A technical support person, also known as a tech support person or IT support specialist, is responsible for providing technical assistance and support to customers or internal employees who are using hardware or software products.
Technical Support Responsibilities and Duties
Tech support job duties include tasks such as answering support calls, emails or tickets from customers or employees who are experiencing technical problems with their devices or software, troubleshooting technical issues and providing solutions over the phone or through remote access tools, and installing, configuring, and maintaining hardware and software systems, including servers, routers, switches, and applications.
Sometimes technical support also supports the following functions such as performing hardware repairs and upgrades, such as replacing hard drives or memory modules, maintaining records of technical issues and solutions for future reference, collaborating with other members of the IT team to develop and implement new technology solutions and providing training and guidance to customers or employees on how to use hardware or software products.
Must Have Certifications for Tech Support
Here are 10 popular options, in no particular order:
- CompTIA A+ Certification: This certification covers basic technical skills and is a good starting point for anyone interested in a career in IT support.
- CompTIA Network+ Certification: This certification covers networking concepts, including installation, configuration, and troubleshooting.
- CompTIA Security+ Certification: This certification covers cybersecurity topics, including network security, cryptography, and access control.
- Microsoft Certified Solutions Associate (MCSA): This certification covers various Microsoft technologies, including Windows Server, Windows Client, and Office 365.
- Cisco Certified Network Associate (CCNA): This certification covers network fundamentals, including routing, switching, and basic network security.
- ITIL Foundation Certification: This certification covers best practices for IT service management.
- Amazon Web Services (AWS) Certified Solutions Architect: This certification covers the design and deployment of scalable, fault-tolerant systems on AWS.
- Google Cloud Certified – Associate Cloud Engineer: This certification covers the foundational skills needed to work with Google Cloud Platform.
- Red Hat Certified System Administrator (RHCSA): This certification covers system administration skills on Red Hat Enterprise Linux.
- Certified Information Systems Security Professional (CISSP): This certification covers a wide range of cybersecurity topics, including risk management, security operations, and software development security.
A technical support person plays a crucial role in ensuring that technology systems are working efficiently and effectively, and by getting certified he or she shows that they are on top of their trade.