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Technical Support Specialist Job Description: Top Duties and Qualifications

A Technical Support Specialist, or IT Support Technician, is a professional who provides IT hardware and software support for end-users. Their duties include installing new hardware, operating systems and software programs; troubleshooting IT-related problems and monitoring and maintaining computer systems.

Technical Support Specialists also assist senior support staff, like Windows Server Engineers, by taking care of daily server maintenance and monitoring tasks. They can either work as part of a organisation’s in-house support team, or work for an IT maintenance company where they provide support for multiple clients.

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Technical Support Specialist duties and responsibilities

The range of duties that a Technical Support Specialist has will depend on the type and size of the company. Technical Support Specialists who work for an in-house support team, for a small company typically have a broader range of duties that may include network and server support as well. Generally the main duties of a Technical Support Specialist may include:

  • Installing and maintaining hardware, operating systems and software programs
  • Troubleshooting and solving hardware, software and connectivity issues
  • Educating end-users about new systems
  • Making recommendations to clients and management as needed
  • Assisting Server Engineers by taking care of basic tasks like creating user-profiles and monitoring updates and backups
  • Responding to call-outs in a professional manner by arriving on time and working on an issue until it’s resolved
  • Sending technical documents to customers who have lost or misplaced them
  • Completing job cards and other relevant paperwork
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Technical Support Specialist Job Description Examples:

What does a Technical Support Specialist do?

Technical Support Specialists install, update and maintain desktops, laptops and peripheral devices. The Technical Support Specialist does not specialise in supporting a network. This is done by Network Support Technicians. Technical Support Specialists do however, need a basic knowledge of network hardware and protocols in order to troubleshoot connectivity issues when they arise.

Technical Support Specialist skills and qualifications

A Technical Support Specialist needs a combination of skills that include both analytical thinking and good interpersonal skills. Although their main task is to solve an IT problem, it’s also important for their clients to receive good customer service. A successful Technical Support Specialist candidate will have various prerequisite skills and qualifications that typically include:

  • Excellent teamwork, as IT systems involve many different professionals with different skill sets and levels of expertise
  • Good problem-solving skills and the ability to come up with creative solutions
  • Excellent listening skills to establish the issues that users are facing
  • The ability to multitask, as they may be working on multiple problems simultaneously
  • The ability to work well under pressure and remain calm when things go wrong
  • Enough physical strength to carry and install IT equipment

Technical Support Specialist experience requirements

The level of experience a Technical Support Specialist needs will depend on the position. Candidates with basic IT skills may be able to secure a junior position and receive on-the-job training. Those who are applying for more advanced positions may need experience in user administration and supporting specific operating systems, such as Linux, Windows, and MacOS.

Technical Support Specialist education and training requirements

Experience, education and training requirements will vary from one organisation to another. Some Technical Support Specialists start their careers with a few GCSEs and basic IT skills and go on to develop through in-house training. However, Technical Support Specialists may also hold a degree, a higher national diploma (HND) or a foundation degree in an IT-related field, such as information systems or computer science.

As IT technologies continuously evolve and change, it’s important that Technical Support Specialists stay-up- to -date with the newest developments for instance by obtaining professional qualifications. Candidates can choose from a wide range of accredited certifications courses, including various CompTIA, Microsoft and Linux qualifications.

Technical Support Specialist salary expectations

According to Indeed Salaries, the average salary for a Technical Support Specialist is £24,115 per year. Salaries will vary depending on variables like location, employer and position.

Job description samples for similar positions

If this job description doesn’t aptly describe the job opening you currently have, here are a few job description samples of similar positions to look at:

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Technical Support Specialist job description FAQs

What are the hours of a Technical Support Specialist?

Technical Support Specialists normally work Monday to Friday, 9 a.m. to 5 p.m. office hours. However, as computer systems have to be up and running at all times Technical Support Specialists may need to work on-call after hours. Installations and maintenance tasks may also take place after hours and on weekends.

Can I hire a female Technical Support Specialist?

Although this is traditionally a male-dominated profession, females are increasingly entering the profession. As long as they have the necessary skills and the right attitude, any candidate, regardless of gender, can work as a Technical Support Specialist.

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