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Top Tier Lead Technical Support Skills

Below we've compiled a list of the most important skills for a Tier Lead Technical Support. We ranked the top skills based on the percentage of Tier Lead Technical Support resumes they appeared on. For example, 14.6% of Tier Lead Technical Support resumes contained Technical Support as a skill. Let's find out what skills a Tier Lead Technical Support actually needs in order to be successful in the workplace.

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

1. Technical Support

high Demand
Here's how Technical Support is used in Tier Lead Technical Support jobs:
  • Provided advanced technical support for Managed Hosting customers.
  • Established as the Tier 2 SME for Mercedez-Benz technical support for Web Portal and Mobile Application.
  • Attended management meetings, web development meetings, feature discussions and documentation reviews to assure customer satisfaction and technical support efficiency.
  • Managed, executed cross-functional development projects aiding in technical support and responsible for employing key learning assignment meetings and assessments.
  • Trained new technical support representatives on laptop/printer troubleshooting, proprietary restores/recovery, fax software, and taking live technical support calls.
  • Provided external technical support for end-users, distributors, dealers and evaluation customers of Number Nine's graphics accelerators.

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2. Hardware

high Demand
Here's how Hardware is used in Tier Lead Technical Support jobs:
  • Implemented Software RAID and hardware RAID.
  • Transitioned from HP to Dell hardware platforms, coordinated with Dell representatives for selecting optimal hardware configuration standards for varying environments.
  • Performed software installations for specialized programs and system upgrades for multiple types of hardware and operating systems both locally and remotely.
  • Earned recognition for exceptional ability to rapidly troubleshoot credit card processing stand-alone hardware/ PC software, efficiently resolving escalated repair orders.
  • Reviewed and evaluated the purchasing of all computer hardware, software and operating systems and devised overall future technology strategic plan.
  • Analyzed and evaluated technical communications and requirements to complete projects including complex computer networks, software installation and hardware testing.

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3. Customer Service

high Demand
Here's how Customer Service is used in Tier Lead Technical Support jobs:
  • Provided exceptional customer service while delivering second-level technical support for internet and cable television services.
  • Provided outstanding customer service both internally and externally.
  • Recruited, developed, and led team to provide exceptional customer service and technical support in a constantly changing environment.
  • Provided premier customer service solutions and a Customer First experience to every customer.
  • Provided professional customer service, fixing problems, preparing and distributing documentation and user manuals, pushing out upgrades to applications.
  • Participated in several ramp-ups and initial development teams; Balanced customer service and public relations interplay with good call center metrics.

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4. Windows

high Demand
Here's how Windows is used in Tier Lead Technical Support jobs:
  • Delivered comprehensive technical support for developers of the company's client-server push communications infrastructure software on Windows and UNIX platforms.
  • Served as a critical support and escalated engineer/analyst for consumer and business customer solutions on Windows NT/Exchange 5.5 platforms.
  • Provided faculty and staff directions using various applications and operating systems such as Windows 7 Professional.
  • Formulated & Authored multiple reports using proprietary Windows Management software, JRB utilities.
  • Installed Windows operating systems and software on University faculty and staff computers.
  • Performed automated software distributions and upgrades using Terminal Services and Windows Installer.

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5. Internet

high Demand
Here's how Internet is used in Tier Lead Technical Support jobs:
  • Promoted to a newly devised Internet help desk and effectively resolved all customer inquiries and technical difficulties.
  • Established interpretations and evaluations on Internet and Intranet configurations and management system Processed escalated calls include.
  • Resolved technical difficulties, including firewall configuration, software upgrades, and Internet connectivity problems.
  • Developed and presented seminars on Internet use and capabilities for potential customers and special interest groups.
  • Analyzed software and system configurations to identify customer-reported internet malfunctions and recommend corrective actions.
  • Supported residential and business subscribers on issues with internet connectivity and phone services.

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6. Active Directory

high Demand
Here's how Active Directory is used in Tier Lead Technical Support jobs:
  • Managed the business unit's migration to enterprise Exchange messaging, enterprise Active Directory authentication, and other consolidated enterprise services.
  • Created and administered Active Directory user and computer accounts, ensuring correct permission levels and group memberships.
  • Developed and managed company distribution list in Active Directory and maintained accounts using Active Directory/Exchange Management Console.
  • Completed migration of users within a newly dedicated OU within Active Directory from randomly dispersed non-centralized location.
  • Incorporated new Microsoft Active Directory and ensured compliance with DSS through implementation of new security policies.
  • Created on boarding and exit maintenance procedure for user account management in Active Directory environment.

