.
  • Assist VA employees from all over the nation with technical issues usually involving password resets and basic computer and program troubleshooting.
  • Provided technical support to customers needing assistance with account administration (password resets and account unlocks).
  • Worked in a call center environment troubleshooting browser issues, connectivity problems, and password resets.
  • Provided password resets for corporate users through AD, AccessNow, Mainframe, and SAP accounts.
  • Managed account lock outs and password resets for over 6,200 network users throughout the nation.
  • Resolved network & device connectivity issues, password resets, faxing issues, etc.
  • Verify all the correct information before granting password resets and access to platforms.
  • Performed password resets for Network accounts and other RockTenn specific resources.
  • Ensured and maintained Security protocol with password resets and support.
  • Assisted customers with password resets and account security.
  • Utilize NETIQ for password resets and account unlocks.
  • Assisted employees with domain and mainframe password resets.
  • Performed necessary password resets for State Farm Agents.
  • Assisted internal staff and students with password resets.
  • Assisted with email configurations and password resets.
  • Perform account activation and password resets.
  • Assist customers with password resets.
  • Enable password resets for accounts.
  • Account enable and password resets.

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32. Citrix

low Demand
Here's how Citrix is used in Technician Support Tier jobs:
  • Used Remedy/ticket-based call escalation and Citrix to assist customer service in resolving customer issues.
  • Utilized Citrix program to remote into workstations for additional information and resolution.
  • Deployed, configured, and supported USB extension through RDS/Citrix using a proprietary virtual channel product.
  • Analyze and resolve incidents elevated from Tier 1 support related to Citrix Application hosting environment.
  • Used a Citrix-based trouble ticketing system in order to properly log calls and issues.
  • Experience in troubleshooting Network, Firewall, DNS and Citrix environment setups.
  • Assist end users with troubleshooting Citrix receiver software issues on workstation.
  • Partnered with Citrix to enhance our Remote Desk Top support solution.
  • Reported and recorded all service sessions with a Citrix application.
  • Assisted users with Citrix and RDP connections to terminal servers.
  • Help clients configure citrix and VPN for home use access.
  • Unlocked passwords for Citrix and AS400 users accounts.
  • Resolve 1st level Citrix incidents and requests.
  • Pushed Citrix receiver on workstations.
  • Provide support to Citrix VPN clients
  • Screen I/O was processed via Citrix
  • Worked with WinXP, Win7, Citrix GoToAssist, IBM Lotus Notes, and more.
  • Administer Citrix, FRAC Harris VPN, Microsoft XP remote tool SMS and SUS.
  • Configured new client/user accounts in Citrix Metaframe environment.
  • Assisted in troubleshooting several server issues, including DSM failures, Citrix Application issues, and Credant issues.

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33. Customer Calls

low Demand
Here's how Customer Calls is used in Technician Support Tier jobs:
  • Transferred customer calls to manufacturer for additional support dealing with specific issues or services.
  • Log customer calls appropriately and efficiently.
  • Resolved residential customer calls concerning questions or problems pertaining to Cox's video, telephone, and high-speed data services.
  • Assisted other support agents with customer calls and resolved escalated calls to ensure plus maintain customer satisfaction.
  • Receive incoming customer calls to provide technical solutions regarding the Barnes & Noble e-reader and/or e-reader app.
  • Answer customer calls as they come in, in order to solve customer issues.
  • Provided closure and proper routing on customer calls in a courteous timely manner.
  • Answered external customer calls and troubleshot customer's technical difficulties that were occurring.
  • Monitored tier one customer calls to verify accurate HP support call procedures.
  • Assisted customer calls with unauthorized charges, game issues, and complaints.
  • Answered a constant flow of customer calls with in queue.
  • Open trouble ticket to address and resolve incoming customer calls.
  • Assisted with customer calls at the front desk.
  • Logged all customer calls into Remedy ticketing system.
  • Handled escalated customer calls from Tier I Technicians.
  • Logged customer calls in tracking software
  • Handle incoming customer calls Provide first-level and second level user administration support with focus on first call resolutions.
  • Resolve issues escalated by other departments and return customer calls in a timely manner.
  • Answer incoming customer calls, evaluate and assess customerreported trouble.
  • follow up customer calls when necessary.

