A senior technical support analyst is employed by a software, hardware, or general information technology (IT) company to help users troubleshoot problems they have in operating the company’s product. As a senior analyst, these individuals usually have some supervisory responsibilities, and they may be in charge of a technical support team and/or help desk.
Technical support involves communicating with existing users and customers having difficulties using the company’s software or hardware in the manner for which it was intended. The technical support person typically attempt to troubleshoot the problem and help the user to work around or fix the problem through a series of guided steps. The senior technical support analyst helps design and modify these steps for his or her support teams as required by customer reports and software upgrades.
Additionally, as senior analyst, this person is expected to compile frequent user issues and report on them to design and development teams to help facilitate updates and functions for future products. The analyst also assesses the productivity of the help desk and tech support teams and may handle escalated technical support situations; in these situations, they must work to find solutions to satisfy both the user and company.
A senior technical support analyst must have a strong IT-based educational background, which may include a bachelor’s degree or technical school diploma. Additionally, the analyst likely needs relevant software certifications and extensive product training and examinations as required by the employer.
Senior Technical Support Analyst Tasks
Identify problems with information technology system operations and provide potential workarounds.
Raise information, bug and feature requests to the development team.
Provide information systems technical support for complex customer issues.