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7. VPN

high Demand
Here's how VPN is used in Tier Lead Technical Support jobs:
  • Manipulated Active Directory objects to configure permissions through security and VPN groups.
  • Supported Point of Sale software and hardware for customers with up to 300 units running over LAN, VPN, WAN.
  • Supported multiple connectivity solutions including Wi-Fi, VPN, Cellular, Mobile Broadband Cards, and PDA's in diverse environments.
  • Configured laptops to dial in using VPN so that users can access their network drives as well as their e-mail.
  • Configured home offices with a wireless and cat5 network to tunnel (VPN) in to the Compaq Domain.
  • Designed and deployed a secure VPN, allowing more efficient and meaningful sharing of resources with satellite offices.

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8. Trouble Shooting

average Demand
Here's how Trouble Shooting is used in Tier Lead Technical Support jobs:
  • Advanced trouble shooting for device setup.
  • Facilitated trouble shooting training and strategic recommendations for improvements.
  • Performed diagnostics and trouble shooting for customer technical related problems.
  • Performed problem solving with preliminary trouble shooting.
  • Performed Quality Assurance of refurbished phones, Trouble shooting issues with customers via phone and upgrading software per manufactures spec's.
  • Assisted representatives while on calls with trouble shooting customers cell phones or programs to establish if new equipment is needed.

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9. DNS

average Demand
Here's how DNS is used in Tier Lead Technical Support jobs:
  • Identified and resolved problems that customers had using software applications, permissions, scripts, DNS, e-commerce, and databases.
  • Provided Level II support for escalated issues relating to Shared Web Hosting, E-mail, DNS, and Abuse issues.
  • Provided network troubleshooting as well as Domain, DNS, and Active directory troubleshooting.
  • Supported Active Directory services such as LDAP Directories, DHCP and DNS.
  • Performed advanced troubleshooting for DNS/MX record issues, connectivity to proxy servers, and IOS of CPE/Cisco routers.
  • Addressed issues related to Cisco Switches, Wireless Routers, Blue Coat Firewalls, Proxy and DNS servers.

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10. SLA

average Demand
Here's how SLA is used in Tier Lead Technical Support jobs:
  • Supported Supervisors & Managers with Translations (Spanish/English).
  • Handled phone calls and ticket submissions within SLA policy.
  • Interpreted functional specifications and wrote technical specifications documents to translate business requirements into Object Oriented Programs in C#.
  • Translated portions of customer requirements into plans to culminate in customer acceptance of results while meeting business objectives.
  • Translated feedback into enhancement requests to be considered for implementation in future releases of software.
  • Translated technical jargon into easy to understand verbiage for non-technology inclined subscribers.

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Jobs With Trending Skills

11. Email

average Demand
Here's how Email is used in Tier Lead Technical Support jobs:
  • Assisted navigating around application menus and troubleshooting email issues.
  • Analyzed emails, chats, social media interactions and phone calls for quality and SLA.
  • Provided telephone and/or email based support to customers resolving basic and intermediate issues relating to mobile devices and PC configuration.
  • Assisted customers with setup of enterprise blackberry email and web applications and settings for interfacing applications such as Microsoft Outlook.
  • Delivered comprehensive telephone and email support (head-end video enterprise application support) while maintaining full accountability.
  • Coached Junior Support Specialists to provide superior technical support to customers via phone and email within predefined procedures.

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12. Network Security

average Demand
Here's how Network Security is used in Tier Lead Technical Support jobs:
  • Conducted security training for HIPAA standards and maintained firewall for network security.
  • Resolved issues concerning network security, RAS, VPN, network connectivity, printing capabilities.

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13. Setup

average Demand
Here's how Setup is used in Tier Lead Technical Support jobs:
  • Assisted Field Technicians with F1/F2 cross-connects, Internet setup as well as setting up the customer s IPTV.
  • Improved deployment package, setup schedule image and patching for desktop using SCCM.
  • Reimaged servers and setup naming schema and configured PXE booting.
  • Executed duties of Network Administrator including: management of network security, server maintenance and monitoring and network setup.
  • Served as primary individuals responsible for maintaining and providing setup of high-end audio-visual conferencing equipment and portable projectors.
  • Installed Wireless routers, setup security, and supported network connectivity at referring doctor locations.

