IT Technical Support Job Description
IT technical support
provides global Windows OS and Server Support : Application tuning and troubleshooting, OS security patch management, network security, account and network share management, new system implementations, and storage maintenance.
IT Technical Support Duties & Responsibilities
To write an effective IT technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included IT technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide frontline support for technical escalations
Manage software and hardware licensing, reporting, packaging and deployment
Provide technological leadership and guidance for business and development teams in line with current industry trends and business needs
Identify and implement technological process improvements leveraging infrastructure and tools, both for customers and the internal team
Develop and implement technical solutions that meet operational improvement needs
Seeks out and relays to management and to other ITS team member's future technology recommendations
Identifying potential network issues, including firewalls, proxies, constrained WAN bandwidth and latency, LDAP
You will get to show off your fine-tuned skills for resolving issues and helping the end-user
Manage a team of customer support representatives and perform the necessary scheduling tasks to ensure adequate coverage during business hours
Ensure customer inquiries (tickets) are resolved efficiently and according to standard procedures
IT Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Technical Support
List any licenses or certifications required by the position: ITIL, CCNA, HDI, MCSE, MCP, MOS, MCSA, TIA, MCITP, MCTS
Education for IT Technical Support
Typically a job would require a certain level of education.
Employers hiring for the IT technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Technical, Information Technology, Education, Associates, Engineering, Graduate, Technology, Computer, Communication
Skills for IT Technical Support
Desired skills for IT technical support include:
Protocols
Security and network management practices
Server and network communications equipment
Storage and backup technologies
Transmission media
Remote support technologies and strategies
Service management tools for tracking ticket
Virtualization technologies
Servers
Windows
Desired experience for IT technical support includes:
Bachelor's degree in related technical area or equivalent technical training/experience required
Minimum 2 years technical support, training, or consulting
Must be willing to travel up to 20-30% of the time including some international travel
Technical support experience with at least two of the following web server applications
Platform-agnostic senior level knowledge of Desktop systems administration in an enterprise environment
Strong understanding of microprocessor hardware and application across all device types
IT Technical Support Examples
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IT Technical Support Job Description
Job Description Example
Our growing company is hiring for an IT technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT technical support
- Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees
- Assist Customer Support Representatives as needed
- Assist CSRs with technical, billing, and Product functionality issues and handle customer complaints
- Resolve conflicts in a professional manner
- Assess training needs for CSRs and facilitate on-going training sessions for new hires and current support representatives
- Track and monitor the timely resolution of issues reported by clients using a call tracking software application shared by all support representatives
- Determine software and equipment needs for an outstanding customer support environment
- Motivate team to achieve service goals through regular coaching
- Track and measure performance against core KPI’s –
- Respond to incoming tickets using the helpdesk dashboard, email or phone
Qualifications for IT technical support
- Strong background in evaluating and optimizing workstations and applications
- Able to act as a senior level key escalation point for all technical concerns varying across multiple scopes of technology
- Strong knowledge and understanding of professional and consumer grade A/V hardware and related multimedia devices
- Senior level support knowledge of Business, Design and Development applications including
- Scripting proficiencies with Powershell, SQL, VBS, batch and C# are an asset
- Able to architect, engineer and document technology support stratagem for a large enterprise class user base
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IT Technical Support Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of IT technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT technical support
- Thoroughly document, track, monitor incidents and problems
- Ensure all administrative tasks
- Identifies and implements strategies and efficiencies to enhance customer experience and align with business operations
- Drives results across customer experience and productivity metrics
- Analyzes user's infrastructures and recommends or coordinates remedial changes as necessary
- Functions as consultant to administrators
- Participates in weekly meetings with Global Service Desk staff to get updates and discuss Help Desk related matters
- Consistent rating of 4.5 out of 5 on customer satisfaction surveys for assigned activities
- Meet or exceed operational services levels on a monthly basis for assignment
- Management of Desktop assigned Incidents, Requests and Changes
Qualifications for IT technical support
- Strong understanding of current and future industry hardware standards
