Specialist, Technical Support Job Description
Specialist, technical support
provides level 2 and 3 for key, PBX, VoIP phone systems (Avaya IP Office 500, Nortel, Toshiba, NEC, Cisco).
Specialist, Technical Support Duties & Responsibilities
To write an effective specialist, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included specialist, technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
To accurately record, update and document requests using the IT service desk system
To install and configure new IT equipment
To resolve incidents and upgrade different types of software and hardware
To maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
Provide a high level of customer service to end users in a 24×7 business environment for the support of client hardware and software
To provide second level help desk support as required
Act as the primary technical point of contact for all customer product-related inquiries
Assist customers and sales with accurate product selection for the intended application use (form, fit, and function)
Respond promptly to requests for installation documentation, product drawings and publications
Specialist, Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Specialist, Technical Support
List any licenses or certifications required by the position: ITIL, ITSM, MEF, JNCP, CCNA, SSCA, MCP, MCDST, ACMT, NET
Education for Specialist, Technical Support
Typically a job would require a certain level of education.
Employers hiring for the specialist, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Education, Information Technology, Associates, Chemistry, Management Information Systems, Business, Science
Skills for Specialist, Technical Support
Desired skills for specialist, technical support include:
Cisco
Avaya
Etrali and BT
Mitel
Voice Trading Solutions like IPC
Clinical background
Healthcare information systems
Previous software training / support experience strongly desired
Relevant BMC technologies
Additional languages
Desired experience for specialist, technical support includes:
Demonstrate the ability to support users working within Citrix
Ability to use AV/VC equipment and associated technologies to setup single room presentations and point-to-point/multi point meetings with content sharing
Demonstrate excellent day-to-day ticket management through the use of a call management system (Remedy and/or ServiceNow)
Demonstrate strong ability to manage RFCs and emergency outages
Demonstrate excellent day-to-day management of communication between individual customers, internal IT and the business as a whole
Familiarity of global EOS individuals, teams and groups, with specific knowledge of business application owners/groups for extended support assistance
Specialist, Technical Support Examples
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Specialist, Technical Support Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of specialist, 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 specialist, technical support
- Ensure a high level of Customer satisfaction with performance through effective communication and liaison
- Supporting customers over the phone, email, tickets, and online chats
- Evaluating, troubleshooting, reproducing errors, documenting errors, and helping clients with configuration and setup of their online store
- Providing documentation, phone based training, webinars, and other support related activities
- Proactively communicate with customers on the status of their issues and actively help them understand how our software works in various use cases
- Maintaining and tracking ticket pipeline and calls
- Understanding customer’s needs of the software process and offering hands on troubleshooting to resolve conflicts
- Responding to customers and community on blog posts, forums and social media channels
- Writing step by step knowledge base articles
- Reactively answer incoming call transfers from Customer Care to assist customers with system activation, monitoring and system failure troubleshooting, and perform savings and performance reviews
Qualifications for specialist, technical support
- SMS Deployment understanding and working knowledge of architecture to aid in developing support structure to manage infrastructure
- Understanding of TCP/IP, WINS, DHCP, DNS, Active Directory, Group Policy Objects, Windows 2003/2008 Domains
- Change management coordination development & management of local/regional infrastructure projects
- Show initiative and positive attitudes when dealing with problems
- Strong follow-up skills is a must
- Highly motivated with the ability to assimilate and learn new technology
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Specialist, Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of specialist, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for specialist, technical support
- Work with product specialists on in-house orders, making certain that the catalog numbers are valid and accurate
- Resolve problems within the scope of responsibility, escalating to appropriate departmental staff any issues that may adversely impact client
- Review and resolve support.valo (Zendesk) tickets related to AX bugs and configuration changes
- Provide one on one global Level 2 Application support to over 500 INWK company users
- Provide telephone support in an ACD based Technical Support Center
- Follow schedule to ensure consistent > 90% Service Level
- Handle pre-sales questions from internal and external customers
- Respond to technical support emails quickly and professionally
- Own issues to complete resolution
- Supply technical support documentation to customers via email as requested
Qualifications for specialist, technical support
- Able to demonstrate a high degree of flexibility including out of hours working