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34. Linux

low Demand
Here's how Linux is used in Technician Support Tier jobs:
  • Conducted penetration testing equipment implementation using Linux distributions, Backtrack and Kali.
  • Provided contributions to migrate software onto Linux platforms.
  • Configured workstations through Linux based servers.
  • Worked with a diverse set of systems ranging from Windows/Mac/Linux hardware and finding resolution to outstanding and current issues.
  • Perform OS, network maintenance, and support with Windows, Mac, Linux, and Mobile devices.
  • Worked to resolve technical issues on computers with Window 95-Vista, Mac OSX, and Linux.
  • Install, configure, maintain and administer Linux / UNIX, Windows operating systems and components.
  • Committed a number of Linux service updates to address errors, which were made standard.
  • Assisted with the initial set-up and configuration of servers, both Linux and Windows OS.
  • Helped uses with settings configuration issues on Windows, Apple, and Linux workstations.
  • Provided support for Windows (IIS) and Linux (Apache) web servers.
  • Reload, refresh and resolve issues on Windows, Linux, and Apple machines.
  • Supported multiple platforms (Windows, Linux, MacOS, various Internet appliances).
  • Participated in team activities as a member of the Linux/ Unix System Administration.
  • Helped customers resolve issues with their websites on Linux based servers.
  • Provide hands-on support for a Linux Terminal Server Project environment.
  • Build and installed multiple Linux, and Windows machines.
  • Diagnose & troubleshoot Linux system issues.
  • Performed transcoding on digitally produced audio content utilizing Linux command line tools.
  • Utilized a linux environment for troubleshooting.

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35. T U-Verse

low Demand
Here's how T U-Verse is used in Technician Support Tier jobs:
  • Used training along with my exceptional service skills to resolve customer and technician complications with the AT&T U-Verse network.
  • Provided tier 2 Technical Support for the AT&T U-Verse system covering over 2.2 million members throughout the US.
  • Provided Tier 2 Support on all Windows Servers for networking enterprises for AT&T U-Verse.
  • Assisted customers for issues with AT&T U-verse services, conducting analysis and troubleshooting.
  • Provided technical and ordering support in a Windows environment for AT&T U-verse.
  • Provided 2nd Level technical support for AT&T U-verse customers and technician.
  • Provide Technical and upgrade of Sales support for AT&T U-Verse services.
  • Provided technical support for AT&T U-Verse at an escalated level.
  • Provided 1st level technical support for AT&T U-verse customers.
  • Handled inbound technical issues for AT&T U-Verse product.
  • Provided advanced product support to AT&T U-verse customers.
  • Answer phones and guide ATT U-Verse customers through troubleshooting service issues
  • Work for AT&T U-verse Campaign Tier 2 technical support in Mesa, AZ.
  • Contract worker for AT&T U-Verse.
  • Used specialized training to deliver problem solving and networking between all the major facets of At&t U-verse.
  • Provided over the phone technical and customer support for subscribers of the AT&T U-Verse Television/internet/phone service.
  • Performed advanced troubleshooting as a Tier 2 technical support agent for AT&T U-Verse.
  • Worked as a Tier 2 agent at a AT&T U-verse call center.

