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Technical Support Specialist Job Description: Top Duties and Requirements

A Technical Support Specialist, or a Help Desk Technician, is an individual who helps customers or fellow employees understand how to use software or devices They are responsible for diagnosing technical issues, providing the necessary support to fix the problem, and providing user instructions by email, phone or virtually.

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Technical Support Specialist duties and responsibilities

A strong Technical Support Specialist will be able to solve technological problems on a daily basis. Some of the main duties and responsibilities a Technical Support Specialist may perform include:

  • Communicate with clients to diagnose technical issues
  • Provide step-by-step instructions to fix technological issues
  • Provide backup solutions whenever necessary
  • Provide training sessions for new hardware or software products
  • Access instruction manuals to help users utilize their software or hardware properly
  • Keep detailed logs of client problems, solutions, and customer satisfaction
  • Provide instructions in simple terms
  • Work together with other Technical Support Specialists to find solutions to more complex issues.
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Technical Support Specialist Job Description Examples:

Example 1

About Us: Maple Armor Group is at the forefront of innovation in the fire alarm industry. We provide cutting-edge fire safety solutions that save lives and protect properties. We are currently seeking a Technical Support Specialist with a strong understanding of our products to join our dynamic team.

Position Overview: The Technical Support Specialist will ensure proper start-up, commissioning, and ongoing support for ?re alarm systems, including product training, quality assurance, and collaboration with Project Managers, Engineers, and Electricians.

Responsibilities:

  • Project Commissioning: Perform start-ups, program, download application software, and calibrate software/hardware for proper equipment and system operation.
  • Product Training: Provide training in technology, products, and procedures to customers, engineers, and other stakeholders.
  • Quality Assurance: Conduct thorough quality checks to ensure product integrity and adherence to standards.
  • System Testing: Perform on-site testing, point-to-point checkout, and validate the operation.
  • Documentation: Maintain working as-built project drawings/documentation, archive project user ?les, and execute warranty-related service calls.
  • Coordination: Collaborate with estimators and installation electricians to ensure projects are completed on time and per code, standards, and contract requirements.
  • On-Call Service: Provide on-call service and scheduled service work on ?re alarm systems.

    Qualifications:

  • 3-5 years of experience in the ?re alarm industry, including programming, commissioning, training, ?eld services, and troubleshooting.
  • In-depth knowledge of various fire alarm products and their functionalities.
  • Ability to interpret drawings, assist with design/estimation, and implement projects.
  • Exceptional problem-solving skills, with a history of diagnosing and resolving system issues efficiently
  • A valid and clean �G� driver's license is required.
  • Proficient in Microsoft O?ce.
  • Bachelor's degree or equivalent experience is preferred.
  • A technical degree or relevant certifications would be an asset.

    What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for continuous learning and professional growth within the industry.
  • A collaborative and innovative work environment.

    How to Apply: Interested candidates may send their resume and cover letter to [website] with "Technical Support Specialist - Fire Alarm Systems" in the subject line.

    Maple Armor Group is an equal-opportunity employer. All qualified individuals are encouraged to apply. Only those selected for an interview will be contacted.

    Job Type: Full-time

    Salary: $15.50-$23.39 per hour

    Benefits:
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care
    Flexible Language Requirement:
  • French not required
    Schedule:
  • Monday to Friday
    Supplemental pay types:
  • Overtime pay



    Education:
  • Bachelor's Degree Location: In person

    • Example 2

    CRDS currently has an opportunity for a Technical Support Specialist to join our team. Reporting to the Service Manager, the Support specialist is responsible for a wide variety of IT and helpdesk support services to our clients, including troubleshooting, diagnosing and supporting systems.

    Responsibilities and Duties

    Basic Functions

  • Investigate, troubleshoot, and resolve technical issues that customers are experiencing.

  • Provide professional, and pleasant customer service and support over the phone, through emails, or in person.

  • Manage and monitor (remote) system alerts, notifications, and respond to service tickets.

  • Communicate with customers, and keep them informed of incident progress, impending changes, and agreed outages.

