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Technical Support Job Description: Top Duties and Qualifications

Edited by Indeed Employer Content Team
Last updated October 8, 2025
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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4 min read

Technical Support or technical support analyst provide first-line support to computer users who are having difficulty with their computers. They can provide technical support for hardware, computer software or applications. Technical support usually works in call centers for computer retail companies, manufacturers and software development companies.

Technical Support job duties and responsibilities

Technical support or technical support analyst should expect to perform many different duties, such as:

  • Answer phone calls, emails and chats from customers having problems with a product.
  • Explain how to repair technical issues in a way that the customer can understand with step-by-step instructions.
  • Help customers set up computer software or run applications.
  • Find solutions for customers and recommend new products if needed.

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Technical Support Job Description Examples:

Example 1

Technical Support Specialist

Company Description:

Revolution and London Machinery Inc. represent a combined 171 years of industry and mixer-building knowledge, serving not only the United States and Canada, but globally. Our brands are industry leaders with a strong commitment to help move our industry forward with our focus on innovation and technology. We are leading the industry with digital solutions and connected technologies that help keep our mixers safe, efficient, and sustainable. That focus helps to keep our customers and their teams efficient and safe so they can focus on building our communities.

Job Description:

The Technical Support Specialist will work closely with other IT professionals to provide support to two key business areas: (1) day-to-day operations at London Machinery, Inc (London, ON) and LMI US (Rochester, MN), and (2) a major ongoing network and server infrastructure migration project.

The candidate must be a quick learner who can leverage their existing computer systems knowledge to interrogate and understand the relationships of London Machinery’s current and future software solutions to its business processes, workflows and users.

Responsibilities:

  • These duties are not meant to be all-encompassing and other duties may be assigned
  • Provide general IT support to staff and diagnose and troubleshoot technical issues as required, including remote troubleshooting for US users
  • Provide orientation and guidance to users on how to operate unfamiliar software, computer equipment and phones
  • Support onboarding and offboarding employees, including reinitializing existing workstations or setting up new ones
  • Maintain system administration policies to ensure staff have appropriate permissions and system access
  • Support ongoing network and server infrastructure migration project as directed by senior IT staff
  • Assist with requirements gathering for establishing new licensing and service agreements
  • Participate in deployment of new infrastructure and software

Minimum Qualification:

  • Diploma or degree Computer Science, Information Systems or equivalent program
  • High degree of computer literacy; ability to intuit setup and functionality of new applications
  • Familiarity with generic network and server components and their roles
  • Attention to detail, problem solving, and decision making skills

Preferred Qualifications:

  • Hands-on experience supporting users
  • Hands-on experience installing and configuring networks or servers
  • Experience working independently and taking initiative
  • Excellent written, and verbal communication
  • Experience with any of the following applications: Oracle JDE (or other equivalent ERP), SQL Server, SolidWorks, M365 including SharePoint
  • Experience in business analytics or system design

What We Offer:

  • A competitive benefit package, including RRSP contribution, dental care, disability insurance, extended health care, vision care, etc.
  • Paid Time Off (Floater Day & Vacation)
  • LMI Incentive Plan
  • Employee Assistant Program
  • Company Events
  • Opportunities for advancement

If this inspires you…let’s talk. Send us your resume today!

Equal Opportunity Employer

At London Machinery Inc., we are an equal opportunities employer, and we are committed to maintaining a welcoming, safe, and inclusive environment for every person – regardless of age, race, ethnicity, nationality, sexual orientation, gender identity and expression, religion, neurodivergence, or disability status.

Require Additional Assistance?

London Machinery Inc. is committed to fair and equitable recruiting practices. Persons with disabilities are encouraged to come forward at any stage of the recruitment process to request accommodations, if needed. Members of our team will consult and create processes that provide individuals with disabilities the best possible recruitment experience.

Job Types: Full-time, Permanent

Salary: $50,000.00-$60,000.00 per year

Benefits:
  • Casual dress
  • Company events
  • Employee assistance program
  • Extended health care
  • On-site parking
  • Vision care
Flexible Language Requirement:
  • French not required
Schedule:
  • Day shift
  • Monday to Friday
Supplemental pay pay

Work Location: In person

Example 2

As a Gatestone Team Member, You'll Enjoy

  • Performance-based bonus opportunities
  • Supportive leadership and coaches
  • Ongoing training to be the best that you can be in your job
  • Leadership development programs to prep you for career growth opportunities (Gatestone loves to promote from within)
  • Employee discounts to local stores and services
  • Extra bonus opportunities through our Employee Referral Program

What's In It For You

At Gatestone, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.

· Work from home (We will provide the necessary equipment)

· Paid, professional training provided to successful candidates

· Growth opportunities within the company and monthly performance incentives are offered

· Employee Engagement Initiatives

· Earn monthly bonuses with our employee referral program.

Our company is currently experiencing strong growth and we are recruiting dedicated individuals for full-time, permanent positions. Our employees are motivated and encouraged to perform to the best of our collection team. In addition, a job at Gatestone is a career that opens many doors for you to grow within the company.

If you are experienced in technical support or love technology then Gatestone & Co has a great opportunity for you!

