Tech Support Job Description

Tech Support Job Description

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Tech support provides world class service to all small business customers in a customer centric environment via phone, chat and social media channels.

Tech Support Duties & Responsibilities

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

Sample responsibilities for this position include:

Works with small business customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service
Coordinating with suppliers and internal departments for various equipment needs, repairs, refreshes
Research, define, and recommends various technologies advantages /disadvantages and their integration into existing systems
Uses basic remote support techniques and tools to provide product support
Supervise staff to achieve team/department goals and objectives
Forecast business needs and group performance
Manage staff improvement plans and present customer handling improvement strategies based on quality analysis and survey data
Oversee planning, acquisition, maintenance, and operations of department tools, equipment, and vehicle fleet
Ownership of operational tools or components
Collection and presentation of relevant application performance statistics

Tech Support Qualifications

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

Licensing or Certifications for Tech Support

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

Education for Tech Support

Typically a job would require a certain level of education.

Employers hiring for the tech support 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 Tech Support

Desired skills for tech support include:

Internet
Social media
Small business
DNS
Policies
CDK case resolution process
Escalation methodology
Mobile devices
DHCP
Active X controls

Desired experience for tech support includes:

Demonstrated ability to think critically and diagnose issues
People management, interpersonal skills, and previous supervisory experience a plus
Release and Deployment of configurations to the production/test environment
Experience in Java or open source based technologies
Experience in procurement, inventory and asset management of IT equipment IT lifecycle
A broad understanding of networking technologies both wired and wireless

Tech Support Examples

1

Tech Support Job Description

Job Description Example
Our growing company is looking to fill the role of tech 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 tech support
  • Accurately documenting details of conversation into data base
  • This position will not supervise employees
  • Support for Avaya voice system by setting up extensions, voicemail, call schedules
  • Receiving calls from customer needing assistance with product
  • Assisting them with hardware and software assistance
  • Troubleshoot with callers identifying issues they are facing
  • Provide excellent customer service and work with each caller to identify issues they may be experiencing
  • Accurately entering information into Salesforce system
  • Being organized and efficient
  • Installs, configures and troubleshoots Windows operating systems and applications
Qualifications for tech support
  • Great work ethic and punctual
  • High School Diploma, College experience preferred
  • A safety first attitude
  • Existing clearance or have the ability to obtain a DoD Secret Clearance
  • 2 – 5 years of experience in an R&M environment with technical equipment
  • Diagnose cause of mechanical malfunction or failure of operational equipment, and perform preventative and corrective maintenance
2

Tech Support Job Description

Job Description Example
Our growing company is looking for a tech support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for tech support
  • Working closely with peers, having a positive attitude and being able to succeed in challenging situations
  • Supporting the installation, repair and maintenance of complex Groupware systems
  • Collaborating on projects, helping peers and improving our working environment
  • Be on the front line resolving technical issues and working with our global support team to provide industry-leading technical support for our Cloud Suite of Products
  • Provide our customer’s level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner
  • Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model
  • Proven troubleshooting methodology with strong analytical skills with a desire to understand the ‘why’ not just the ‘what’ or ‘how’ and strong attention to detail
  • Energetic and self-motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools
  • This is a dynamic work environment and flexibility is required to multitask, manage change and thrive in a fast paced environment
  • Supervises representatives that are answering Customer Technical inquiries, primarily over the telephone, e-mail, chat, or online
Qualifications for tech support
  • Engineering or technical background is a must
  • Management of Business Administration (MBA) is a plus
  • High School Diploma, GED, and/or equivalent work experience required
  • Must have experience and knowledge within the Hosting industry
  • Knowledge of CMS systems such as Wordpress, Joomla, Drupal preferred
  • Adhere to work schedules in which timed lunches and breaks are predefined
3

Tech Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of tech support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for tech support
  • Work effectively with cross-functional teams to include Sales, Channel, Support, Engineering, Operations
  • Document known issues within Knowledge Management system of record
  • As applicable, serve as final point of escalation within Technical Support model, acting as an important interface between the customer and Engineering
  • Responsible for laboratory orders, phlebotomy, electrocardiography (EKG's), and Holter Monitoring
  • Provide day to day support to operations for property based technology
  • Prioritize, troubleshoot and resolve any IT related Helpdesk tickets
  • Ensure that user problems are addressed consistently with up to date Service Level Agreement
  • Ensure monitoring of recovery system – data integrity (daily tape backup and virus protection)
  • Provide training/guidance to operations colleagues on IT escalation path/troubleshooting tips
  • Contribute to Technology Services knowledge base, implement and support best practices
Qualifications for tech support
  • Must pass the solder training and certification testing
  • Ability to perform quality inspections with minimal mentor oversight
  • Applicant must understand the calibration of test equipment process and documentation
  • Applicant will be familiar with the purchase of materials and quoting process
  • Advanced knowledge within company specific equipment database servers (internal candidates – Aramis, external candidates – provide details)
  • Understanding of Antenna Range testing methodologies
4

Tech Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for a tech 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 tech support
  • Personal computer (PC) hardware and equipment delivery/pickup
  • Troubleshoot and repair IT systems
  • Answers Help Desk Calls
  • Documents Client Calls
  • Resolves Client Calls
  • Support customers, both internal and external, as outlined above
  • Set up and troubleshoot web account access and logins
  • Set up SFTP access and logins
  • Backup the Desktop Support Technicians with issues on end user internal support
  • Monitor and answer Help Desk phone calls, TrackIt queues and email box
Qualifications for tech support
  • Relevant technical or degree level qualifications are not essential but will be highly regarded
  • Mentor, train, and help develop the skills of new Technical Support Engineers peers
  • Requires 2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software (Windows, Mac OS, G-Suite) experience
  • Experience supporting Windows and Mac, notebooks, tablets and mobile phones (iOS)
  • Experience supporting Microsoft Office Suite, and standard end user applications
  • Experience supporting printers and print services
5

Tech Support Job Description

Job Description Example
Our innovative and growing company is hiring for a tech 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 tech support
  • Mentoring existing team members, as well training and knowledge-transfer for x86 technologies
  • Mentoring and training a TECDP associate on Global x86 technologies
  • Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries
  • Primary responsibilities are focused on customer contact, not transaction processingSearch Jobs US
  • Provide desktop hardware and software support via email, telephone, chat, and web conference
  • Assist employees in configuring and supporting software applications including MS Office Suite, Webex, anti-virus/spyware &Google Apps
  • Provide telephony support for VoIP system
  • Provide training and advice on the use of systems and applications related tointernal products and services
  • Handles customer issues through collaboration, resolution, or escalation to provide a great experience
  • Drives his or her own case-wellness and ensures that key stakeholders and customers are up-to-date on the resolution status of their issue, through effective written and verbal communication
Qualifications for tech support
  • Intermediate level or higher experience with Microsoft Excel
  • Intermediate level or higher computer skills
  • Experience with Outlook or other email system required
  • Experience with Windows operating systems (Windows 7, 8, 10), Microsoft Office Suites 2007 and 2013 including Outlook
  • Familiar with Windows Servers 2008 and 2012 and Active Directory
  • Ability to provide excellent customer service and possess a positive attitude

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