    Requirements:

  • Minimum 2 years of directly related work experience

  • Recent graduates with a great attitude and technical know-how will be considered

  • IT certifications are an asset

  • Experience with installing, configuring and administering Windows Server 2008/2012 (AD, DNS, DHCP, etc.)

  • Experience with LAN/WAN configuration and troubleshooting

  • Experience with backup and disaster recovery solutions

  • Experience with VMware, and Microsoft Hyper-V

  • Experience with Office 365

  • Excellent Communication skills

  • Valid Work Permit

  • Valid Driver�s license

    Compensation and Benefits:

  • Salary based on experience and qualifications.

  • Extended health care provided after probationary period of 3 months.

  • Fun working environment and culture.

    Job Types: Full-time, Permanent

    Benefits:
  • Extended health care



    Ability to commute/relocate:
  • Richmond, BC: reliably commute or plan to relocate before starting work (required)

    Language:
  • English (required)

    Licence/Certification:
  • Driving Licence Location: In person

    • Example 3

    Based in Canada, UEAT creates innovative online ordering solutions to help restaurant chains and independents across North America increase the overall lifetime value of their customers as well as their profit margins thanks to a range of online ordering and payment solutions based on artificial intelligence that personalizes each customer experience. In October 2021, UEAT became an independent subsidiary of Moneris. Moneris is Canada's largest financial technology company serving over 350,000 merchant locations processing more than 1.9 billion transactions worldwide.

    Lover of good food? Brilliant! Are you hungry for challenges? Even better. Are you recognized for your performance in your field of expertise? Do you want to take part in an adventure bigger than you? Welcome to the UEAT family!

    Responsibilities
  • Deliver human first-line response to restaurants, answering questions, resolving support tickets, escalating issues when required.
  • Learn and retain detailed product knowledge and internal troubleshooting processes.
  • Collaborate in a team player environment work frictionlessly with remote-based colleagues and internal teams.
  • Promote impeccable customer service and strong attention to detail;
  • Prioritize your requests, multi-tasking as part of a remote-based call center.
  • Demonstrate autonomy, discipline, rigor, and organizational skills
  • Review and update internal wiki documentation and training materials.
  • Thrive within a start-up model, comfortably navigating grey areas while working to develop and grow as part of our global team.
  • Full-time position, monthly schedule covering restaurant�s peak demands, nights, weekends, and rotating holiday schedule.

    Qualifications (prerequisites)
  • Be passionate, ambitious, and ready to learn.
  • Demonstrate excellent (written and verbal) communication skills in French, English, and a blend of bi-bilingualism.
  • Must be comfortable and clearly communicate (phone or email) with either language using translation tools if necessary.
  • Possess a technical education (diploma or DEC) and/or 3 years of relevant experience in software training, software support, or remote helpdesk technical support of IT networks.
  • Prior experience in restaurant operations or hospitality management is a plus.

    Profile
  • Provide impeccable customer service;
  • Manage priorities well;
  • Be a dedicated and collaborative team player;
  • Be passionate about new technologies and customer service;
  • Demonstrate autonomy, discipline, rigor and organization;
  • Work well under pressure.

    Why join UEAT?
  • Participating in the growth and success of a Quebec company that will conquer the world by helping restaurateurs;
  • Accelerating your career (enjoy a rewarding career path, self-improvement, continuing education, and opportunity for advancement);
  • Enjoying a work/life balance (group insurance, flexible schedule, ability to work both in the office and at home);
  • Being part of a close-knit team that�s like a family (we�re always open to new ideas and activities for our social events);
  • Being in the coolest offices in Quebec City (open-plan office space, onsite exercise room, games room, massage therapy room, etc.).

