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:

 

Example 1

We are a roller shutter company based in Dagenham and we are looking for an experienced administrator to work in our busy Service Desk department. The right candidate will be confident on the phone, have excellent administration skills, a minimum of 60wpm typing speed with efficient planning service desk experience. You will be logging jobs, updating jobs on our system, answering phones, processing and chasing PPM paperwork, booking in jobs with the customer/facilities companies, liaising with sub-contractors chasing ETA's, updates, and their paperwork. You will receive full training on our corn network system where we log all the jobs, attach photos and emails/correspondence, note all activities, place orders with suppliers and keep the jobs running like clockwork. Hours are 8am - 5pm or 9am to 6pm depending on what is needed. (Close at 5pm on Fridays) Starting salary will be £19k - £20K depending on experience. Job Types: Full-time, Contract, Permanent Salary: per year Benefits: * On-site parking Schedule: * 8 hour shift * Monday to Friday COVID-19 considerations: We are following the government guidelines regarding Covin-19 precautions. Everyone will wear a face covering in the building and we have extra cleaning of touch points throughout the day with a professional cleaning each evening. Education: * GCSE or equivalent (required) Experience: * service desk: 1 year (required)

Example 2

Salix Homes are looking for a Support Desk Advisor to join our ICT Service Delivery Team. We need someone who is experienced and talented to help us to continue to deliver an excellent user experience for our colleagues and our customers. This is a great opportunity for anyone looking for a new and exciting challenge. In this role, you'll be expected to: * Act as the first point of contact between the ICT team and our organisation * Resolve incidents and requests for service * Develop good working relationships with key stakeholders *Are you the person we're looking for?* You will need to have: * Experience of resolving problems at a typical Tier 1 level * Strong technical awareness – including the ability to set up, configure and maintain equipment and applications * A good understanding of ICT security and data protection * Ability to work on own initiative to deadlines * Ability to advise, interact and build good working relationships with internal customers *Sound like you?* Get in touch, we'd love to hear from you. *What’s in it for you?* We recognise our colleagues are our greatest asset, and we like to reward them for their commitment. As one of our colleagues you will be able to take advantage of a 36 hour working week and our fantastic benefits package that includes flexible working, with an ability to access up to 13 flex days a year, up to 33 days annual leave, healthcare and generous family friendly policies. We are also committed to supporting our colleagues to achieve their potential, so you can expect to access a number of learning opportunities to support your career progression. *Why work for Salix Homes?* We are recognised within our sector as one of the leaders in technical innovation. Over the last few years, we have delivered a significant transformation of our applications and our infrastructure, including embracing public cloud. We also transformed how we engaged with our customers digitally. This significant and ambitious transformation resulted in us being named the Digital Landlord of the Year in 2020’s prestigious UK Housing Awards, and winning an award for ‘Best Digital Transformation’ in 2021 from the Northern Housing Awards. Job Types: Full-time, Permanent Salary: per year Experience: * IT Support: 1 year (preferred) Work remotely: * No

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.

 

Does a Technical Support Specialist need Cisco certification?

As Cisco certification is geared towards networking, Technical Support Specialists don’t usually need this type of qualification. An entry-level Cisco qualification, however, demonstrates that candidates have a solid basic understanding of networking.

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