What does a technician support tier do?
A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.
Technician support tier responsibilities
Here are examples of responsibilities from real technician support tier resumes:
- Walk customers through installations and achieve VoIP registration and/or DSL connectivity.
- Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
- Help customers out with technical support with android basic cell phones and making changes to customer's accounts.
- Experience in troubleshooting network connectivity, email, TCP/IP and voice over IP issues.
- Help customers design custom reports to export data to and from the SQL database.
- Support with ios, android, windows, and blackberry OS including tablets and mobile device.
- Resolve problems on the first call using a strong knowledge of PC / networking TCP/IP and the internet.
- Escalate incidents at proper times to ensure that SLAs are being meet and incident is receiving the proper attention.
- Configure workstations through Linux base servers.
- Provide contributions to migrate software onto Linux platforms.
- Provide information on general Medicare eligibility and information.
- Develop and exercise extensive VoIP system troubleshooting and management skills.
- Install and configure computer workstations and configure laptop computers for connections on LAN.
- Assist end users with troubleshooting connectivity base issues, including firewall and VPN troubleshooting
- Work closely with development to reproduce and resolve complex security and VPN relate issues for large/premium customers.
Technician support tier skills and personality traits
We calculated that 15% of Technician Support Tiers are proficient in Customer Service, Technical Support, and Phone Calls. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Technician Support Tiers that have these skills listed on their resume here:
- Customer Service, 15%
Provide excellent customer service and wireless product knowledge to Verizon customers by navigating through multiple computer applications with speed and accuracy.
- Technical Support, 12%
Developed troubleshooting through research and vocally executed procedures that aided in the technical support for home wireless networks and internet troubleshooting.
- Phone Calls, 5%
Answered incoming phone calls, created outbound calls, documented customer's information into database and transferred calls to appropriate technician.
- Cisco Ios, 5%
Experience with Cisco IOS, installing, configuring, maintenance of Cisco equipment.
- Tier II, 4%
Last position held Tier III Technical Support which provided technical support for wireless internet provided by T-Mobile s wireless 4G network.
- LAN, 4%
Work closely with customers to troubleshoot WAN, LAN, web hosting, DNS, email and other various technical issues.
Common skills that a technician support tier uses to do their job include "customer service," "technical support," and "phone calls." You can find details on the most important technician support tier responsibilities below.
Customer-service skills. The most essential soft skill for a technician support tier to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a technician support tier resume shows how their duties depend on customer-service skills: "started as a customer support technician doing telephone technical support of customer rented computer and test and measurement equipment. "
Listening skills. Another essential skill to perform technician support tier duties is listening skills. Technician support tiers responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Technician support tiers also use listening skills in their role according to a real resume snippet: "communicated with clients both through email and phone calls to keep them updated with progress while researching and resolving issues. "
Problem-solving skills. Another skill that relates to the job responsibilities of technician support tiers is problem-solving skills. This skill is critical to many everyday technician support tier duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "maintained accurate documentation of all hardware and software issues to facilitate customer support and problem resolution"
Speaking skills. For certain technician support tier responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a technician support tier rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what technician support tiers do: "addressed customer issues with tv, internet, and phone service* worked with a number of proprietary software applications. "
Writing skills. A commonly-found skill in technician support tier job descriptions, "writing skills" is essential to what technician support tiers do. Technician support tier responsibilities rely on this skill because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." You can also see how technician support tier duties rely on writing skills in this resume example: "inventory management remote support data collection staples office supply /reporting technical writing sales"
The three companies that hire the most technician support tiers are:
- SAIC14 technician support tiers jobs
- Zayo Group8 technician support tiers jobs
- NetImpact Strategies7 technician support tiers jobs
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Compare different technician support tiers
Technician support tier vs. Information technology/support technician
An information technology (IT) support technician is an individual who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.
There are some key differences in the responsibilities of each position. For example, technician support tier responsibilities require skills like "technical support," "cisco ios," "tier ii," and "lan." Meanwhile a typical information technology/support technician has skills in areas such as "troubleshoot," "desk support," "os," and "network printers." This difference in skills reveals the differences in what each career does.
Information technology/support technicians earn the highest salaries when working in the technology industry, with an average yearly salary of $53,210. On the other hand, technician support tiers are paid more in the technology industry with an average salary of $62,098.information technology/support technicians tend to reach similar levels of education than technician support tiers. In fact, information technology/support technicians are 2.0% more likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Technician support tier vs. Information technology technician
An information technology technician, also known as an IT technician, is responsible for ensuring that all computer systems in a company or organization are running smoothly and efficiently. Their duties primarily revolve around installing and maintaining systems, including software and hardware, and resolving any issues. They also provide technical support such as troubleshooting, navigation, and even system upgrades. Furthermore, an information technology technician can choose whether to work for a company or independently.
Each career also uses different skills, according to real technician support tier resumes. While technician support tier responsibilities can utilize skills like "lan wan," "phone calls," "tier ii," and "lan," information technology technicians use skills like "troubleshoot," "desk support," "network printers," and "switches."
Information technology technicians earn a lower average salary than technician support tiers. But information technology technicians earn the highest pay in the finance industry, with an average salary of $66,881. Additionally, technician support tiers earn the highest salaries in the technology with average pay of $62,098 annually.Average education levels between the two professions vary. Information technology technicians tend to reach similar levels of education than technician support tiers. In fact, they're 1.4% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for technician support tiers in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Technician support tier vs. Information systems technician
An information systems technician is responsible for maintaining the efficiency of various network systems' performance. Information systems technicians provide network troubleshooting, upgrading systems for optimization, maintaining the security of databases, managing the interaction of networks, and inspecting and troubleshooting system inconsistencies. Additional duties include creating network designs based on clients' specifications, configuring software and hardware applications, and creating reports on system issues and resolutions. An information systems technician must have excellent knowledge of information systems procedures, programming languages, detecting malfunctions, and making resolutions promptly.
The required skills of the two careers differ considerably. For example, technician support tiers are more likely to have skills like "lan wan," "cisco ios," "tier ii," and "lan." But a information systems technician is more likely to have skills like "troubleshoot," "desk support," "user support," and "os."
Information systems technicians earn the best pay in the government industry, where they command an average salary of $63,116. Technician support tiers earn the highest pay from the technology industry, with an average salary of $62,098.When it comes to education, information systems technicians tend to earn similar degree levels compared to technician support tiers. In fact, they're 2.6% more likely to earn a Master's Degree, and 0.3% more likely to graduate with a Doctoral Degree.Technician support tier vs. Technical support technician
Technical support technicians are skilled professionals who resolve computer or information technology-related concerns. They may do installations, repairs, or maintenance activities of various applications or computer hardware. They are sometimes assigned specific issues or concerns to resolve so that they will not be bombarded with various issues. This means that they can now specialize in a specific family of concerns. Technical support technicians may provide on-site support, going directly to the person who needs help and doing what needs to be done or troubleshoot the problem in person. They may also be offsite and would usually be manning helpdesk hotlines. Offsite technical support technicians walk the caller through the steps they should do to fix the issues. As such, when a technical support technician is offsite, they are expected to be good communicators and will be able to provide clear instructions.
Types of technician support tier
Updated January 8, 2025
