Technical Support Job Description

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Table Of Contents

Learn about the important requirements, obligations, responsibilities, and skills that should be in a technical support job description.

A technical support professional is responsible for managing and maintaining IT systems. Responsibilities will include speaking with customers to help them resolve IT issues. Diagnosing, performing IT repairs, ordering parts, and following up with customers, as needed. Repairing network issues, documentation, and reporting.

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Technical Support Job Description Template

We are searching for an experienced, skilled technical support professional to join our team. This is an ideal position for an individual who has an in-depth understanding of and experience in technical support.

You should be comfortable working with people and be a self-starter. The candidate will be responsible for troubleshooting, identifying, and resolving IT issues. You should have excellent written and verbal communication skills. You’ll be required to work closely with customers to resolve IT issues, and you’ll be responsible for documenting your findings and resolutions.

Technical Support Responsibilities

  • Troubleshoot, identify, and repair IT issues

  • Speaking one-on-one with customers to resolve IT problems

  • Providing detailed instructions to customers that will have to assist in the repair of the IT issue

  • Ordering replacement parts

  • Following up with customers to ensure the problem is resolved

Technical Support Requirements 

  • Bachelor’s degree in computer science or a related field, preferred

  • Certification in Linux, Microsoft, and/or Cisco, preferred

  • Prior experience in technical support or desktop support

  • Proficiency in using Windows/Mac OS/Linux

  • Excellent communication skills

  • Strong problem-solving skills and great attention to detail

Technical Support Duties And Responsibilities

Troubleshoot, diagnose, and repair IT issues

Troubleshooting, diagnosing, and repairing IT issues. Working with customers one-on-one to identify IT issues. Providing guidance and step-by-step instructions to resolve the problem.

Performing system checks

You will also likely be responsible for performing routine checks on systems to ensure they are in good working order.

Customer service

Providing excellent customer service and using communication skills to understand the issues customers are expressing. Answer complex questions about software and hardware. Transfer customers to specialists that can help with issues outside your scope of expertise. Use a ticket system for customer follow-up.

Ordering parts and equipment

As a technical support person, you will also be in charge of placing orders for replacement parts and equipment, as needed.

Documentation and reporting

Documenting IT issues to track the number of customers helped, the kinds of IT problems reported, and the course of action taken to resolve.

Related: The Best Tech Careers

Technical Support Salary And Job Outlook

Median National Salary: $53,799/year

Education Required: Bachelor’s degree

Number of Jobs: 671,000

Job Growth 2020 – 2030: 6%

The Bottom Line

This article can serve as a guide in the creation of your technical support job description so you can write a job posting to find a technical support professional to fill your role.

Post your Technical Support job description on ZipRecruiter today! You can also post your opening on any of these top free job posting sites.