- Must be highly motivated with the ability to assimilate and learn new technologies at a fast pace
- Ability to speak a second European language
- Excellent skills in building trust and rapport with colleagues of all levels
- Provide emergency backup to 1st line as directed
- Excellent telephone manor with the ability to effectively support users where English is not their first language
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Specialist, Technical Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of specialist, 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 specialist, technical support
- Troubleshoot hardware, software, and network connectivity issues
- Resolve end-user issues in a professional and customer focused manner
- Install and repair hardware, operating system, and applications
- Maintain asset inventory in tracking system
- Follow up on tickets in tracking system
- Resolution of technology break/fix issues including but not limited to computer software, hardware and applications, telecom and wireless issues
- Be the contact window of global support team and China service team
- Detect systematical quality problems by doing quality survey and system data analysis
- Through phone based interactions you will gather information through effective probing and listening skills to provide viable solutions and/or alternatives in resolving escalated technical and identity theft client issues
- This position is highly focused on prompt and accurate responses and escalation resolution, while actively navigating internal departments to ensure seamless resolution for all client issues
Qualifications for specialist, technical support
- Experience with scripting (ex
- IT related certifications preferred
- Working knowledge of Microsoft Windows and MAC client operating systems various software packages including Microsoft Office and Adobe Creative Suite
- Some standing, pushing, pulling, lifting, stooping, reaching, carrying, moving is required as necessary
- Bachelor's degree or equivalent experience in Engineering or related field
- Good understanding of workflow process in the injection mold industry
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Specialist, Technical Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of specialist, 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 specialist, technical support
- Answer the phone in a professional manner and work with the customer/field engineer to help them troubleshoot their machine and ultimately solve their problem
- Respond to technical questions via email in a timely manner
- Record each customer/FE interaction in Sales Logix via ticket system
- Close out "Leads" that have been passed on to Technical Support
- Create knowledge base "How To and Troubleshooting" articles for capturing key information that our Field Engineers and customers can access
- Ability to train customers/field engineers/Sales Reps in house or out in the field
- Flexibility to be on-call afterhours to provide remote support
- Route calls to appropriate departments when needed
- Provide technical assistance, guidance, and customer service to our global customers and sales organization
- Responsible to help with coverage for other regions or for any “on call” or weekend duties
Qualifications for specialist, technical support
- 1 year experience supporting software as a service platform or ecommerce or content management solution
- HTML & Web Design experience is a plus
- Extensive, successful experience interacting with both coworkers and customers, resulting in high quality customer support service
- Previous experience with relational databases (ie
- Experience with Control systems (ie
- Expert knowledge of Windows 7/8/10, MS Office 2010/2013 & Mac OS is required
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Specialist, Technical Support Job Description
Job Description Example
Our company is looking for a specialist, 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 specialist, technical support
- Respond to tickets and customer emails as necessary, providing high levels of support through any contact method
- Devise or modify department procedures to solve complex Technical problems
- Work with Desktop Support team to provide Tier 1 support for internal customers on items such as webmail, instant messenger, and browser support
- Develop internal and external documentation to be published in the company Knowledge Base
- Work with Incident Management team to report any customer or employee impacting Incidents
- Participate in, support and enhance daily Operations including opening and closing procedures and uphold all Corporate and IT Policies and Procedures regarding software, hardware, and equipment use and allocation within the company
- Create and maintain documentation and perform technical training to assist team members
- To uphold the policies and procedures that enforce the policies of the corporation as it pertains to the management of assets and enforcement of copyright laws
- Assist in rollout of strategic corporate initiatives and system changes, which may include office moves, mass system upgrades, server inventory and lifecycle support, and special projects
- Provide both onsite and remote support for users
Qualifications for specialist, technical support
- Ability to provide excellent customer service in a faced paced environment
- Ensures commitments to customer are met
- Bachelor’s degree in technology or related subject, or equivalent combination of education and work experience
- 2+ years of experience as a computer support specialist
- Ability to provide users with outstanding customer care and service at all times
- Must meet physical requirements, specifically removing and installing computer components