Technical Support Job Description

Technical Support Job Description

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Technical support provides laptop and desktop PC support for on and off site users with equipment running Windows operating systems integrated with Active Directory.

Technical Support Duties & Responsibilities

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

Sample responsibilities for this position include:

Interact with all MTS team leads and provide L1/L2 support as needed for day to day and project based activities (Engineering, Networking, Infrastructure )
Implement Beta programs including the installation, weekly evaluations and preparation of technical status reports
Create Technical FAQs and Technical Bulletins
A natural trainer, you love teaching new things
According to the defined explicitly process to support customers, analyze customer configuration, solve the problem by the specific situation
Learn to configure and support the process for wireless and VPN connectivity, network addressing, infrastructure design, session management, RADIUS authentication, , general troubleshooting for multiple computer platforms
Identify, troubleshoot, diagnose, and resolve customer/equipment issues in a professional and timely manner
Provide component replacements as needed
Provide phone, email and web support of client’s applications
Lead, mentor and act as the point of escalation for a team of technical support engineers

Technical Support Qualifications

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

Licensing or Certifications for Technical Support

List any licenses or certifications required by the position: ITIL, CCNA, SSL, MCDST, ACMT, MCP, MCSE, CBAP, CCBA, CTIA

Education for Technical Support

Typically a job would require a certain level of education.

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

Skills for Technical Support

Desired skills for technical support include:

Commercially standard software applications and major desktop operating systems
Networking
Linux
TCP/IP
Windows
SQL
DNS
Active Directory
Networks
Databases

Desired experience for technical support includes:

In-depth knowledge of Microsoft Office and related technologies
Experienced in supporting and troubleshooting Microsoft Office suite of applications (including Outlook) on both Apple and Windows platforms
Demonstrate the ability to support both a Mac and PC within an Active Directory integrated environment
Working knowledge of supporting and troubleshooting applications available under Casper Self Service
Working knowledge of supporting and troubleshooting applications available under the SCCM download tool
Dell TechDirect Technician - trained and certified (Laptop and/or Desktop) with the ability to use the DOSD service

Technical Support Examples

1

Technical Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support
  • Research sales and use tax issues
  • Submits Request for Model Setups
  • Submits Request for Address Book set-up
  • Escalates Expedite Order/Quote Requests
  • Generates, send Customer Order Acknowledgement
  • Handles Order Escalations (process & system related escalations)
  • Provides resolutions in order managements issues (Analyzes issues/concerns raised and provide appropriate corrective actions)
  • Generates, Uploads and Forwards Invoices (Business Systems/Customers
  • Enters documentation charges into business systems
  • Evaluates basic engineering specification and compares application with industry standards and escalate to whom it should be directed
Qualifications for technical support
  • 2+ years’ lead/supervisor experience preferred
  • Experience of working within the financial services
  • Experience in using/installing SaaS based systems, demonstrated detailed knowledge of specific product offerings, O/S skills or internal systems
  • Should have significant experience providing technical drawing in 2D and 3D design, and engineering support in fabrication, sheet metal or associated sectors
  • Must be able to meet necessary criteria to obtain a Secret Clearance
  • The Technical Support Analyst I (TSA 1) acts as the first point of contact for all technical support issues at an enterprise level for BMO Harris Bank U.S
2

Technical Support Job Description

Job Description Example
Our growing company is hiring for a 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 technical support
  • Identifies Non-standard offering from a given database, that can be offered to fulfill customer requirements
  • Technical support in design and development of combustion systems
  • Experimental testing of embedded systems
  • Development of prototypes
  • Technical assistance and trouble shooting
  • Assist customers with GPS systems (by phone and email)
  • Provides responses and solutions to customer and dealers
  • Effectively documents customer interactions and issues
  • Distributes additional product, service and policy information
  • Work with the team to provide common solutions to problems while maintaining required service levels
Qualifications for technical support
  • Experienced in supporting and troubleshooting Microsoft Windows XP OS and associated applications/utilities on desktop and laptop platforms in a corporate environment (minimum 2 years)
  • Experienced in supporting and troubleshooting Microsoft Windows 7 Enterprise OS and associated applications on desktop and laptop platforms in a corporate environment (minimum 1 year)
  • The TSA 1 is responsible for providing excellent customer service, technical support for all supported business groups and products, troubleshooting, triage, and management of the incident lifecycle at enterprise level
  • Letter of Authority - Granted outlining the various systems, legacies, platforms the incumbent will have access to
  • Solid understanding of Microsoft’s Active Directory to help with design and planning for new office setups and to help with project management during M&A activities that may require AD modifications
  • Must be able to work with minimal supervision and supervise others.Must be able to deal with multiple facets of contact center operations including scheduling, monitoring and directing staff in assignment of tasks
3

