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Technical Support

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About Job Titles and the hierarchy within corporate structures and in the respective IT Departments.
Each company will call the various IT positions by other names since each company’s structure will be different from one another. This will partially depend on the size of each company, the job descriptions and who the IT professionals work for and under.

Technical Support

(Technical Support Manager) (Desktop Support Analyst) (Help Desk (Levels 1, 2 and 3)) (Systems Administrator) (Instructor/Trainer)

Some of the Job titles for Technical Support include: Manager, Desktop Support Analyst, Help Desk Tiers 1, 2 and 3, Systems Administrator, Instructor/Trainer. Hardware and software technical support has become a large part of the cost of IT. The candidates need to have excellent problem-solving, communication and interpersonal skills. They have to have a customer-friendly personality and a positive/patient ability to work on a team. In addition, the candidates need to have a strong understanding of the various hardware, software and networking systems being supported. As demand continues to grow for those skilled in supporting and training both internal and external customers, the increased end-user technical support is a key factor influencing hiring decisions.

Technical Support Manager
The Technical Support Manager will need to have at least 5 years of operational and support experience and 3 or more years of managerial experience related to software and hardware related technical support.

Desktop Support Analyst
This job will also require extensive experience with various operating systems and network connectivity.

Help Desk (Levels 1, 2 and 3)
They will have to have a dynamic understanding of the software and hardware they are supporting. Education and certification requirements will depend on the level of the Help Desk position they are looking at.

Systems Administrator
They may be required to have a bachelor’s degree or an associate’s degree with technical training certificates. They will need to have at least 3 to 5 years of experience with software and hardware that the company is supporting.

Instructor/Trainer
Certifications are always a plus as employers look to hire a trainer that the students will respect and value during the learning process.