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36. Computer System

low Demand
Here's how Computer System is used in Technician Support Tier jobs:
  • Oversee the daily performance of computer systems by communicating to users regarding overall operation of hardware, software and other peripheral equipment
  • Perform activities associated with design, implementation and integration of computer systems in mission critical response operations environment.
  • Utilized Active Directory to control computer system access privileges for users.
  • Set up classrooms with full computer systems and dissemble classrooms computer system and test systems to ensure they are working correctly.
  • Performed creation, editing, and maintenance of client accounts using confidential, company-provided computer systems and software tools.
  • Analyze and define security requirements for computer systems, which may include Laptops, workstations, and personal computers.
  • Assist in the successful refresh and replacement of 560 computer systems to company standards while overseeing members of I.T.
  • Record, track and monitor any leaks of information from classified to unclassified computer systems, until resolution.
  • Install OS; test configuration; run diagnostics; install updates and run scripts; image computer systems.
  • Identified, corrected or advised customer on operational issues in client computer systems or video game console.
  • Supported ECOT (Electronic Classroom Of Tomorrow) students and parent's computer systems via phone.
  • Worked with customers over the phone to correct failures in their computer systems.
  • Maintain, analyze, troubleshoot and repairs computer systems, hardware and peripherals.
  • Oversee the daily performance of computer systems, Photo Equipment and Software.
  • Diagnose, repair, and evaluate clients' computer systems.
  • Film development and computer systems as well as chemical handling.
  • Diagnose and repair computer systems for various client needs.
  • Research inmate refund requests Log into customer computer systems to remotely repair computer issues
  • Place orders using telephone, fax, edi or by other computer systems when Lawson was down.
  • Helped with basic issues such as identifying correct equipment, power-cycling their computer system, ect.

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37. SQL

low Demand
Here's how SQL is used in Technician Support Tier jobs:
  • Have knowledge of SQL query skills and awareness of corporate data security policies related to privacy and personal identifying information.
  • Administered on premises/hosted SQL services for a combined 20,000 clients internationally.
  • Performed remote recovery/repair of MSSQL databases and Windows operating systems.
  • Perform SQL Server installation and configuration.
  • Use Red Gate tools in MS-SQL and Data Compare to assist in tracking down data issues and discrepancies across multiple databases.
  • Provided administration and troubleshooting for Linux security, Apache web server, MySql, SFTP, SSL, SSH, NFS
  • Extracted, manipulated, and created data using SQL queries scripts and SQL Procedures to maintain database integrity for customers.
  • Work with MySQL to resolve customer issues and create custom queries to investigate and resolve customer issues.
  • Help customers design custom reports to export data to and from the SQL database.
  • Used SQL, Linux, and database access to system components to investigate issues.
  • Worked directly with developers and DBA to accommodate reporting and SQL based functions.
  • Used SQL and XML commands to query, input or modify software database.
  • Demonstrated experience and knowledge with Linux Operating Systems, SQL Server and McAfee.
  • Used SQL4 for changes inside the database for driver routes and permissions levels.
  • Used SQL to insert, update or delete client data as requested.
  • Performed disaster recovery of Microsoft SQL 7.0 databases and Exchange Information Stores.
  • Used SQL to find and update data issues for proprietary software.
  • Utilized SQL queries and simple CSS/HTML coding for custom modification.
  • Use of SQL for data mining and defect tracing.
  • Utilized basic SQL and Oracle commands to analyze issues.

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38. Data Entry

low Demand
Here's how Data Entry is used in Technician Support Tier jobs:
  • Provide data entry support to management by entering appropriate data collected from customers.
  • Performed data entry into proprietary company specific software.
  • Utilized up to four databases, data entry, inbound phone etiquette and controlling call flow with customer.
  • Collected customer computer problems with detail and entered them into the data entry system with accuracy and sufficiency.
  • Work in process data entry with extreme accuracy.
  • Performed data entry on each customer s case.
  • Created dispatches, performed data entry and constant research
  • Secured data entry and debit and credit card transactions
  • Performed data entry and problem solving skills.
  • Make appointments for customers, data entry.
  • Type at least 32 WPM, MS office and in-depth knowledge, and Data Entry.
  • Resolve customer billing issue Data entry

