Support Tech Job Description

Support Tech Job Description

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Support tech provides day-to-day support (software installation, technical support for PCs, laptops, printers and other IT equipment) for all Information Technology (IP telephony included) hardware, software and network infrastructure used at Cluj Shared Resource Facility.

Support Tech Duties & Responsibilities

To write an effective support tech job description, begin by listing detailed duties, responsibilities and expectations. We have included support tech job description templates that you can modify and use.

Sample responsibilities for this position include:

Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, PC refresh vs
Assist with small office moves
Study new workplace technologies and attend/recommend training where needed (with CS Director)
Develops technical knowledge of HMH products and their uses
Recognizes and escalates product related issues (informs Technical Services leadership as appropriate)
Assists the customer in installation and use of HMH products
Documents all actions taken on issue for future reference per established guidelines
Participates in the problem management and escalation processes
Leads customers to available electronic resources and instructs in how to use them
Create Knowledge articles and Notes that are well structured and easy for a technical reader or customer to understand

Support Tech Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Support Tech

List any licenses or certifications required by the position: CCNA, MCSE, MCSA, MCP, CPR, J-STD-001, CIS, IPC, SQL, ASQ

Education for Support Tech

Typically a job would require a certain level of education.

Employers hiring for the support tech job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Technical, Associates, Computer Science, Electronics, Technology, Computer, Military, Engineering, Science

Skills for Support Tech

Desired skills for support tech include:

Computer hardware
Church meetinghouse technology
Locating IP
Network troubleshooting
TCP/IP addresses
VPN software
Supporting remote users
Information systems
Printers
Networking

Desired experience for support tech includes:

Isolates probable causes, documents and monitors product bugs
Candidate must have proven ability to successfully manage multiple responsibilities and meet deadlines
Ensure proper escalation of incidents following the TSHD Escalation procedures
Advise Frontline VP when there is a need for progressive counseling of a team member
Manage the frontline Queue process
Interview and make staffing decision for hiring Frontline Technicians

Support Tech Examples

1

Support Tech Job Description

Job Description Example
Our innovative and growing company is looking for a support tech. 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 support tech
  • Processes alerts and responds to customer inquiries made by phone or email including special accounts requiring a high level of service
  • Provides advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments
  • Ability to communicates technical troubleshooting concepts to a non-technical audience and ensure understanding
  • Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills
  • Follows specific methods and industry procedures outlined in documentation developed by management
  • Following up with customers to ensure product satisfaction
  • Confirming that they are not experiencing any difficulty with product
  • Answering any questions or concerns the customer may have
  • Coordinating remote installations
  • Analyzing reports
Qualifications for support tech
  • Experience assisting consumers and businesses with technical, hardware, and software system issues – Preferred
  • Basic knowledge of hardware and software platforms and the ability to acquire solid knowledge of Company electronic monitoring products quickly
  • Associates Degree in Computer Science, Information Technology or related field, or two to three years related experience and/or training or equivalent combination of education and experience preferred
  • Requires customer contact and the ability to effectively communicate over the phone with small business customers
  • Minimum 2 years professional technical experience
  • Relevant work experience will be considered in lieu of a college degree
2

Support Tech Job Description

Job Description Example
Our growing company is looking to fill the role of support tech. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support tech
  • Local travel is required as this position is based in the field
  • Handle inbound and outbound customer service and support calls from customers and customer support
  • Escalate advanced troubleshooting cases in a timely manner
  • Provide a quality Technical Customer Service Experience
  • Coordinate work efforts and report status
  • Support ad-hoc data analysis and product support tasks
  • Handle technical onboarding of new products, clients, and systems, working closely with various groups within the company
  • Review and evaluate current URO processes in Records, Graduation Services, Veteran Services, Classroom/Curriculum, Registration, Information Services, and Commencement
  • Review curriculum program revisions
  • Participate in IT related project internal to the URO
Qualifications for support tech
  • Ability to learn and drive for success
  • Microsoft MCSA certifications (Windows 2012 and/or Windows 10)
  • Apple Certified Support Professional certification
  • Minimum of one (1) year of experience in IT Customer Service is preferred
  • Basic knowledge of TCP/IP and Lan switches
  • Printer setup experience- Network and non-network, Laser, label, MFP
3

