Technical support technicians are the technology gurus who drive the integrated technology troubleshooting for a business. Usually working as part of a team, a technical support technician may troubleshoot and repair systems for the company he or she works for, or may be a specialist who troubleshoots systems for customers either through a phone call or by making a visit to the customer's location. Technical support technicians may work with standard technologies such as personal computers and laptops, or may work with customized technology specific to the firm they works for.
Senior level technicians also perform further tasks that facilitate the goals of the business. They may assist management in the selection of technologies and standards to be employed by the company. Furthermore, senior technicians may be consulted with to determine the feasibility of special projects and act as liaisons for the teams they represent.
Technical support technicians usually work in office settings and many work call-focused desk jobs. Extensive travel may be required for technicians who must make trips to customer sites. In order to fulfill the duties of the position, technical support technicians must have extensive knowledge of personal computers, laptops, Windows operating systems, Mac operating systems, standard networking technology, and any other customized technologies that the company may have developed. Due to the highly specialized nature of the job, a bachelor's degree in computer science or information technology is usually the minimum higher educational requirement. Several years of work experience as a junior technician is also usually required to advance to a senior level.
Technical Support Technician Tasks
Provide technical support and customer service to software users.
Open tickets, troubleshoot problems, and diagnose issues in order to resolve them and close tickets.
Document technical requirements, usage procedures, and common problem fixes.
Set up, design, configure, and maintain software and associated equipment.