Technical Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for a 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 technical support
  • Customer satisfaction will be top priority
  • Will provide customer assistance by repairing, advising on the repair and use, and factory repair of API analyzers and associated equipment used in their operation
  • Works on assignments that are semi-routine in nature but recognizes the need for occasionally deviation from accepted practice
  • Electronic troubleshooting and resolving problems in both software controlled Analog and Digital surface mount circuit boards
  • Responsible for solving start-up and calibration problems in production for all TAPI products
  • Daily ad-hoc support to our customers and partners, which can include occasional on-site visits
  • Commissioning in cooperation with customer of VAPA, Fire Panels and Management systems
  • Products’ fault tracking
  • Deliver trainings to customers
  • Create and update training material
Qualifications for technical support
  • Thorough knowledge of Microsoft Access, Excel, Power Point and Word programs
  • Thorough knowledge of Auto CAD and Visio drawing programs
  • Bachelor degree or above, more than 2 years' experience in client server
  • Bachelor degree in Computer Science or equivalent, or above
  • Familiar with Notes/Domino/Sametime/Traveler/Connections etc Lotus related products is a great plus
  • Strongly oriented to the customer, results-driven achiever
4

Technical Support Job Description

Job Description Example
Our growing company is looking to fill the role of 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 technical support
  • Experience replacing dated hardware
  • Respond to all requests for technical assistance in person, via phone, or electronically
  • Track, route, document requests in Service Portal
  • PC support and troubleshooting knowledge
  • Track and maintain IT inventory/assets in Service Portal
  • Handling technical drawings
  • Manually converting technical drawings into picture format
  • Measuring production parts
  • Cooperating with the functionally connected departments
  • Resolve technical support and customer service issues received through VP, email, telephone and other contact methods
Qualifications for technical support
  • Closely monitor and analyze trends, product and service related issues, and offer recommendations for management, product and service improvement
  • Troubleshooting basic Windows OS problems on both Desktops and Laptops
  • Ability to troubleshoot basic Microsoft Office products like installing and application errors
  • Understanding of C language, C++ or C# is an advantage, embedded design
  • Proven oral, written and interpersonal communication skills
  • Troubleshooting basic Microsoft Office products like installing and application errors
5

Technical Support Job Description

Job Description Example
Our innovative and growing company is looking for a technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support
  • May required to work as part of the project implementation team to integrate Thomson Reuter’s products at customer site
  • May required to deliver technology or product training to customers
  • Operation, maintenance and monitoring of watchable infrastructure, portals and platforms
  • Provides technical direction and mentors staff and peer organizations in area of expertise
  • Integrates knowledge of technical standards with communication, leadership and business skills
  • The candidate will provide technical support for the school district to ensure operational efficiency and effectiveness of the district's advanced technology equipment and systems
  • Installation of desktop computers
  • Installation of audio/visual equipment, and run audio cables
  • Troubleshooting hardware, and software connectivity issues
  • Identify legacy equipment to be decommissioned all physical device interfaces as described in the technician checklist
Qualifications for technical support
  • Able to work independently but may require assistance from senior level support specialists
  • Effectively participates as a team member on significant projects
  • Technical help desk experience preferred
  • Ability for quick response and troubleshooting
  • Strong customer service skills and experience, including effective communication and listening skills
  • A 4-year degree in a business, management, communications or other related field is required

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