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39. User Accounts

low Demand
Here's how User Accounts is used in Technician Support Tier jobs:
  • Managed user accounts through Active Directory Management Console.
  • Manage user accounts using Active Directory, including creating users, resetting passwords, and deactivating accounts using Windows Server 2008.
  • Utilize Microsoft Active Directory to manage user accounts, including: password resets, account provisioning, and security group management.
  • Remove and add assets to Active Directory, disable and enable users and assets, unlock user accounts and reset passwords.
  • Managed and distributed user accounts and permissions to network users and devices via on premise Active Directory and Office 365.
  • Performed Basic system administration, such as creating user accounts and applying certain permissions to those user accounts.
  • Administrated user accounts on multiple systems in an Active Directory environment running Windows 2000 and UNIX servers.
  • Administered thousands of user accounts in order to provide a well rounded customer service experience.
  • Assisted in maintaining group memberships and permissions for user accounts in an Active Directory environment.
  • Recognized for quickly and effectively migrating user accounts from an old to a new workstation.
  • Utilized Active Directory to move, delete, and edit user accounts throughout multiple domains.
  • Set up/delete user accounts; set security levels, folder permissions, set/reset passwords.
  • Reset passwords and update user accounts on unclassified and classified networks in Active Directory.
  • Establish and maintain Windows NT/98/95 domains, user accounts and MS Exchange Server 5.5.
  • Create new Joint Active Directory user accounts as approved by Access Management team.
  • Create and Manage Security Groups, permissions, access list and user accounts.
  • Use of administrative tool Active Directory to activate and unlock user accounts.
  • Created and managed over 300 computer user accounts for unclassified network users.
  • Used Active Directory to create new user accounts and manage OU's.
  • Manage user accounts, file and print shares in Windows NT domain.

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40. Problem Resolution

low Demand
Here's how Problem Resolution is used in Technician Support Tier jobs:
  • Provide detailed troubleshooting/problem resolution as well as root cause analysis for all new and escalated tickets.
  • Communicated problem resolution details to Sales and management for pro-active project documentation and customer retention initiatives.
  • Managed escalated calls including repairing trust, locating resources for problem resolution and designing best-option solutions.
  • Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification.
  • Take notes relating to software/hardware configuration, troubleshooting steps, problem resolution and/or escalation reasons.
  • Maintained accurate documentation of all hardware and software issues to facilitate customer support and problem resolution
  • Interact with internal and external vendors by scheduling and coordinating dispatches and problem resolution.
  • Provided problem resolution to external customers, communicating technical information in non-technical terms.
  • Communicate problem resolution and additional information pertaining to the issue to peers.
  • Researched and recommended alternative actions for problem resolution with minimal direction.
  • Provided thorough technical support and problem resolution for Blackberry telephones.
  • Provide remote technical and application problem resolution services.
  • Identified customer problems and provided problem resolution.
  • Utilize company guidelines for problem resolution.
  • Referred to trainers and escalation coaches, collaborates with tier 3 associates, to exercise common sense on problem resolutions.
  • Escalate call(s) to Tier 2 support group for problem resolution in matters beyond my support or authority.
  • Document all information related to request fulfillment and problem resolution within relevant ticket(s), through customer acceptance.
  • Consult with Tier II or supervisor as needed for problem resolutions by first suggesting resolutions to the problem
  • Calmed upset customers, repair trust, locate resources for problem resolution and design best-option solutions.
  • Handled problem resolution that may require follow-up and/or escalation to a higher level of expertise.

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41. Suite

low Demand
Here's how Suite is used in Technician Support Tier jobs:
  • Experienced utilizing suite of IT remote software tools in order to effectively and efficiently troubleshoot and resolve IT technical issues.
  • Work directly and remotely with end-users of Defense Connect On-line(DCO) suite of communication and presentation applications.
  • Assist customers with the installation, configuration and troubleshooting of the TWC Business Class provided PC Security Suite.
  • Provide IT support for Windows 7, Unix/Linux servers, MS Office Suite, and resolve networking errors.
  • Created statistical reports showing individual and team progress and completion of remedy tickets with Microsoft Office Suite.
  • Worked closely with customers to quickly resolve issues including OS, Database Apps, and any Suites.
  • Skilled in using Microsoft Office and Office 365 Suites, including Excel, Access, and Outlook.
  • Enabled access and delivery of MacAfee security suite, provide step by step instructions for installation.
  • Instructed and educated students and parents in using school-issued technology such as laptops and software suites.
  • Worked on transition from Business Productivity Online Standard Suite (BPOS-S) to Office 365.
  • Supported Office Pro 2003, Office Enterprise 2007 suites and other Microsoft software packages.
  • Install, repair and configure FDA software including Microsoft Office Suite and Outlook.
  • Document and manage customer interactions in our NetSuite CRM System.
  • Work and Monitor tickets in the Sale Force and NetSuite Platform
  • Migrated users from Microsoft Office Suite 2007 to 2010.
  • Trouble shoots MS Windows and Microsoft Office suite.
  • Supported MS Windows and Office suite.
  • Dedicated, hardworking individual skilled at managing multiple tasks Proficient in Microsoft Office Suite 2007, 2010, 2013.
  • Provided technical support for the Microsoft Office Suite 2007/2010 Designed training manuals and quick reference guides.
  • Set up appointments using the Tandberg Management Suite for conferences between VIPs at John Deere.