- Strong understanding of current Desktop (and technology) hardware standards and future hardware releases
- Familiar with agile development applications and methodology
- Knowledge of enterprise desktop and user administrative tools including TMS (Tandberg Management Suite), Active Directory, SCCM 2012, and McAfee EPO
- Senior level understanding of server OS components including web, application, and database infrastructure
- Additional preference will be placed on candidates with Networking certificates (CCNA, Network+) or Systems certificates (MCSE / MSCA)
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IT Technical Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of IT technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT technical support
- Install, configure and administer desktop and laptop PC’s, printer hardware, mobility devices (iPhone, Android, Windows Mobile & Blackberry) and remote tools
- Troubleshoot local printer, local servers and local network issues
- Provide professional customer service and hands-on deskside support for end users
- Should be knowledgeable of LAN networking
- Router and switch knowledgeable
- Resolve and close tickets supporting user desktops and network issues
- Assist with imaging, prep, and deployment of laptops
- Virus scans and user scans
- Assist with User Events
- Provide general technical support for customers, particularly regarding technical information on products, prices, discounts and application information during the pre-sales (product selection and application information) and after-sales process (product installation, technical characteristics, troubleshooting and technical complaints)
Qualifications for IT technical support
- Strong understanding of ITIL processes (change, problem, incident)
- Serves as a resource to customers and other departments
- 5+ years call center management/technical support/help desk experience required
- 5+ years’ experience using customer-focused performance metrics and continuous improvement management, budget management, resource management, and staff performance evaluations required
- Experience with Microsoft SCCM, OSD, Task Sequences
- Ability to research, design, and implement technical solutions to completion
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IT Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of IT technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT technical support
- Identify technical information which is relevant for the customer and should be considered within the self-service strategy
- Take ownership and ensure customer satisfaction before closing the request
- Detect leads +opportunities for revenue generation from daily operational customer contacts and address this correctly inside the org
- Define, configure and quote product and equipment from customer requests, coordinating with relevant quotation, Sales or marketing for special prices
- Escalate customer issues to relevant department when required & ensure proper follow-up for such cases
- Act as back-up for commercial support agents when needed
- Work with customer and IT teams to determine root cause of issues, provide recommendations for mitigation and apply fixes as appropriate
- Develop procedures/standards to maintain security and protect systems from unauthorized use, acts of nature in development cycle
- Review environments to proactively mitigate risk and recommend solutions to management, individually and as part of a team
- Perform application upgrades as required to maintain application integrity
Qualifications for IT technical support
- Experience using remote control to resolve client issues
- 5 years of relevant experience with demonstrated skills or 7-9 or more years of applied experience with demonstrated skills described defined below
- Associate’s Degree in Computer Science, Business, or related field with at least 6 months of specific experience OR
- At least 2 years of Technical Operations experience
- Knowledge of the principles and methods to identify, analyse, specify, design, and manage functional and infrastructure requirements
- Knowledge of mobile operating systems (IOS, Android)
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IT Technical Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of IT technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT technical support
- Stay current with technological developments in systems administration technology and recommend ways for developers to take advantage of new technology
- Foster and maintain good relationships with customer and IT colleagues to meet expected customer service levels
- Identifies, investigates and researches user questions and problems recognizing, researching, isolating and resolving problems
- Implementation of new main computer systems and upgrades
- Troubleshooting of main computer systems and applications
- Development of programs/utilities or procedures to efficiently handle IT operational requirements
- Assistance to users and development teams on use of operating system, development tools and application software
- Review of system capacity and provide, execute business continuity plans
- Provide assistance in resolving operational problems
- Report to the National On-site Services Supervisors
Qualifications for IT technical support
- To execute software updates against an established supportability baseline, ensuring that contractual software update requirements are satisfied
- Working knowledge of Active Directory, DNS and Microsoft Networking
- Working knowledge of VMware and virtual environments
- Exposure to of the following, Citrix, Microsoft SQL, Exchange, ISA, Netbackup, SCCM
- Exposure and hands on exposure to Microsoft Clusters
- Exposure to IIS and web server applications