What does a Lead Technical Support Specialist do?
A Technical Support Specialist is hired by a company to oversee and maintain their computer hardware and software systems. Their skills are an asset to the company, as they aid in resolving technical issues concerning customer's accounts or company software infrastructure. A Technical Support Specialist will also support computer software integration by diagnosing and troubleshooting common problems. Employees holding this job title generally begin in IT or IT Assistant roles.
A high school diploma is required with bachelor's degree in Computer Science or closely related degree being strongly preferred. Many companies also require certification in industry-specific networks or operating systems. Individuals with a strong customer service background and a positive outlook on problem-solving tend to excel in the position of a Technical Support Specialist.
- Install and configure computer systems and applications within the company
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Actively update, maintain and monitor all aspects of computer networks
- Resolve technical issues related to network interruptions
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
- Maintain a working log detailed all required system updates, as well as the date of completion
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- A bachelor's degree in computer science or related technology field is preferred
- Industry-specific certification in relevant computer languages or software may be required
- 1-3 years of relevant experience in a customer focused position involving technical knowledge of a companies' products and services
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
- Accept constructive criticism and customer feedback regarding their experience with software or IT services
- Extensive experience working with different operating systems including Windows and Mac OS
- Professional written and interpersonal skills are essential when communicating with customers and clients
- Ability to prioritize and manage several milestones and projects efficiently
Lead Technical Support Specialist Salaries
Average Base Pay
Lead Technical Support Specialist Career Path
Learn how to become a Lead Technical Support Specialist, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Average Years of Experience
Lead Technical Support Specialist Insights
“The location of the job was good and my colleagues were great to work with.”
“I was a mechanical engineering intern and learned a TON and pay was great!!”
“Adaptation to digital tools and new procedures is very slow and there is no career path.”
“You get to know a lot about Vietnamese culture and its people which frankly are amazing.”
“Collabera offered me a great opportunity to start my career and i consider myself fortunate.”
“Philip is a great boss and the job can be as challenging as you want to make it.”
“Everyone I deal with has a great attitude and are very professional to work with.”
“I strongly believe Prometheus is a great company to start developing a professional career and I would definitely recommend it.”
Lead Technical Support Specialist Interviews
Frequently asked questions about the role and responsibilities of technical support specialists
The typical day of a technical support specialist involves assisting customers with software or hardware issues. This may include walking customers through installation procedures, troubleshooting problems, or resolving issues by taking remote control of the individual's computer. Technical support specialists may also provide product recommendations.
One advantage of becoming a technical support specialist is that you can find a lot of variety in your career options. Some may work in-house with a particular company while others travel to customers' homes to assist with their issues. Technical support specialists may also work remotely from home, which can provide great work-life balance.
There are some challenging aspects about being a technical support specialist. One difficult part is encountering difficult clients or problems that strain your customer service skills. Working as a technical support specialist, you must also stay up to date with the latest developments in programs, hardware, and technology.