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42. PCS

low Demand
Here's how PCS is used in Technician Support Tier jobs:
  • Trained 600 Agents in Monterrey Mexico to be part of the Hispanic Wireless Web Technical Support Group for SprintPcs.
  • Diagnosed and repaired network issues to ensure smooth network operation for PCs, printers, and other devices.
  • Performed troubleshooting, diagnosis, and repair of all major laptops, PCs, and major.
  • Implemented tablet hardware to save time on user PCs and was accessible in high traffic areas.
  • Conducted in-depth troubleshooting of modems, routers, gateways, PCs, and Apple Computers.
  • Imaged PCs & installed software for the local office and the western region field offices.
  • Support, set up and troubleshoot both Macs and PCs, locally and remotely.
  • Maintained an inventory of all end-user assets including PCs, laptops, and software.
  • Supported Windows XP and some Windows 7 PCs in a 300 end user environment.
  • Implemented a time frame and collaborated with departments to upgrade PCs in the area.
  • Maintain PCs/Laptops/Printers for users at CR Mill, CR/Waterloo Packaging plants.
  • Provided technical support for PCs, printers, and networking equipment.
  • Prepare PCs for disposal to outside vendor on Windows 7 systems.
  • Completed configuration of small office routers and client PCs.
  • Configure laptops and desktop PCs for first time use.
  • Install and upgrade hardware and software for PCs/Laptops.
  • Provided remote desktop support to client side PCs.
  • Sprint PCS) *Responsibilities Include Wireless Web Support for over 3,000 customers for Sprint PCS Worldwide both in English & Spanish.
  • Performed Malware removal and optimization for user's PCs using LogMeIn Rescue, and TeamViewer.
  • Reason for leaving: Spouse's Military PCS Orders to Fort Sam Houston, TX)

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43. CRM

low Demand
Here's how CRM is used in Technician Support Tier jobs:
  • Provided front line technical assistance with proprietary automotive dealership CRM software.
  • Provide excellent verbal and written communications while summarizing, notating, and researching within the CRM system through the ticketing process.
  • Log all trouble tickets via Microsoft CRM and escalate if can't be resolved in timely manner.
  • Work with a variety of CRM's to identify the synchronization needs of the client.
  • Consulted Users on basic use of all in one CRM, Marketing and E-Commerce system.
  • Support customers who need help with their businesses CRM, E-Commerce, and Marketing.
  • Utilize Microsoft CRM ticketing system to effectively document issues and escalate as needed.
  • Case logging and creation (ticket management) with PeopleSoft GCRM management system.
  • Ticket and log all calls in CRM system (Customer Assistance Portal).
  • Send successful resolutions to management and work to develop CRM knowledge base.
  • Documented all issues per each phone call as necessary via CRM.
  • Provided accurate case notes using Call Tracker and CRM.
  • Log support issues and subsequent resolution in CRM tool
  • Created and resolved cases using Microsoft CRM software.
  • Updated customer information in the client's CRM.
  • Maintained customer relations with Oracle RightNow CRM Database.
  • Used Remedy's CRM application to manage cases.
  • Escalated tickets through internal CRM systems used.
  • Managed large phone and CRM ticket Volume.
  • Case creation/escalation via clarify CRM software.