    Job Types: Full-time, Permanent

    Benefits:
  • Casual dress
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Flextime
  • Life insurance
  • On-site gym
  • On-site parking
  • Wellness program
  • Work from home
    Schedule:
  • 8 hour shift

    Experience:
  • technical support specialist: 2 years (required)

    Language:
  • French Location: Remote

    • Example 4

    About Beckhoff:

    Beckhoff Automation is a fast-growing manufacturer of industrial automation solutions, specializing in PC-based controls. The company generated revenues of 1.182 billion euros globally during fiscal year 2021. Our product range covers industrial PCs, I/O and fieldbus components, drive technology, industrial automation software as well as control cabinet-free automation. Product ranges that can be used as separate components or integrated into a complete and mutually compatible control system are available for all sectors. With representation in more than 75 countries, Beckhoff is well positioned to provide outstanding global sales support and service to its customers.

    About the Job:

    Beckhoff Automation Canada has an exciting opportunity to join our Technical Support team. In this role you learn about Beckhoff�s wide variety of cutting-edge products and technologies. You will also have opportunities to learn from highly experienced and educated automation specialistsand explore everything the automation industry has to offer. The ideal candidate will have passion for technology and continuous learning.

    Responsibilities:

    � respond to customer technical inquiries efficiently, professionally and with confidence

    � develop professional automation system ations by understanding and interpreting customer technical requirements in coordination with internal resources e.g., Sales, Application Engineering and Product Specialists

    � provide first-line technical support for Beckhoff�s PC-based control technology including TwinCAT 3 software, system hardware and advanced motion control systems

    � prioritize incoming requests, escalate problems when required or appropriate

    � build and maintain a high level of knowledge of Beckhoff Automation products and related technologies

    � participate in on-call support on rotation to triage and troubleshoot after hours service requests

    � other duties and special projects as assigned

    Qualifications:

  • Bachelor or Technologist degree in Engineering or related technical field; or equivalent combination of education and experience. Recent graduates welcome.
  • Bilingual (French and English)
  • an understanding of industrial automation hardware and software
  • self-starter with a results driven personality
  • strong analytical and reasoning skills
  • ability to work in a high stress environment while maintaining professionalism
  • excellent written and oral communication skills with the ability to present to customers and/or departmental meetings

    Benefits:

  • exciting tasks in an international environment at the technology leader in industrial automation
  • a future-proof job with an economically sound global player
  • all advantages of an owner-managed family company
  • freedom for personal expansion and professional development

    Job Types: Full-time, Permanent

    Schedule:
  • 8 hour Location: One location

    • Example 5

    RYCOM is a trusted leader in Smart Tech solutions for public and private sector real estate, properties, and portfolios for over 20 years. The RYCOM team develops, delivers, and supports the innovative strategy and the integrated layers of technology required to create Smart Buildings today that meet the demands of the future. By staying at the forefront of technology solutions, utilizing best-in-class support models, and delivering quality services with the highest level of care and support, RYCOM simplifies technology for clients so they can focus on their core business while achieving operational, environmental, and measurable results.

    *Reasons to Join RYCOM

  • A team driven by passion and a culture where people make a difference because we believe that every voice counts
  • An entrepreneurial environment
  • Opportunity to learn different parts of the business
  • Employee Health and Wellness Program
  • New State of the Art Facility (opening March 2022)
  • Team fundraisers
  • Comprehensive benefits program
  • RRSP matching
  • Employee training
  • Compensation based on experience
  • 3 weeks paid vacation to start

    We currently have an opportunity for a dynamic individual to join us as a Monitoring Support Analyst as we expand our team and suite of services. The ideal candidate will be someone who is always pushing the limits of their capabilities, growing their skill set, and expanding and evolving both the team and the environment around them. A sense of humour is mandatory.

