Technical Support Analyst Job Description Template
The Technical Support Analyst will provide support to customers and resolve technical issues. They will answer customer inquiries, diagnose problems, and provide solutions. They will also document procedures and escalate issues when necessary. The Technical Support Analyst must have excellent customer service skills and be able to work in a fast-paced environment.
Technical Support Analyst Job Responsibilities
- Providing technical support for computer systems and software
- Diagnosing and resolving technical problems
- Responding to queries from users
- Identifying and investigating potential issues
- Escalating issues where necessary
- Documenting procedures and troubleshooting steps
- Monitoring systems to identify issues early on
- Keeping up to date with technology changes
Objectives
- The Technical Support Analyst is responsible for providing Tier 1 and Tier 2 technical support to customers. The Technical Support Analyst will work closely with the customer to resolve technical issues in a timely and efficient manner. The Technical Support Analyst will also be responsible for creating and maintaining documentation of customer support incidents.
- The job objectives for the Technical Support Analyst are as follows:
- Provide Tier 1 and Tier 2 technical support to customers in a timely and efficient manner.
- Work closely with the customer to resolve technical issues.
- Create and maintain documentation of customer support incidents.
Technical Support Analyst Job Skills & Qualifications Needed
- A technical support analyst should have a strong working knowledge of computer hardware and software systems.
- Technical support analysts need to be able to troubleshoot technical problems and provide solutions to customers in a timely manner.
- Excellent communication skills are essential for technical support analysts, as they will need to interact with customers on a daily basis.
- Patience and customer service orientation are also important qualities for technical support analysts.