Lead of Technical Support Career Path
How To Become a Technical Support SpecialistCompanies hire technical support specialists to maintain and oversee the software and hardware of their computer systems. A technical support specialist helps organizations resolve technical issues associated with client accounts or the software infrastructure of the company, so if enjoy resolving technical issues, this job might be right for you. Here are four steps to help you become a technical support specialist.
Obtain your education.
The minimum education needed to become a technical support specialist is a high school diploma or GED. You'll also likely be required to complete a computer training program. Some employers may also look for candidates with a bachelor's degree in a related field, such as computer science or information systems. Employers often prefer to hire employees who have some formal education. Some employers will also accept a candidate with an associate degree in a similar field or someone who pursued related courses in high school.
Earn your certifications.
There are several certifications available to technical support specialists, including:
- CompTIA A+: This verifies that you understand the foundational skills necessary to work in the IT field and is often required by employers.
- CompTIA Network+: This certification will affirm that you have the skills needed to configure, design, troubleshoot, and manage wired and wireless devices on a network.
- CompTIA Security+: This certification will confirm that you have the necessary basic skills for threat management, risk management, risk mitigation, and intrusion detection.
Gain real-life experience.
Most employers require some sort of experience when hiring technical support specialists. They may consider education you've earned as experience, such as the technical classes you took while earning an associate or bachelor's degree, or they may want you to have relevant experience in a technical position. To be successful at your job, you may also benefit from mastering skills like:
- Customer service.
- Attention to detail.
You can learn these skills while gaining the real-world experience you'll need to qualify for a position as a technical support specialist. You can list any experience on your resume to show that you have the skills necessary for the job.
Apply for jobs.
After you've obtained any necessary experience, certifications, and education, you're ready to begin applying for jobs as a technical support specialist. Your responsibilities will likely include some, if not all, of the following:
- Be able to walk customers through the installation process of software and launch the programs for the first time.
- Help with troubleshooting software problems and be able to provide tips that solve the issues.
- Send documentation to end users and customers.
- Make hardware change recommendations to customers and employees when the current computer cannot support a particular software.
- Know when it's necessary to refer complex issues to a senior analyst or support technician.
- Know how and when it's necessary to take control of a customer's computer to resolve issues remotely.
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Lead of Technical Support Career Path
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