Senior Technical Support Job Description
Senior technical support
provides advanced level technical support for escalated customer issues conducting network configuration, workstation installation, server configuration and hardware configuration analysis.
Senior Technical Support Duties & Responsibilities
To write an effective senior technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included senior technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Effectively troubleshoot and manage production incidents
Communicate accurate impacts of production incidents
Recommend solutions to production problems
System level documentation
Support desktop operating systems, hardware and software with focus on MAC OS (all versions of MAC OS, iPhone, iPad)
Efficiently troubleshoot and resolve complex problems in a highly technical environment
Participates in technical training programs and self-directed learning
Providing Tier II support to clients related to issues with assigned business unit products and services
Respond to escalated tickets from Tier I support staff to issues that impact clients business operations
Perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility
Senior Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Senior Technical Support
List any licenses or certifications required by the position: VCP, ITIL, RHCE, CCNA, MCSA, MCITP, SSL, SCA, HDI, ACSP
Education for Senior Technical Support
Typically a job would require a certain level of education.
Employers hiring for the senior technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Education, Science, Chemistry, Business, Information Systems, Management Information Systems, Math
Skills for Senior Technical Support
Desired skills for senior technical support include:
Components in a web applications stack
Networks
Database configuration
Server configuration
Accounts Receivable
ERP Financial Solutions will be considered
Fusion
J2EE and EJB
SQL tuning and so on
Web Server optimization load balancing hardware
Desired experience for senior technical support includes:
Scripting experience a plus (Javascript, PowerShell, VB, Bash)
Apple Certified Macintosh Technician (ACMT) mandatory
Bachelor’s degree in Computer Science or related field, or equivalent work experience may be substituted
Three years of strong technical and troubleshooting experience, including the ability to work under pressure and “think outside the box,” diagnose log files, simulate problems
Strong technical knowledge in areas of
Knowledge of IPC J-STD-001 and IPC-A-610 quality requirements
Senior Technical Support Examples
1
Senior Technical Support Job Description
Job Description Example
Our company is looking for a senior technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior technical support
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer
- Supports customers per the details contained in the customer maintenance and support contracts
- Maintains a high level of customer satisfaction through professionalism
- Ensure compliance with SLAs and OLAs
- Act as main Point of Contact for the Americas Off Hours team, partnering with peers running Americas Web and Americas Media to ensure continuity 24X5
- Lead, grow, mentor and manage four Technical Support Managers located in Bangalore spread across APJ, EMEA, and Americas shifts
- Act as the primary point-of-contact for white glove post launch technical services
- Manage and meet key performance indicators and quality metrics for partner integrations
- Establish and maintain procedures to ensure timely and accurate resolutions of customer issues working with in-house development teams
- Analyze and build recommendations to optimize the customer’s integration with our external services and solutions
Qualifications for senior technical support
- Ability to carry boxes of supplies and/or equipment between 10-20 pounds
- Ability to safely use ladders
- Advanced work in pursuit of a Bachelors degree (e.g., junior and senior year, ) in computer science, MIS, or a related field can be substituted for one year of technical support or network operations experience
- Strong technical troubleshooting and problem solving skills (At least 3 years of experience in related technical customer support role)
- Strong log analysis skills and extensive experience in investigation of technical issues
- Previous experience/knowledge in the areas of public cloud, virtualisation, networking, IT, IaaS, SaaS
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Senior Technical Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of senior technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior technical support
- Provide escalated Level 2/3 support for internal support staff and customers
- Raise information, bug and feature requests to the development team
- Ability to review code to troubleshoot the customer issue
- Develop requirements for vendor products to ensure they meet user needs and that they are compatible with the software and hardware environment in NUIT
- Evaluation of new products and technology from vendors
- Implementation of upgraded software releases
- Implementation of life-cycle operation systems
- Analysis of new equipment installations to determine their acceptability for use
- Coordination and approval of the necessary software and hardware upgrades of network/video elements and operation support systems that require vendor interaction, design and testing
- Implementation of required upgrades
Qualifications for senior technical support
- Ability to manage own time, act as technical specialist within own area and meet objectives
- BA/BS degree in Computer Science (or similar)
- Undergraduate degree in engineering or science
- Minimum 5 years’ relevant experience in a biotechnology organization
- Ability to interface with represented workforce, product value stream engineering, operations personnel, vendors, maintenance techs
- System Admin experience with Windows OSes (Basic installation/configuration, driver installation/troubleshooting, registry editing, performance tuning, using Event logs and the task manager)