Support Tech Job Description

Job Description Example
Our company is growing rapidly and is hiring for a support tech. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support tech
  • Desktop, Laptop and Handheld HW and SW device installation, configuration, support and troubleshooting
  • Mobile Device Support, IPhone, IPAD, Droid , Symantec AV, Security/Patch Updates, and OSD for imaging of computers
  • Second level support for remote users broadband, cable and VPN connectivity
  • Operational requirements and are typically 25-40 per week
  • Experience using, troubleshooting and administering Microsoft Server and Desktop operating systems, Backup, AV and Security software
  • To follow the implementation of the strategies designed with the Technical & marketing manager in order to achieve sales target
  • To provide technical training of the local team on our products & associated diseases
  • To follow up and inform about competitors action and market evolution
  • To organize local seminars and roadshows in coordination with the distributors
  • To promote BIAH products and services
Qualifications for support tech
  • Familiar with (RCA) Root-Cause-Analysis troubleshooting techniques
  • Open to 24/7 oncall support and/or late night/overnight shifts
  • Strong communication, troubleshooting and collaborative skills
  • Online brokerage experience preferred
  • Must be able to read and perform inspections using the assembly instructions and engineering drawings
  • Must be proficient in the use of all configuration tools such as PDM and Microsoft Access database files
4

Support Tech Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of support tech. 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 support tech
  • Troubleshoot utilities and handle desktop deployment and Basic network technology concepts
  • Responds to customer requests received via the Service Management application
  • Fulfills requests of moderate to high complexity
  • Interacts with the customers in a courteous and professional manner
  • General knowledge of Service Level Agreements (SLAs) and always works within those metrics
  • Maintains contact with help desk in order to retrieve and close calls in a timely manner
  • Maintains records of all installed PCs, peripherals and repairs and document this on call ticket in a timely fashion
  • Provides a assistance to PC users in the care and use of their equipment and resolution of their problems
  • Diagnose and repair PC systems and peripherals
  • Record use of inventory and communicates this data to Support Manager in order to maintain proper par levels
Qualifications for support tech
  • Technology Standards, Policies and Procedures
  • Candidate must have an Active DOD Secret Clearance at time of hire
  • Candidate must be willing to work all shifts (1st, 2nd, or 3rd)
  • Extensive knowledge of existing Radar or Electronic Warfare (EW) systems
  • Direct experience with Radar System and subsystem (Transmitter, Receiver, Antenna, Signal/Data Processor, Power Supply, ) evaluation
  • 2+ years of experience in a tech support role
5

Support Tech Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of support tech. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support tech
  • Provides assistance in office as needed
  • Tenacity and follow-through on all assigned tasks to ensure competing priorities are addressed and deadlines met
  • Assist in the design and implementation of technological advances, as necessary, to help improve overall productivity
  • Address and resolve all technical issues assigned via internal ticketing system to include full documentation of work therein
  • Assist with the documenting of IT policy, process, and procedure
  • Help customers over the phone and via Email
  • Be able to setup new customers and devices
  • Professionally communicate with customers of expected delivery times
  • Accurately document Issues and tickets
  • Be a customer service fanatic, be the customers champion with regards to issue resolution
Qualifications for support tech
  • Experience in Windows based OS, Mac/Linux desired
  • Understanding of disk imaging concepts and processes
  • Basic understanding of Microsoft Infrastructure systems and concepts
  • Experience working in a structured, customer service metrics driven team
  • Experience supporting an environment with at least 500 end users
  • Experience with IP Telephony and telephones

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