    JOB Description:

  • Montreal Operation Centre Open 7/24 hours 365 days.
  • Level 1 Network Support Analyst
  • Monitor networks, device status, analyze trends, threat detection & routine performance verifications.
  • Effectively resolve incidents within the required SLA�s
  • Provide timely response to all incidents, outages and requests to customers and service providers
  • Follow Incident Response and Escalation procedures accurately and quickly.
  • Maintain knowledge of new customer technologies, devices and procedures.
  • Basic switch configurations
  • Initial point of contact for customers and internal users.
  • Able to multitask and prioritize incidents based on operational impact.
  • Accurately record problem details using a ticketing system(s).
  • Prepare and maintain technical documentation, procedures and diagrams

    JOB Requirements:

  • Fully bilingual, written and spoken (English and French)
  • Educational level: DEP/DEC/BAC Computer Science or equivalent
  • Certifications (ITIL, CCNA)
  • 7/24/365 shift rotation with other team members (includes evenings, weekends and holidays)
  • Strong analytical, documentation and communication skills are necessary
  • Knowledge in Routing and Switching
  • Knowledge in Network Security & Cyber Security
  • Familiarity with security tools, techniques, and concepts
  • Excellent communications and interpersonal skills are essential

    Experience:

  • Network System Administration
  • Previous NOC/SOC Support
  • Customer Service experience (3+ years)
  • 2 years+ experience in IT Operations/technical support role
  • Knowledge of network routing and switching technologies and protocols
  • Experience with various equipment, including routers, switches, and firewalls

    Vaccination Policy

    The health and safety of our employees is a RYCOM priority. Candidates are required to be fully vaccinated. Medical exemptions may be accommodated upon request.

    COVID-19 Precautions:

  • Personal protective equipment provided or required
  • Social distancing guidelines in place
  • Virtual meetings
  • Sanitizing, disinfecting, and cleaning procedures in place

    *RYCOM welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.*

    Job Types: Full-time, Permanent

    Benefits:
  • Casual dress
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care
  • Wellness program

    Application question(s):
  • Are you able to work all shifts including days, evenings, nights and holidays?
  • This position is based in our Montreal office. Are you able to work - French/English (required)

    • Example 6

    Provide customer support via telephone and/or internet (e.g. instant message, email.) Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. Perform administrative duties, as required.

    This role is responsible for developing customer satisfaction and loyalty by resolving a wide variety of customer problems or customer education inquiries, verbally or in writing. This role shares the responsibility with the Sales & Marketing teams of meeting the company�s sales objectives.

    Essential Duties and Responsibilities
  • Provide basic customer support by phone, email or instant message.
  • Process customer orders or changes of address and assist customers with billing issues or questions in a timely manner.
  • Serve as a primary contact for inbound customer issues, resolving service and product issues.
  • Provide Tier II level product support. Escalate more technical product-related issues to the proper Product Support Department.
  • Track and document inbound support requests and ensure proper notation of customer problems or issues.
  • Verify and update customer information insuring accurate entry of contact information.
  • Perform direct customer, dealer and service center technical and customer support via telephone, email and/or other communication method.
  • Resolve basic technical and billing issues within a defined process.
  • Document results of customer contact.
  • Track and process incoming and outgoing warranty and non-warranty products.
  • Provide and document suggestions for continued improvements to internal systems and products to ensure product quality and best business practices.
  • Prepare and present training materials.
  • Participate in training functions as requested by the Sr. Global Customer Care Manager (travel less than 10%).
  • Maintain current understanding of the company�s products and the customers� experience with those products.
  • Other related duties as assigned.

    Supervisory Responsibilities

    This position does not supervise direct reports.

    Competencies

    Qualifications

    Education and/or Experience
  • An Associate�s degree or comparable hydraulic and/or mechanical experience preferred.
  • Minimum two years� experience in a product support, repair or troubleshooting capacity preferred.

    Problem Solving

    The individual selects from among clear and simple choices based upon previously defined procedures and practices. Established routines and standing instructions vary sufficiently so as to represent somewhat diversified procedures and precedents. While the tasks to be undertaken are proceduralized or have specific precedents established, latitude is permitted because of changing conditions to consider the most appropriate procedure or precedent to follow. However, situations can generally be resolved by making discriminating choices among learned things.

    Computer Skills

    To perform this job successfully, an individual should have knowledge of:
  • Proficient skill level in Microsoft Office Suite � Word, Outlook, PowerPoint and Excel.
  • Ability to learn ERP system utilized by Company.
  • Internet search processes and research abilities.