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44. High Volume

low Demand
Here's how High Volume is used in Technician Support Tier jobs:
  • Support of resolving and documenting high volume, quick-fix issues for hardware and software, VPN remotely and via phone.
  • Handled escalated customer complaints while utilizing applications such as Remedy and Outlook in a very high volume call center.
  • Processed high volume of orders of varying complexity while adhering to GAAP and internal Microsoft compliance standards.
  • Managed and resolved a high volume of time-critical client hardware, software and peripheral issues.
  • Handled incoming calls regarding tech support issues in a high volume call center
  • Handled high volume of inbound calls and e-mails on daily basis.
  • Provide world-class customer service environment in a high volume call center.
  • Handled high volume calls by scheduling meetings for customers.
  • Handled high volume level 2 technical support calls.
  • Assist customers of high volume computer based business.
  • Managed high volume inbound calls.
  • Repaired hardware from low volume to high volume production model MFP's 3.
  • Provided 1st level IT phone support and training to various large corporate accounts in a high volume helpdesk center.

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45. NOC

low Demand
Here's how NOC is used in Technician Support Tier jobs:
  • Worked in NOC and performed circuit troubleshooting, while keeping accurate documentation of configurations.
  • Communicated directly with the Global NOC concerning our issues and acted as liaison between technical support, management and the GNOC.
  • Worked with the company's NOC and outside techs to resolve network or equipment problems based on analysis and experience.
  • Monitor and escalate WiMAX network site outage and degradation issues to the Network Operations Center (NOC).
  • Co-managed a group of 7 Tier1 NOC agents to provide system monitoring/maintenance on a 7x24 basis.
  • Performed test and turn up with NOC to verify functionality of all new equipment.
  • Worked with NOC Engineers to troubleshoot and resolve BES Server and Microsoft Exchange Servers.
  • Performed Pit Boss (NOC monitor) duties on a 3x per week rotation.
  • Worked with the NOC to alert for internal and external outages and system updates.
  • Used NocItSaz and IHD ticketing system to update, view, and escalate tickets.
  • Work closely with NOC and DSG group to resolve line and network issues.
  • Coordinate resolutions with the NOC and GNOC and report updates to the customer.
  • Escalated issues accordingly to the NOC (Network Operations Center).
  • Resolve tickets from tier1 and escalate tickets to NOC if necessary.
  • Worked in European NOC supporting multiple customers in different countries.
  • Contacted and worked with departments across the Level 3 NOC.
  • Worked in conjunction with our NOC department to verify repairs.
  • Served as a technical resource to all Transmission NOC staff.
  • Assist NOC in closing and reinstating long distance accounts.
  • Experience working in a call center/tech support/NOC environment.

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46. Customer Interactions

low Demand
Here's how Customer Interactions is used in Technician Support Tier jobs:
  • Update and input customer's information into a database and accurately logging all customer interactions into the Apple contact management system.
  • Responded to customer inquiries, troubleshot customer issues, and followed up on customer interactions.
  • Keep records of customer interactions and transactions, recording details of inquiries and comments.
  • Implemented service-specific script flows which enabled agents to quickly navigate through customer interactions, reducing call times and improving productivity.
  • Maintained records of customer interactions and warranty information as well as updating training material and warranty replacement parts databases.
  • Documented all information acquired during customer interactions, allowing us to properly follow up on ongoing support.

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47. Billing Questions

low Demand
Here's how Billing Questions is used in Technician Support Tier jobs:
  • Licensed Pharmacy Technician assisting Pharmacists with a wide variety of pharmacy software and billing questions.
  • Updated account information and answered basic billing questions.
  • Helped subscribers with billing questions, personal email set up, and channel subscriptions.
  • Answer service or billing questions and resolve issues regarding local telephone service
  • Assist with billing questions, refunds and damaged products upon delivery.
  • Perform upgrades to service and answer billing questions.
  • Answered billing questions, and handled customer complaints.
  • Assisted Sprint customers with any billing questions.
  • Answered billing questions and gave balances.
  • Collected payments and answered billing questions.
  • Provided tech support for Apple products Helped with billing questions Trained new associates Sold additional warranties for cell phones and tablets

