Associate, Technical Support Job Description
Associate, technical support
provides configuration/imaging, deployment, and support for desktop operating systems, printers, scanners, computer peripherals, and all communication devices.
Associate, Technical Support Duties & Responsibilities
To write an effective associate, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included associate, technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Testing and replicating hardware and software networking and application issues
Install and maintain local/network printers replace toner cartridges and maintenance kits
Provide first level support for IT relating to desktop technologies, hardware, software, networking
Provide both pre and post-sale Tier 1-2 level support to include the installation, troubleshooting, servicing, and project management of the company's video management systems on-site, via telephone and/or remote connection
Providing telephone, fax, e-mail and on-site factory technical support and representation
Conducting training sessions and workshops and assisting with product seminar and trade show set-up, teardown, and representation
Performing site surveys and determining conceptual requirements of system designs and implementing with the support of Project Engineering, Technical Support and Inside Sales groups
Implementation of Beta programs including the installation, weekly evaluations and preparation of technical status reports
Creation of Technical FAQ's and Technical Bulletins
To be a central source for data regarding product performance that then is used by Marketing, Manufacturing
Associate, Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Associate, Technical Support
List any licenses or certifications required by the position: ITIL, RHCE, CCNA, CWNA, MCITP, MCSE, CTS, ACMT, HP, MCP
Education for Associate, Technical Support
Typically a job would require a certain level of education.
Employers hiring for the associate, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Education, Engineering, Computer, Associates, Information Technology, Science, Technology, Business
Skills for Associate, Technical Support
Desired skills for associate, technical support include:
Windows OS
Networking
Service desk supported products and services
Computer hardware peripherals : Printers
Input devices
Keyboards
Monitors
Network printers
SQL Configuration Manager and Query statements
Scanners
Desired experience for associate, technical support includes:
Develop and maintain areas of expertise in product specialism's required for role
You will be required to handle inbound calls / emails / chats regarding technical issues for end users
Ability to meet a set of defined account agent productivity measurement
Resolve routine customer problem
Build relationships with customer base and become knowledgeable about the customer’s needs
Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines
Associate, Technical Support Examples
1
Associate, Technical Support Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of associate, 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 associate, technical support
- Proficient in computer applications and operating systems is a must
- Troubleshoot various types of hardware issues such as laptops, desktops, mobile devices, and
- Provides Tier II IT technical support services to CCAS Staff, Faculty, and researchers via email, phone, and in-person support
- Acts as the escalation point for junior support staff for resolving incidents on highly complex technical solutions designed and deployed by the Office of Technology Services
- Responsible for owning the ticket queue and managing the daily workflow of the office, including prioritizing the incidents and assigning tasks to junior level staff
- Performs advanced maintenance, troubleshooting, and routine updates on software applications deployed via the college’s endpoint management tools, including JAMF Pro, Microsoft SCCM, and IBM BigFix
- Creates and distributes user documentation and knowledge base articles and ensures that junior staff training materials and GW-specific application user documentation is prepared, updated, and learned
- Responsible for enforcing ITIL best practices across the multiple tiers of the help desk, often collaborating with the Senior Technical Support Associate to continually meet or exceed service level agreements, manage and reduce ticket queues, and ensure business functions are continually approved in the process
- Provide a professional, prompt and high level of technical support to residential customers in a call centre environment
- Maintain high level of customer satisfaction and encourage usage of Primus’ Internet and VoIP Services
Qualifications for associate, technical support
- Good analytical skills and the ability to prioritize projects
- 2 Years’ experience with security system products or video security
- Customer service skills with experience in technical phone or onsite customer support
- Security systems installation experience
- Knowledge of cellular technologies
- Knowledge of LAN/WAN network technologies
2
Associate, Technical Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of associate, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for associate, technical support
- Provide technical support for all sales representatives and customers on all products both manufactured and distributed
- Generate service quotations for products and services
- Coordinate contract services with third party service suppliers