    Certificates, Licenses, Registrations
  • Valid driver�s license

    Other Skills and Abilities

    Language Skills

    Average verbal and written communication skills. Ability to read and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the company.

    *Other Qualifications
  • GPS experience or product knowledge highly desirable
  • Basic electronics knowledge
  • Planning, time management, communication, decision-making and organizational skills.
  • Agriculture experience preferred

    Job Type: Full-time

    Pay: $45,000.00-$50,000.00 per year

    Additional pay:
  • Bonus pay
    Benefits:
  • Dental care
  • Employee assistance program
  • Life insurance
  • Paid time off
  • Tuition reimbursement
  • Vision care
    Schedule:
  • 8 hour shift

    Experience:
  • Customer service: 1 year 1 year (required)

    • Example 7

    Job Title: Technical Support Specialist (Bilingual)

    Location: Richmond Hill, Ontario

    Employment Type: Full-Time, Permanent

    Job Description:

    We are looking for a highly motivated BilingualTechnical Support Specialist to join our talented team. The Bilingual Technical Support Specialist is responsible to provide technical support and service for both internal employees and external customers on their technical needs. As Technical Support Specialist you are passionate about following up as required with customers to ensure problems were resolved and/or recommend further action to ensure customer satisfaction. You also thrive in ambiguous situations, with the ability to be a self-starter and find solutions with/without guidance.

    Duties / Responsibilities:

    � Provide direct technical web and telephone support to TP-LINK customers
  • Basic troubleshooting on the full range of Networking products
  • Collection and analysis of customer network information and Recommend corrective actions based on analysis
  • Provide customer education where needed due to gaps in networking, product knowledge etc.
  • Consultation of technical documentation, bulletins, and release notes for known problems
  • Follow up on technical cases including proper escalation and management of the case until case closure.
  • Manage customer communications and expectations until the closure of each case

    Qualifications:
  • Experience in a technical support role in a networking/security company or equivalent education
  • Strong understanding of SOHO and SMB networking products
  • Strong troubleshooting and problem-solving skills
  • Previous call center experience, preferably supporting data networking products is desirable.
  • Strong French and English skills both written and verbal
  • Fundamental knowledge of TCP/IP networks (DNS, DHCP, VPN)
  • Strong understanding of WiFi technologies and peripherals (AP, Wireless controllers, range extenders, Mesh)

    Additional Information:

    � This is a full-time job position

    Application:Email your resume to apply.

    TP-Link Canada Inc. is an equal opportunity employer.

    While we sincerely thank all applicants for their interest, only those who are selected for an interview will be contacted.

    All personal data being collected will be treated in strict confidence and used for recruitment purposes only.

    Job Types: Full-time, Permanent

    Benefits:
  • Extended health to Friday

    • Example 8

    NTI Boilers Inc. is part of the Ariston Group, a global leader in renewable and high-efficiency solutions for water and space heating, components, and burners, and it demonstrates its commitment to sustainability through the development of products such as heat pumps, water heater heat pump, hybrid solutions and solar thermal systems. Ariston Group has 7,400 employees, representative offices in 42 countries, 23 production sites and 25 research and development centers in 4 continents. In 2020, the Group reported a turnover of 1.7 billion euros and sales of 7.5 million products in about 150 countries around the world.

    NTI Boilers Inc. is a manufacturer of residential and commercial heating equipment founded in Saint John, New Brunswick, Canada. With over 50 years in business, NTI has found success across North America, and is continuing to expand.

    We pride ourselves in supporting our customers when needed and strive to deliver excellent customer service.

    We are currently recruiting 3 Technical Support Specialists

    Responsibilities:
  • Provide customer support for technical heating system issues to clients via email and telephone.
  • Diagnose and resolve product technical issues for customers.
  • Provide technical expertise and troubleshooting to field technicians to help resolve heating equipment issues.
  • Consistently deliver high-quality customer service to our clients.
  • Assist engineering in the product development cycle.
  • Assist with the product warranty processes.
  • Assist with technical writing, issuing technical bulletins and product manual updates.
  • Perform other duties as required.