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14. Mac

average Demand
Here's how Mac is used in Tier Lead Technical Support jobs:
  • Ensured classified and non-classified material remained separated and all machines were clearly labeled according to DCID 6/3 standards.
  • Implemented automated deployment of company-approved applications for both Windows and Macintosh workstations/laptops utilizing Active Directory/Group Policy Objects and FileWave.
  • Configured and managed application installations and SQL Server database instances on internal virtual machines used for application testing.
  • Administered Vista32 and Vista64 test machines for Installation, Pre-Functionality and Functionality testing of scripted and non-scripted applications.
  • Performed technical support/troubleshooting of cable modems and dial-up service on various Windows and Macintosh operating systems.
  • Supported proprietary company software and external software on both Windows and Mac operating systems.

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15. Overall Service

average Demand
Here's how Overall Service is used in Tier Lead Technical Support jobs:
  • Implemented a standardized call handling process that reduced customer wait time, improved overall service, and reduced 12 headcount.

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16. Laptops

low Demand
Here's how Laptops is used in Tier Lead Technical Support jobs:
  • Selected for elite Early Life Support Team to identify, troubleshoot, & report problems with new laptops to engineering.
  • Supported 1000+ workstations and laptops, as well as the 938 users that were all a part of the organization.
  • Captured $600K year over year by developing process to track 3,000 laptops requiring maintenance, recovery, and redeployment.
  • Traveled to Chicago and Boston to configure new sales offices, field laptops and provided training and technical support.
  • Completed all board-level component level repairs, as well as re-soldering DC power jacks for laptops.
  • Provided technical support for memory products like RAM for Servers and personal computers and laptops.

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17. Voip

low Demand
Here's how Voip is used in Tier Lead Technical Support jobs:
  • Managed configurations of SysMaster VoIP servers to establish call-routing between origination & termination points.
  • Administered and troubleshot VoIP telephone system for headquarters and satellite offices.
  • Provisioned and administered residential VoIP telephony services.
  • Completed advanced training on various products, including PACE and Motorola digital equipment, VOIP and HSDS products.
  • Coordinated setup of branch office VoIP infrastructure and relay status of completion to VoIP Lead and IT Director.
  • Assisted in the development of the VOSKY device for routing VOIP communications through business enterprise routers.

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18. Linux

low Demand
Here's how Linux is used in Tier Lead Technical Support jobs:
  • Supported Windows and UNIX/Linux servers and operating system to ensure accessibility, reliability, and successful mission accomplishment.
  • Configured and installed Linux based application installation point servers across the enterprise for use in imaging new equipment.
  • Reviewed performance logs and monitored system performance both on Linux and Windows operating systems.
  • Provided Internet connectivity support for customers using Windows, Macintosh and Linux
  • Developed familiarity with Unix and Linux network operating systems.
  • Maintained and provided end user support with hardware and software maintenance on Windows, Unix, and Linux based operating systems.

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19. III

low Demand
Here's how III is used in Tier Lead Technical Support jobs:
  • Guided a team of four Tier III Support Representatives through day-to-day issues.

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20. Connectivity Issues

low Demand
Here's how Connectivity Issues is used in Tier Lead Technical Support jobs:
  • Analyzed, troubleshoot, and supported data, video, and voice connectivity issues.
  • Completed voluntary six-week customer service training to learn ways to enhance customer satisfaction and improve productivity when resolving Internet connectivity issues.
  • Supported 100 users in the Emergency Management division on Windows platform hardware /software/printer related connectivity issues.
  • Supported networking and connectivity issues to maintain communication between the client software and caching server application.
  • Installed VPN routers in small office/home office environments and resolved configuration and connectivity issues
  • Identified and assessed delays or connectivity issues with digital subscriber lines.

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21. Blackberry

low Demand
Here's how Blackberry is used in Tier Lead Technical Support jobs:
  • Assumed responsibility for management & configuration on the Blackberry Enterprise Server as well as configuration and deployment of various blackberry devices.
  • Provided individual training to each officer upon deployment of a BlackBerry.
  • Performed BlackBerry backup, administration, and configuration.
  • Installed and supported several Blackberry Enterprise servers.
  • Installed and configured BlackBerry devices.
  • Performed blackberry new user configuration.

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22. Training Materials

low Demand
Here's how Training Materials is used in Tier Lead Technical Support jobs:
  • Revolutionized department by developing written training materials from tribal knowledge base.
  • Assisted supervisor with training materials for weekly meetings as well as scheduling the team.
  • Developed training materials and acted as the support-side project lead for new OEM partner software rollout.