- Process purchase orders and invoices for customers and third party service contractors
- Provide phone and hardware support to end-users for common office software applications
- Thoroughly research technical issues and document solutions for user problems in a timely manner
- Recommend or perform actions to correct software or system problems
- Handle items which were not resolved by the Level 1 team
- Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation
- Maintain a highly competent knowledge of relevant products, current support policies, and methods of support delivery
Qualifications for associate, technical support
- Solid verbal and written business communication skills
- Minimum 1 year related experience in travel industry (preferred)
- Collect and interpret bug metrics to gauge product health and team accountability
- Implement processes to drive down the average resolution time and average triage time of all bugs
- Passion to learn and ability to mentor others
- You will be involved in answering questions and responding to customer requirements via Calls and emails
3
Associate, Technical Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of associate, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for associate, technical support
- Ability to manage assigned projects with minimal supervision
- Collaborate and attend meetings as assigned
- Provide feedback and enhancement ideas to the improvement of the Fraud, Payment Gateway, and Chargeback platform
- The job may require minimal travel
- Provide support to thousands customers in a Help Desk capacity
- Assist with application and hardware questions, providing support for over 600 applications
- Responsible for clearly documenting issues called into the Help Desk, steps taken and resolution if possible
- Attempt first call resolution with every call answered
- Maintain exceptional customer service skills while providing support to our customers
- Provide 1st level technical support to our customers via phone, web, and email and other support channels as required
Qualifications for associate, technical support
- Ability to Identify Opportunity & Implement Process Improvements
- Clear and concise communication – written & verbal
- You will be required to guide the customer, advising on potential resolutions, and play a Key role in overall customer satisfaction
- Any relevant certifications a definite plus
- Well organised, with the ability to work proactively in a team, in a busy environment
- Patient and polite under pressure
4
Associate, Technical Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of associate, 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 associate, technical support
- Weekly / Monthly reporting on SSR orders
- To attend various workshops and training events arranged by the operations manager to improve the technical skills and BT product knowledge
- To attend BT internal meetings to review and improve the support processes to BT customers
- To attend customer awareness training sessions
- Provide Tier 2 level of technical support to customers by resolving technical calls on milling units, advanced software issues, and high-level milling machine and scanning errors
- Close 30+ tickets and gain 10 assists per week, on average
- Sustain over 50% phone availability to decrease response times, typically answering 10 – 15 calls per day inbound
- Maintain ticket SLA’s for 30 minute first response, daily follow up responses (caries based on Priority) on unsolved tickets
- Help maintain at least a 98% customer satisfaction score via Zendesk surveys by consistently displaying professionalism and technical expertise to clients
- Continue to master and expand on Subject Matter Expert (SME) interests (4 or more corporate products)
Qualifications for associate, technical support
- Able to identify trends and escalate to seniors for trend analysis
- Ability to write business correspondence when required
- Experience in a call room/service center atmosphere is a plus
- Ability to investigate problems, gather information, resolve customer issues to
- Knowledge of connectivity of equipment via modems and TCP/IP extremely
- CS Bachelor’s degree or equivalent education/ min 1 year relevant experience
5
Associate, Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of associate, 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 associate, technical support
- Receives and controls onsite inventory
- Performs basic configuration of desktop / notebook equipment – following basic instructions
- Coordinates with Field Service Team for moving and setting up End User equipment
- Receive inbound Customer calls and email communications and address in a professional and friendly manner
- Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures
- Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
- Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
- Communication of complaint investigation conclusions to customers through written reports and phone conversations
- Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
- To continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
Qualifications for associate, technical support
- Troubleshoot Microsoft Office 2010 especially Outlook
- Troubleshoot basic network connectivity issues on-site and over the phone
- University degree and/or diploma in a related area or 3 years of related technical experience
- Respond to requests for support VIA phone, and tickets through the system
- Provide superior customer service to end users
- Knows when to escalate issues