3
Senior Technical Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of senior technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior technical support
- Responsible for providing a personal and high level of support to the assigned Business Units that include all levels of management
- Must be comfortable setting up and troubleshooting Video/Audio conference calls in high pressure situations
- Work closely with clients to clarify business needs and recommend general office productivity and computer technology to meet those needs (according to IT standards)
- Work closely with multiple groups within the IT to ensure the overall satisfaction of the client
- Lead consulting engineering and specification efforts – conducts on-going and regular visits and calls to specifying engineers and consultants, end-users to provide technical support as required
- Conduct customer quality assurance meetings with VAP
- Answers, evaluates and prioritizes incoming and outbound calls, voicemail, e-mail, faxes and in-person requests for assistance
- Participate in providing after hours and weekend coverage on a rotating basis and responds to customer calls while on-call within 15 minutes
- Use customer service skills and identify problems and provide solutions
- This is a service position that will require troubleshooting card access systems
Qualifications for senior technical support
- Ability to manage customer escalations and field engagements
- Either has proven technical experience within the AV industry or is capable of demonstrating an aptitude for technical support
- Timely remote diagnosis and resolution of field issues
- Escalation of critical and unresolved issues to the engineering teams
- Minimum 3-5 years experience in process support role of GMP Manufacturing and/or QA/QC
- Direct experience establishing and achieving goals and targets tied to Technical Support operations KPIs such as, time to resolution, customer satisfaction, operational efficiency, employee satisfaction
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Senior Technical Support Job Description
Job Description Example
Our innovative and growing company is hiring for a senior technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior technical support
- Credible leader with the ability to motivate and influence the performance of large operating teams
- Work with colleagues to share best practices and interface with Workforce Management to identify and implement contingency plans to deliver cost-effective solutions and effectively deal with any service impacting anomalies in a technical environment
- Reliable for conducting annual Performance Reviews and Career Development Plans of direct team managers and ensuring semi-annual & annual reviews are conducted for all front-line staff
- Reliable for recruitment, development, retention and engagement of frontline employees and team managers, by creating and implementing plans which build a culture of employee engagement and support a safe working environment
- Work with counterpart SCCM Administrators to ensure patch compliance from Microsoft and other third-party software vendors
- Ensure the overall health of the SCCM environment
- Create and run reports on endpoints and users as requested
- Provide third level support for users and train Jr
- Maintain and update technical documentation
- Test and evaluate new hardware
Qualifications for senior technical support
- Bachelor’s Degree with 10 – 12+ years of relevant experience, or Master’s Degree with 10+ years of relevant experience or equivalent
- SAP Licence Control (3rd parties)
- Run the Bank process and technologies
- At least 8 years’ experience in professional services or technical support roles
- 2 years’ experience with OpenAPI (Swagger) specifications and YAML
- 2 years’ experience deploying and managing applications on cloud based hosting solutions AWS-EC2/S3, Azure, Google Cloud or Heroku
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Senior Technical Support Job Description
Job Description Example
Our growing company is hiring for a senior technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior technical support
- Maintain documentation on client hardware and software and department specific applications as they relate to the desktop, LAN, and WAN environments
- Represent client needs to shared services infrastructure team as they relate to desktop, LAN and WAN environments, configurations, images and policies and procedures
- BS/BA in Computer Science or Technical degree preferred
- Quickly respond to and assess business impact of reported issues and identify path to resolution through research & replication
- Escalate issues as needed to developers to be included in future patches and releases
- Document and process issue, defect, resolution, and workaround records
- Develop and communicate issue solutions and workarounds to client in order to speed resolution and minimize future occurrences
- Use and contribute to product knowledge base in order to support highest degree of customer and partner self-service possible
- Engaging Management levels as required for intervention on high impact customer issues
- Decisions regarding escalation of issues, level of communication/ticket status updates and general project management of customer issues
Qualifications for senior technical support
- Ability to collaboratewell with a diverse group internally external vendors on a regular basis
- Working knowledge of CRMs (customer relationship management) and Knowledge systems - any major CRM or Knowledge system JIRA, Salesforce.com
- Excellent understanding of Computer network fundamentals and working knowledge of network troubleshooting tools, Ping, ipconfig, trace route
- Ability to work independently, with others in a diverse team environment
- Computer Science or Engineering University degree required
- A strong sense of empathy with customers trying to use our products