Learn about the important requirements, obligations, responsibilities, and skills that should be in a technical support job description.
A technical support professional is responsible for managing and maintaining IT systems. Responsibilities will include speaking with customers to help them resolve IT issues. Diagnosing, performing IT repairs, ordering parts, and following up with customers, as needed. Repairing network issues, documentation, and reporting.
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Technical Support Job Description Template
We are searching for an experienced, skilled technical support professional to join our team. This is an ideal position for an individual who has an in-depth understanding of and experience in technical support.
You should be comfortable working with people and be a self-starter. The candidate will be responsible for troubleshooting, identifying, and resolving IT issues. You should have excellent written and verbal communication skills. You’ll be required to work closely with customers to resolve IT issues, and you’ll be responsible for documenting your findings and resolutions.
Technical Support Responsibilities
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Troubleshoot, identify, and repair IT issues
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Speaking one-on-one with customers to resolve IT problems
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Providing detailed instructions to customers that will have to assist in the repair of the IT issue
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Ordering replacement parts
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Following up with customers to ensure the problem is resolved
Technical Support Requirements
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Bachelor’s degree in computer science or a related field, preferred
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Certification in Linux, Microsoft, and/or Cisco, preferred
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Prior experience in technical support or desktop support
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Proficiency in using Windows/Mac OS/Linux
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Excellent communication skills
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Strong problem-solving skills and great attention to detail
Technical Support Duties And Responsibilities
Troubleshoot, diagnose, and repair IT issues
Troubleshooting, diagnosing, and repairing IT issues. Working with customers one-on-one to identify IT issues. Providing guidance and step-by-step instructions to resolve the problem.
Performing system checks
You will also likely be responsible for performing routine checks on systems to ensure they are in good working order.
Customer service
Providing excellent customer service and using communication skills to understand the issues customers are expressing. Answer complex questions about software and hardware. Transfer customers to specialists that can help with issues outside your scope of expertise. Use a ticket system for customer follow-up.
Ordering parts and equipment
As a technical support person, you will also be in charge of placing orders for replacement parts and equipment, as needed.
Documentation and reporting
Documenting IT issues to track the number of customers helped, the kinds of IT problems reported, and the course of action taken to resolve.
Related: The Best Tech Careers
Technical Support Salary And Job Outlook
Median National Salary: $53,799/year
Education Required: Bachelor’s degree
Number of Jobs: 671,000
Job Growth 2020 – 2030: 6%
The Bottom Line
This article can serve as a guide in the creation of your technical support job description so you can write a job posting to find a technical support professional to fill your role.
Post your Technical Support job description on ZipRecruiter today! You can also post your opening on any of these top free job posting sites.