    Qualifications:
  • Strong interpersonal communication skills
  • Great attitude
  • Team player
  • Technical and/or mechanical inclined and interested
  • Speaking multiple languages is considered an asset
  • Previous experience in customer service or in a call centre is considered an asset
  • Interested in continuous learning
  • Ability to listen effectively and respond professionally
  • Speaking multiple languages is considered an asset

    Work Environment: At NTI you�ll enjoy a relaxed, yet professional work environment. With our casual dress code and welcoming employees, you�ll fit in immediately as our workplace and employees are very welcoming. We encourage and welcome individuality.

    *INTI Boilers Inc. is proud to offer a flexible and comfortable work environment along with a competitive compensation and benefits package. If you are interested in the above opportunity, and possess the required qualifications please apply no later than midnight May 20th, 2022.

    *International applicants must have a valid Canadian work permit*

    Job Types: Full-time, Permanent

    Salary: $18.00-$22.00 per hour

    Additional pay:
  • Overtime pay
    Benefits:
  • Casual dress
  • Company events
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care
    Schedule:
  • 10 hour shift
  • 8 hour shift
  • Day shift
  • Evening shift
  • Night shift

    Application deadline: start date: 2022-05-30

    • What does a Technical Support Specialist do?

    A Technical Support Specialist is responsible for ensuring tech support is provided to set up or troubleshoot hardware or software. They should be able to understand and explain all instructions found in the user manual. They must also be able to diagnose issues over the phone or by email, and provide necessary feedback to aid the end user in rectifying technological problems.

    Technical Support Specialist skills and qualifications

    A Technical Support Specialist must work with each client to find the appropriate solution to their technical issue. A successful candidate can perform their daily duties best with the following skills and qualifications:

    • In-depth knowledge of a wide range of software and hardware products
    • Strong analytical skills
    • Strong problem-solving skills
    • Excellent communication skills, both written and orally
    • Excellent customer service skills
    • Strong organizational skills
    • Excellent time management skills
    • Flexibility

    Technical Support Specialist experience requirements

    A successful Technical Support Specialist candidate will be extremely tech-savvy. They should have experience in computer and information systems, and experience in customer service management. Experience in teaching or training students in tech is considered a strong asset for any candidate. The most successful candidates will also have experience in building or developing new software applications or hardware.

    Technical Support Specialist education and training requirements

    A Technical Support Specialist will usually have a college diploma in computer science, computer programming, network administration, or a related field. In some provinces, candidates must also have certification from the regulatory body of that province. Ontario residents must have an Information Technology certificate from the Ontario College of Trades. Yukon residents must have an Elevator and Fixed Conveyances certificate from Yukon Apprentices and Trades Schools.

    Some positions may also require additional, specialized certification or training courses. All candidates must have completed these courses to be considered.

    Technical Support Specialist salary expectations

    According to Indeed Salaries, the average Technical Support Specialist salary in Canada is $21.84 per hour. Pay will vary by location, experience, and type of industry.

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    Technical Support Specialist job description FAQs

    Who does a Technical Support Specialist report to?

    A Technical Support Specialist reports to a Technical Support Supervisor or Manager. This individual is responsible for overseeing the day-to-day duties of the entire Technical Support team. In some cases, a Technical Support Specialist may report to the IT team or the IT Manager or Supervisor.

    What is the difference between a Technical Support Specialist and a Help Desk Clerk?

    A Technical Support Specialist has in-depth knowledge of software and hardware products. They can help resolve complex issues with clients directly and have specific training or understanding of the company’s products. A Help Desk Clerk can resolve many issues but directs consumers to the right Technical Support Specialist to handle their individual problems in cases when the troubleshooting is more complex.

    How can you make your Technical Support Specialist job description stand out?

    To engage top candidates, a Technical Support Specialist job description should clearly state all necessary requirements, from education to experience. Applicants should be able to see what type of technical knowledge is needed for the job like hardware knowledge, software knowledge, or a combination of both. In addition, the mention of a competitive salary and other employee benefits can help attract strong candidates.

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    Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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