This department will operate 24/7 eventually so we will be looking for candidates who have flexible availability. It will be a permanent remote job.

Accountabilities

· Provide knowledgeable technical support and troubleshooting guidance pertaining to wifi network and internet issues, cable tv, satellite TV, IPTV and home phone (not digital) services

· Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced

· Diagnose and resolve technical problems encountered by customers

· Consult internal software, tools and guides, to research customer issues and implement solutions

· Document customer records with log of problems and solutions for use by other Technical Support Representatives.

· Deliver exceptional customer experience while staying within our support scope guidelines

· Educate customers in realizing the full benefit of the clients products and services and look for opportunities to improve our business and elevate customer experiences

· Promote and sell the features, advantages, and benefits of client products and services to our customers

· Employ time management and multi-tasking skills to maintain high service levels

· Thoroughly document customer interactions and escalate potential service issues

· Identify opportunities to improve customer service levels

· Provide feedback to leadership teams to improve environment

· Various other duties as needed

Required Skills, Experience & Qualifications

· Comfortable with computer systems, networking, computer components, LAN, cable and TV setups, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with customers over the telephone. Experience and education in these areas is an asset however training is provided.

· Demonstrated customer service experience within retail, sales, or call center environments

· Exceptional customer service and communication skills

· Professional business manner

· Ability to work independently and the desire to go above and beyond while contributing to a team’s overall success

· Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations

· A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity

· Must be eligible to work in Canada

Who We Are

Have a look at some of our corporate YouTube content, and please keep in mind that these videos were captured prior to COVID-19.

  • Corporate Video: [website]
  • Employee Experience: [website]
  • Bloopers: [website]

Be a part of an Awarding Winning Company. Apply today!

We are an accessible workplace.

Individual accommodation shall be provided for applicants with disabilities who meet the required qualifications. Please advise us at any time during the recruitment process

Job Type: Permanent

#WC1

Work remotely

  • Yes

Job Types: Full-time, Permanent

Salary: From $16.00 per hour

Schedule:
  • 10 hour shift
  • 8 hour shift
  • Day shift
  • Evening shift
  • Night shift



Application question(s):
  • Do you have experience operating Location: In person
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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What does Technical Support do?

Technical support or a technical support analyst helps customers with any technical problems with their computers. Depending on the company they work for, this can be a hardware or software issue. Technical support workers also give the customers clear step-by-step instructions on how to fix the problem and make sure everything is working properly before moving on to the next customer.

Technical support or technical support analyst skills and qualifications

A successful technical support worker will have the following skills and qualifications:

  • Client services or customer service skills.
  • Excellent problem-solving skills and the ability to think on their feet.
  • Excellent oral communication skills that allow them to explain complex processes to anyone who needs help.
  • Ability to read user guides to help implement solutions to a problem.
  • Knowledge of recording and organizing a solutions log for future use or to help other technical support workers.

Technical support experience requirements

A successful candidate for a technical support position should have experience with the hardware or software being used by the company. Since they are interacting with customers they should also have experience with customer service and know how to deal with people who are upset. Coming up with solutions quickly and problem-solving experience is also an asset. Technical support employees should also be able to explain difficult concepts to anyone.

Technical Support Worker or Technical Support Analyst education and training requirements

A technical support worker or technical support analyst should have training in troubleshooting computer hardware or software programs. They will need to have the completion of a college program in computer science, computer programming or network administration. Some provinces and territories require technical support agents to have a diploma in information technology. Also, training in customer service should be provided by the company.

Technical Support salary expectation

According to Indeed Salaries, the average salary for Technical support is $55,468 per year. Salaries for technical support or technical support analyst are dependent on experience, location and company.

Job description samples for similar positions

If technical support or technical support analyst is not quite what you are looking for, check out these similar positions that can be found here.

Technical Support or Technical Support Analyst Job Description FAQs

What qualities make a good technical support worker?

A good technical support worker is someone who is very good at problem-solving and can think on their feet. They must have an expert understanding of the computer system they are supposed to be helping customers with and should be willing to look for answers if they do not know how to solve a problem. A good technical support worker also has amazing customer service skills as they need to be able to talk with customers all day.

What are the day-to-day duties of technical support?

Technical support helps customers with issues that come up while using their computer or software applications. Technical support helps people fix these issues by giving clear instructions that anyone can understand. They also keep a log of what type of support they provided customers and how they solved a problem so that they can use this as a reference for other customers with similar issues.

What should you look for in a technical support resume?

When looking at technical support or technical support analyst’s resume, you should first check what type of computer expertise they have. Some people might have more software experience, while others might be better versed in hardware. This will help you decide which resumes to take a second look at and which you can put aside.

What makes a good technical support job description?

A technical support job description will describe exactly what type of technology the employee will be helping customers with. That way, the candidates will know if they have the right type of expertise for the job before they apply. You should also describe the company and what type of working environment you have so that people deciding about applying have an idea of if they will fit in with the company. Having these extra details can go a long way in finding the best technical support candidate for your organization.

Create a culture of innovation
Download our free step-by-step guide on encouraging healthy risk-taking
Get the guide

Two chefs, one wearing a red headband, review a laptop and take notes at a wooden table in a kitchen setting.

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