It is so frustrating when your computer “freezes” or, worse yet, when it shuts down while you’re in the middle of an important project. That’s when a technical support specialist is needed. It’s his or her job to help people who are experiencing technical, hardware or software issues with their computers or other electronic devices. You call your company’s technical support specialist to troubleshoot and, hopefully, resolve your issue.
That’s an overview of the general job of a technical support specialist. However, these are five job responsibilities of a technical support specialist that you may not be aware of.
1. Takes remote control over customers’ computers
Most often, a technical support specialist can walk a customer through steps necessary to remedy the problem, install software on the computer and start a program for the first time via the phone. He or she can also help troubleshoot issues a customer may face while using a software program and recommend tips to remedy the situation. If that doesn’t work – or if the customer just doesn’t understand – the tech support specialist may need to take over the computer remotely and perform the necessary steps to resolve the issue.
2. Trains customers on how to use hardware and software
Some companies assign their technical support specialist with writing operating instructions and training employees on the software or hardware needed to perform their jobs. When the customers learn how to use equipment properly, it protects and preserves both the hardware and software.
3. Maintains and upgrades network systems
A technical support specialist keeps a company’s network systems up to date by upgrading components as needed. He or she also gathers and records data to ensure that the system is working efficiently, studying workload and the network’s capacity. When the tech support specialist conducts a cost analysis, he or she lets the company know what to expect when upgrading or purchasing new hardware or software.
4. Tests software and hardware
Even with new equipment or software, there can be issues or incompatibility with existing programs and hardware. A technical support specialist is often tasked with the duty of testing for compatibility and computer components. This is also a way to confirm program objectives and specifications, make certain they operate in accordance with established standards and improve existing programs. If there is an inconsistency or issue, the tech support specialist can recommend changes or make modifications.
5. Oversees and administers data
The security of client, employee and internal corporate information is of prime importance to any organization. The technical support specialist may be in charge of overseeing the company’s data, maintaining passwords, backing up and securing databases, and restoring files when necessary. It’s important that he or she remains professional to protect the confidentiality of the company’s information.
The skills needed for the job
It goes without saying that anyone who plans to work as a technical support specialist should have an interest in computers and be technically adept. However, there are additional traits that employers look for when hiring technical support specialists:
- Excellent communication skills
- Ability to make technical information and instructions user-friendly
- Strong customer service standards
- Ability to multitask
- Analytical ability
- Above-average problem-solving abilities
- Software maintenance and testing
- Knowledge of database performance
How to become a technical support specialist
Computers play important roles in everyday life, and that means that they constantly need upgrading and maintenance. That’s why technical support specialists are in such demand. MTI’s Technical Support Specialist diploma program teaches you the competencies needed to earn a globally recognized CompTIA A+ certification, an essential starting point for an exciting career in IT.
MTI’s program provides you with hands-on education and a foundation in common hardware and software technologies, giving you skills to support the complex IT infrastructures present in most industries.
You’ll learn to:
- Install, configure, upgrade and restore PCs
- Identify security breaches
- Help end users connect their computers so they can work from multiple locations
- Configure and service mobile devices
- Evaluate and choose hardware components to customize systems
- Troubleshoot and solve computer problems
- Understand the ins and outs of multiple operating systems
According to the Bureau of Labor Statistics, job opportunities in computer and information technology fields are growing faster than those in any other field. Studying at MTI gives you valuable hands-on experience and a working knowledge of most types of computer hardware and many applications. MTI trains you to service and maintain computer systems and networks for small businesses and large corporations. Once you receive your MTI diploma and earn CompTIA A+ certification, you will be qualified for an entry-level position as a technical support specialist.
Get the skills and certification you need from MTI College, and you can help customers resolve their computer hardware and software issues.