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48. Comcast

low Demand
Here's how Comcast is used in Technician Support Tier jobs:
  • Provide excellent customer service while solving comcast customers technical issues.
  • Provided technical support for Comcast Business Class customers.
  • Participated in the future leaders of Comcast training class and the incentive team to help build moral in the call center.
  • Created tickets for issues related to network troubleshooting and requests for service truck dispatch for all installation/removal of Comcast equipment.
  • Receive incoming calls from Comcast Cable customers to trouble shoot and resolve issues with cable, internet and home telephone.
  • Project Highlights Involved troubleshooting Comcast High Speed Internet connections, setup and installation of cable modems over the phone.
  • Helped troubleshoot of all three services Comcast offers, Cable TV, Phone, and Internet.
  • Checked client configurations and Domain Name Servers (DNS) problems through the Comcast database.
  • Provide training to customers in the use of system and applications provided by Comcast.
  • Provide network backbone support, and operations support of Comcast's business enterprise network.
  • Contracted Level I Technical Support for Comcast Business Class supporting Business Voice Edge.
  • Assist all if Comcast customers with cable, internet service and equipment.
  • Resolved customer issues and complaints on all facets of the Comcast product.
  • Provided technical support for high speed Internet to seven million Comcast subscribers.
  • Trouble shot cable, web and phone issues for Comcast customers.
  • Handled incoming calls for Comcast cable TV and Internet tech support.
  • Provided support in installing Comcast internet and cable service.
  • Worked with design engineers to improve the operating platform for Comcast's video delivery platform X1
  • Provide customer and technical support to Comcast Xfinity Home Service customers.
  • Full time 40 hours per week Handle inbound and outbound calls while implementing Comcast I.T.

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49. Outbound Calls

low Demand
Here's how Outbound Calls is used in Technician Support Tier jobs:
  • Answered incoming phone calls, created outbound calls, documented customer's information into database and transferred calls to appropriate technician.
  • Provided support for end user and business clients on inbound/outbound calls related to hardware, software, and network issues.
  • Worked a database of saved issues for outbound calls, chronic problems, repeat callers, etc.
  • Tracked both inbound and outbound calls that have been escalated to the tier 3 queues.
  • Take inbound calls and makes outbound calls to customer in need of support.
  • Position will require inbound and outbound calls (if the call drops).
  • Received over 50+ inbound call and 15+ outbound calls per day.
  • Answer and make outbound calls in a professional and courteous manner.
  • Process inbound and outbound calls within Service Level Agreement.
  • Answered incoming and outbound calls from law enforcement officials.
  • Provided great customer service Tech support via inbound/outbound calls Virus removal Anti-Virus install Windows/Mac updates, OS upgrades.
  • Answered inbound/outbound calls Solve all customer issues via company guidelines Data Entry Scheduled all field technicians Handled Billing Collected current/past due payments

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50. Level Support

low Demand
Here's how Level Support is used in Technician Support Tier jobs:
  • Provided primary and second level support to end users by handling service requests that have been escalated by lower tiers.
  • Track and reported network, software, and hardware issues to upper level support for investigation and resolution.
  • Research level support position providing telephone and web based technical support for WatchGuard's line of products.
  • Assisted users in billing/customer related issues and escalating any needed issues to 2nd level support as needed.
  • Provide higher level support for tier 1 technicians and resolve customer issues when management involvement is necessary.
  • Trouble shoot IT-related issues for sales and sales support, route tickets to 2nd level support as needed
  • Partnered with next level support teams as required to resolve customer issues or to deliver service packs.
  • Handle Second level support for technical issues, and escalations of customers who have technical issues.
  • Log trouble tickets via Help star application and escalate to next level support if required.
  • Performed advanced level support and maintenance of Windows 8 workstations and laptops internal and external.
  • Interpreted log file contents and involve third level support when necessary in the troubleshooting process.
  • Provided first level and second level support in network, application and user administration.
  • Provided first level support for U-verse customers in a fast paced call center environment.
  • Track all tickets in Remedy ticketing application and administer first and second level support.
  • Provide third level support for Business Class Phone and Static IP address issues.
  • Provided enterprise level support for over 100,000 Reserve Marines and 160 Training Centers.
  • Provide senior-level support and guidance for Level 1 Customer Care staff.
  • Provide first level support to the specific client assigned to him/her.
  • Provided second-level support for a cable ISP in a high-call-volume workplace.
  • Handle first and second level support requests for FCG clients.

