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What does a Technical Support Specialist do?

Technical support specialists provide technical support to end users using a wide variety of software and equipment. They assess company needs and support initiatives that improve the company's ability to deliver an excellent customer support experience. As a technical support specialist, you’ll operate complex technical equipment and make sure that equipment is maintained properly.

You’re also required to diagnose and fix equipment faults. In addition, tech or IT support specialists contribute to the development of protocols, standard operating procedures, and maintenance schedules.

What skills do I need to become a Technical Support Specialist?

Below are some of the skills that technical support specialists need to excel in this career path:

• Basic knowledge of Microsoft Windows Server and operating systems, including Linux, UNIX, and Windows.
• Understanding of the protocols and procedures for setting up new equipment, troubleshooting, and performing routine maintenance
• Communication skills to deliver individualized instruction and technical assistance on software usage
• Basic knowledge of system administration and computer systems design
• Exceptional critical thinking, project management, and problem-solving skills
• Understanding the fundamentals of concepts like DNS, DHCP, VLANs, and VPN
• Willingness to alternate between complex projects and routine helpdesk tasks, such as virus removal and migrations
• Extensive experience using a ticketing system and managing internal knowledge management

The mastery of the above skills will give you a greater advantage over other candidates competing for the same tech support specialist jobs on Upwork.

What are the core Technical Support Specialist job responsibilities?

The everyday job responsibilities and duties of a technical support specialist include:

• Participate in the installation, configuration, upgrade, and administration of networked servers, workstations, software, and telecommunications systems to assure continuous operations
• Troubleshoot and perform various technical computer and peripheral repair duties that involve server backup operations, identification, and replacement and repair of components
• Participate in implementing and configuring improvements to available networks that improve service, performance, and continuous operations
• Prepare procedures for restoring systems to full operation after hardware and software component failures on both production and test systems
• Update existing security software on networks and workstations, and test existing operating systems and personal computers for potential viruses and security problems
• Maintain communication between all parties engaged in technical projects and daily operations by coordinating with computer suppliers, other organizations, and related computer user groups
• Coordinate the purchase and deployment of new computer hardware
• Prepare documentation on technical support and help desk activity, summarizing the problems, solutions, and timelines
• Diagnose and resolve end users’ technical problems and provide information and status as requested
• Provide client support and technical issue resolution via email, phone, or other electronic medium
• Create backup plans for restoring services and operations following unforeseen events, like power outages or structural building failures, and participate in the design and creation of disaster recovery scenarios

Should I get a Technical Support Specialist degree or certification?

For some employers, technical support specialist education requirements may be slightly flexible if the applicant has demonstrated their ability to complete the job. That being said, a degree from college or university can help you gain knowledge that will make you more marketable.

In addition to developing your tech support skills, earning a degree or a professional certification may help you stand out:

• A Bachelor's degree in computer science, information systems, information technology, computer systems engineering, or a related field
• Globally renowned certifications, like CompTIA ITF+ and CompTIA A+
• Online courses, such as ‘Google IT Support Professional Certificate’ and ‘Technical Support Fundamentals’ by Coursera