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.
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.