The senior support services technician helps connect clients with technical issues and different teams within their organization. They must listen closely to clients to accurately understand their issues and work with the relevant team(s) to find and implement solutions. Senior support services technicians must be able to troubleshoot problems in a methodical manner while walking clients through this troubleshooting process. They must have an extensive knowledge of their company's products, as well as the company's preferred procedures and methods for troubleshooting. The technician might also need to coach, train, and mentor other members of the support services team as well.
The senior support services technicians' shifts vary depending on the needs of their employer and the hours in which customers can submit support requests. These technicians typically work in an office environment, although some technicians may travel to clients to provide on-site support.
The educational and professional requirements for senior support services technician positions vary by company. Previous experience in a support services role is generally required, and a bachelor's degree in a relevant area may be preferred. They must have strong communication skills to work with clients who may not have substantial technical knowledge, as well as time-management and multitasking skills. Strong management skills are required for this position, as the support team must work well together to provide the best services for their clients.
Senior Support Services Technician Tasks
Install, configure, patch, and troubleshoot software and hardware processes and problems escalated by other team members.
Guide users through implementing solutions, new technology, or new software in person or remotely.
Support desktop, network, and server-end user platforms, including proactive maintenance and installations.
Liaise with executives and key users to identify and meet technology needs.