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

*MAD Elevator is a technically progressive elevator interior and fixtures company that has been ranked among Canada's top 500 fastest growing companies for the past 8 years, best employers for recent graduates, and best places to work. We’re looking for talented and technically-minded individuals to join our team.* Want to know what it’s like to work at MAD? Visit us on Facebook ([website]) We are looking for Technical Support Specialists who meet the following criteria. *Primary Function: * Provide customers and internal staff such as Sales, Project Managers, and Mechanical Designers with technical support for MAD Elevator products such as Elevator Fixtures, Touch Screens, Digital Signage and Emergency Communication Systems. Identify recurring deficiencies and drive/assist with implementation of product and/or process improvements. The ideal candidate should be passionate about technology, possess strong customer service and problem-solving skills. You should be a self starter who can work both on your own or in a small team with minimal supervision. You take initiative to get things done and have the drive for continuous improvement. As a team player you can collaborate with your colleagues to accomplish specific tasks, and you can adapt to work in a fast pace high-volume environment. *Qualifications and Educational Requirements: * * College Diploma Electronics Engineering or equivalent experience * Must have electrical knowledge * 1 - 2 years in a technical support role is an asset * Understanding of computer networks is an asset * Experience in a manufacturing environment an asset * Excellent knowledge of MS Office software * Ability to troubleshoot customer issues and prove solutions * Ability to work autonomously * Strong communication skills, both verbal and written * Ability to take initiative and multitask in an extremely fast paced work environment Skills, and Competencies: * * Solve customer issues regarding defective products and technical issues. * Serve as the primary means of contact for staff and clients regarding technical issues and inquiries * Investigate project and product history, and execute corrective action to rectify the issue. * Assist Sales, Project Managers, and Mechanical Designers with product configuration and complex solutions * Pre-production product set up and configuration * Work proactively to update customers by reporting progress regarding outstanding queries. * When required, liaise with other departments to obtain answers to urgent or complex problems. * Make recommendations regarding technical support procedures, and other steps to reduce help calls and better ensure total customer satisfaction. * Identify the root causes of technical deficiencies and identify improvement strategies. * Proactively create procedures to prevent and reduce the severity of outages. * Work with internal staff to educate and train for continuous improvement. * Other duties as assigned. * Able to lift up to 50lbs; may work in hot areas 5%, noise 0%. * Ensure adherence to Health and Safety as well as active participation in 5S activities in work area. *This position works from our Mississauga, ON location.* *MAD offers a competitive base salary, bonus eligibility, group benefits and RRSPs. Salary will commensurate with experience.* *If you feel you are a strong fit for the role, apply with your resume.* We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, [phone number](AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process. If you require an accommodation in applying for a posting, please contact Human Resources. *Want to learn a little bit more about us? Keep reading! Or visit our website: * MAD is a joint venture between DMG - an Italian elevator fixture leader in Europe - and Mainline Elevator - a Canadian custom cab interior manufacturer. The companies initially came together in [phone number]as MAD Fixtures to advance fixture modernization in North America. The partnership grew in [phone number]forming MAD Elevator Inc. - the only one-stop shopping elevator interior package solution in North America. Headquartered in Mississauga Canada, our 80,000 sq. foot facility focuses on the efficient production of innovative fixtures and high quality elevator car interiors. Job Types: Full-time, Permanent Schedule: * Day shift * Monday to Friday Application question(s): * Do you have a College Diploma Electronics Engineering or equivalent experience? Experience: * Technical Support: 1 year (preferred)

Example 2

Since its inception in [phone number], InnovMarine has distinguished itself by the quality of its expertise and experience in the Maritime industry. InnovMarine is growing again! We're seeking additional talent to contribute their energy and enthusiasm and help progress our many projects and accelerate our growth in our chosen industry. You are passionate about the Maritime industry and understand that improving processes and productivity is essential to a competitive and sustainable shipbuilding industry. Always giving your best to customers and building and maintaining trusting relationships is what drives you. You understand that working together as a team, in collaboration with customers, will ensure they achieve their goals and position InnovMarine as trusted advisors. You are looking for place where hard work and fun go together and where you take pride in making a difference for our customers. If you recognize yourself, you are the one we want to have on our team! THE ROLE Under the supervision of the Director of Professional and Consulting Services, the Technical Support Specialist provides internal and external support thanks to its knowledge in computer and nautical languages. This position is remote. *Responsibilities* * Acts as first line technical support to customers * Ensures telephone availability to respond to internal technical issues * Respond to inquiries received on the site via Wrike, Jira and email. * Prioritizes support and improvement requests as well as license-related requests * Maintains the register of technical issues up to date * Collaborate with the development team to ensure continuous improvement * Create and adjust procedures and documentation related to the field of support * Support the sales team with its technical expertise *Qualifications AND Competencies* * Technical degree in Marine Engineering, Computer Science or equivalent * Minimum 2 years of experience in a similar role * Knowledge of the shipbuilding * Great knowledge of computer assisted design application program (an asset) * Software CMPIQ (an asset) *Relationship Skills* * Excellent communication and ability to explain complex concepts simply * Ability to seek information * Ability to collaborate with different departments * Excellent sense of customer service (internal and external) * Excellent knowledge of SSI * Great resourcefulness *Operational Skills* * Problems solving * Autonomy * Work organization * Pro-active * Speed of action * Good computer knowledge * Good knowledge of nautical terminology (an asset) *Languages* * English * French is an asset Job Types: Full-time, Permanent Salary: From $55,000.00 per year Additional pay: * Overtime pay Benefits: * Casual dress * Company events * Dental care * Disability insurance * Employee assistance program * Extended health care * Flexible schedule * Life insurance * Paid time off * RRSP match * Vision care * Work from home Schedule: * Monday to Friday Application question(s): * Are you located in Canada with valid work authorization? Education: * DCS / DEC (required) Experience: * related: 2 years (required) Work remotely: * Yes

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.

 

What qualities make a good Technical Support Specialist?

A strong candidate for the Technical Support Specialist position will have excellent interpersonal qualities. In order to best help clients in tech support, candidates must be patient, good listeners, and deeply analytical. A good Technical Support Specialist should be a natural problem-solver, with an ability to guide customers through the troubleshooting steps necessary to resolve any issues.

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