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23. Customer Care

low Demand
Here's how Customer Care is used in Tier Lead Technical Support jobs:
  • Collaborated with Training and Customer Care to rebuild training curriculum for Technical Support.
  • Created troubleshooting materials for customer care representatives to reference.
  • Supported customers with billing issues and inquiries and provided support on Customer Care (611) support.
  • Developed ISO 9000 certification attainment strategy for my Customer Care staff and contributed to the compliance audit preparedness of my organization.
  • Reviewed and evaluated service cancellation requests filtered by the Customer Care groups.
  • Participated in the Quality revamp process for all of Customer Care.

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24. Software Issues

low Demand
Here's how Software Issues is used in Tier Lead Technical Support jobs:
  • Performed Troubleshooting maintenance on hardware and software issues and identified network/applications issues.
  • Communicated with overseas programmers to resolve software issues.
  • Documented website and software issues and developed solutions.
  • Phone-based troubleshooting of common software issues.
  • Assisted customers in resolving diverse hardware and software issues on PC and Macintosh platforms, ensuring quick resolution of user concerns.
  • Provided hands-on technical support; troubleshot, diagnosed, and resolved customer hardware / software issues.

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25. DSL

low Demand
Here's how DSL is used in Tier Lead Technical Support jobs:
  • Maintained optimal connectivity on T1 and DSL accounts for residential and commercial subscribers through e-mail and telephone correspondence.
  • Acquired knowledge of DSL technology and applied to job role to advance from Level 1 to Level 2 of technical support.
  • Provided technical support to business / consumer clients across all service offerings, including the region's first consumer ADSL service.
  • Configured Dynamic and Static IP addresses and utilized computerized tools to reach out to DSLAM to refresh network connectivity.
  • Configured, monitored, installed WAN equipment for DSL, frame relay, T1, and analog products.
  • Assisted DSL technicians during installation to ensure CPE (Customer Premises Equipment) was properly operating.

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26. Sharepoint

low Demand
Here's how Sharepoint is used in Tier Lead Technical Support jobs:
  • Created knowledge base articles for internal SharePoint database.
  • Created and published on SharePoint documentation of troubleshooting, resolution, installation and maintenance of hardware and software problems.
  • Spearheaded two main projects with SharePoint systems/hardware integration focusing on client driven content.
  • Created and documented user provisioning processes and maintained client SharePoint environment.
  • Created and maintained install procedures and troubleshooting documentation via CA Knowledge and SharePoint.
  • Managed support center internal website using SharePoint Designer.

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20 Most Common Skill For A Tier Lead Technical Support

Technical Support14.6%
Hardware11.7%
Customer Service10.2%
Windows6.1%
Internet5.3%
Active Directory5%
VPN4.7%
Trouble Shooting4.4%

Typical Skill-Sets Required For A Tier Lead Technical Support

RankSkillPercentage of ResumesPercentage
1
1
Technical Support
Technical Support
14.6%
14.6%
2
2
Hardware
Hardware
11.7%
11.7%
3
3
Customer Service
Customer Service
10.2%
10.2%
4
4
Windows
Windows
6.1%
6.1%
5
5
Internet
Internet
5.3%
5.3%
6
6
Active Directory
Active Directory
5%
5%
7
7
VPN
VPN
4.7%
4.7%
8
8
Trouble Shooting
Trouble Shooting
4.4%
4.4%
9
9
DNS
DNS
3.8%
3.8%
10
10
SLA
SLA
3.8%
3.8%
11
11
Email
Email
3.2%
3.2%
12
12
Network Security
Network Security
3.2%
3.2%
13
13
Setup
Setup
3.2%
3.2%
14
14
Mac
Mac
2.3%
2.3%
15
15
Overall Service
Overall Service
2%
2%
16
16
Laptops
Laptops
2%
2%
17
17
Voip
Voip
2%
2%
18
18
Linux
Linux
1.8%
1.8%
19
19
III
III
1.8%
1.8%
20
20
Connectivity Issues
Connectivity Issues
1.5%
1.5%
21
21
Blackberry
Blackberry
1.5%
1.5%
22
22
Training Materials
Training Materials
1.5%
1.5%
23
23
Customer Care
Customer Care
1.5%
1.5%
24
24
Software Issues
Software Issues
1.2%
1.2%
25
25
DSL
DSL
0.9%
0.9%
26
26
Sharepoint
Sharepoint
0.9%
0.9%

28,117 Tier Lead Technical Support Jobs

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