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20 Most Common Skill for a Technician Support Tier

Customer Service14.1%
Hardware Issues10.4%
Technical Support10%
Internet7.9%
Trouble Shooting7.9%
Remote Access6.2%
Phone Calls6.1%
Email5.8%

Typical Skill-Sets Required For A Technician Support Tier

RankSkillPercentage of ResumesPercentage
1
1
Customer Service
Customer Service
11.3%
11.3%
2
2
Hardware Issues
Hardware Issues
8.3%
8.3%
3
3
Technical Support
Technical Support
8%
8%
4
4
Internet
Internet
6.3%
6.3%
5
5
Trouble Shooting
Trouble Shooting
6.3%
6.3%
6
6
Remote Access
Remote Access
5%
5%
7
7
Phone Calls
Phone Calls
4.9%
4.9%
8
8
Email
Email
4.7%
4.7%
9
9
Software Applications
Software Applications
3.2%
3.2%
10
10
Desktop
Desktop
3.1%
3.1%
11
11
Network Printers
Network Printers
2.9%
2.9%
12
12
Active Directory
Active Directory
2.4%
2.4%
13
13
OS
OS
2.3%
2.3%
14
14
Setup
Setup
2.2%
2.2%
15
15
Voip
Voip
1.8%
1.8%
16
16
IOS
IOS
1.8%
1.8%
17
17
Windows XP
Windows XP
1.6%
1.6%
18
18
VPN
VPN
1.4%
1.4%
19
19
T-Mobile
T-Mobile
1.4%
1.4%
20
20
Tcp/Ip
Tcp/Ip
1.4%
1.4%
21
21
Tier II
Tier II
1.2%
1.2%
22
22
DSL
DSL
1.1%
1.1%
23
23
Trouble Tickets
Trouble Tickets
1%
1%
24
24
DNS
DNS
0.9%
0.9%
25
25
Verizon
Verizon
0.9%
0.9%
26
26
Knowledge Base
Knowledge Base
0.8%
0.8%
27
27
Android
Android
0.8%
0.8%
28
28
LAN
LAN
0.8%
0.8%
29
29
Technical Problems
Technical Problems
0.8%
0.8%
30
30
Technical Assistance
Technical Assistance
0.7%
0.7%
31
31
Password Resets
Password Resets
0.7%
0.7%
32
32
Citrix
Citrix
0.7%
0.7%
33
33
Customer Calls
Customer Calls
0.7%
0.7%
34
34
Linux
Linux
0.7%
0.7%
35
35
T U-Verse
T U-Verse
0.6%
0.6%
36
36
Computer System
Computer System
0.6%
0.6%
37
37
SQL
SQL
0.6%
0.6%
38
38
Data Entry
Data Entry
0.6%
0.6%
39
39
User Accounts
User Accounts
0.5%
0.5%
40
40
Problem Resolution
Problem Resolution
0.5%
0.5%
41
41
Suite
Suite
0.5%
0.5%
42
42
PCS
PCS
0.5%
0.5%
43
43
CRM
CRM
0.4%
0.4%
44
44
High Volume
High Volume
0.4%
0.4%
45
45
NOC
NOC
0.4%
0.4%
46
46
Customer Interactions
Customer Interactions
0.4%
0.4%
47
47
Billing Questions
Billing Questions
0.4%
0.4%
48
48
Comcast
Comcast
0.4%
0.4%
49
49
Outbound Calls
Outbound Calls
0.4%
0.4%
50
50
Level Support
Level Support
0.4%
0.4%

27,275 Technician Support Tier Jobs

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