Support Technician Job Description
Support Technician Duties & Responsibilities
To write an effective support technician job description, begin by listing detailed duties, responsibilities and expectations. We have included support technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Support Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Technician
List any licenses or certifications required by the position: ITIL, PC, CCNA, MCP, TIA, MCITP, MCSE, OSX, MCDST, PBX
Education for Support Technician
Typically a job would require a certain level of education.
Employers hiring for the support technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Computer Science, Technical, Education, Associates, Computer, Supervision, Communication, Technology, General Education, Information Technology
Skills for Support Technician
Desired skills for support technician include:
Desired experience for support technician includes:
Support Technician Examples
Support Technician Job Description
- Working in elevated areas
- Frequent use of portable ladders
- Maintaining the grounds of the plant site
- Painting and raking of plant properties
- Occasionally create or update department procedures to ensure accuracy
- Issue Safe Work Permit
- Lock and tag out equipment
- Other general labor duties as assigned
- Unload material received from vendors and transfers between Kingbird, Building 1 and Building 2 warehouses
- Move inventory from the receiving areas to bar-coded identified storage locations within the warehouse
- Ability to follow up on assignments from senior member of the team and complete tasks in a timely manner
- Macintosh experience including expert level support of Mac computers, IPhone, iPad
- Exeperience with Mac OS X (10.6 through 10.9), knowledge of SMB and CIFS protocol
- Bachelor’s Degree or Associate of Science degree in Information Systems/Computer Science or a closely related field preferred
- Support of Audio View equipment and VOIP Phone systems
- Self motivated and the ability to work independently with minimal supervision
Support Technician Job Description
- Complete daily timecards thoroughly and accurately
- Learn to document steps accurately and legibly
- Perform any other duties as required by the supervisor or lead persons
- Functions as a direct interface between the IT Department and the user community
- Provides maintenance to the Avaya and Cisco PBX and Voice Mail systems
- Liaise among stakeholders in order to document failure modes and usage of the troubleshooting tools train others in the group how to utilize these tools for remote troubleshooting
- Log detailed reports documenting customer problems and other related situations, handle other administrative responsibilities
- Sterilize and/or remove used laboratory materials (e.g., eggs, culture tubes, waste)
- Production of prototype equipment and any specialist equipment where necessary to assist in the support and development roles
- Working offsite which will require extensive travel in the UK and abroad
- Thorough understanding of Desktop computing environments
- Understanding of VLAN concepts
- Knowledgeable with VoIP and Wifi devices
- High School Diploma along with 2 years of general work experience and one year of related experience required
- Minimum of (2-4) years of job related experience with an understanding of Telecommunications fundamentals
- Proficient in the administration, maintenance and support for All Avaya’s PBX / Voice Mail platforms
Support Technician Job Description
- Technical Customer Phone Support
- Serve as liaison between customer and IPG technical staff
- Issue RMAs as required and ensure RMA database entries are current
- Coordinate scheduling of repair activities at IPG, both warranty and non-warranty
- Support mid to high power laser pre- and post-installation activities
- Support development of training modules for both IPG and Customers
- Help manage failure analysis activities, including taking pictures and documenting failure analysis results
- Create/revise work instructions, procedures, user manuals, training documents
- Provide second level support for all software and hardware needs of end-user computing and desktop-based LAN/WAN systems
- Provide accurate record of each call in a service management tracking tool
- Experience in administering the Octel 250 / 350 voice-messaging platform
- Candidate should be proficient with cross-connect wiring and punch downs
- Ability to manage multiple requests in a fast paced, changing environment
- Light to medium travel required at times
- Willingness to respond quickly when on-call and working on projects after-hours
- Requires minimum 5 years knowledge of phone system support
Support Technician Job Description
- Creates, monitors, and tracks IT service requests and projects in the Help Desk Database
- Maintain individual marketability by staying informed on technological advances, expanding knowledge base, and pursuing educational opportunities
- Provides oversight and administration of assigned applications, systems and functions with IT scope of responsibility, including preventative maintenance, crisis management, monitoring, documentation, and daily support
- Project manages upgrades, enhancements, and required updates for assigned systems
- Develop and/or participate in cross training on all primary or secondary POC systems/functions
- Maintain standard images for supported hardware configurations
- Provide initial single Point of Contact issue resolution
- Provide resolutions or workarounds to support issues
- Provide an onsite presence, and assist the remote support teams where required
- 2nd and 3rd Level desktop and infrastructure support via tickets raised and assigned in Service Now
- Experienced in Altiris & SCCM (Imaging, packaging, scripting)
- Provide Level 1 and some Level 2 support and information on all approved hardware, software, networks and systems
- Communicate and coordinate problem solving efforts with users, other IS support staff, and vendor technicians
- Ensure that all problems/solutions are properly documented using standard problem tracking tools
- Associate's degree or relevant equivalent work experience
- Bachelor's degree in Management Information Systems, Computer Information Systems, Information Technology or related field
Support Technician Job Description
- Communicate any further action required to team or management
- Work as part of a team to get incident queue down/resolve older and newer tickets
- Provide helpdesk desk side IT support for Code 200 users
- Troubleshoot problems and conduct research
- Maintain and modify Microsoft SharePoint sites as required
- Assist end users with any Microsoft Word, Excel, PowerPoint and Access problems
- Follow standard operating procedures for escalating calls that aren’t initially resolved
- Responsible for documenting incident status
- Executes own daily workload schedule and relevant resources requirements
- Ensures and maintains the availability of adequate resources (equip, inventory/materials, documentation, ) for the completion of daily production tasks
- Associate or Bachelor degree with 5+ years experience
- Solid knowledge of Apple hardware and Software required
- Experience with multi-vendor hardware troubleshooting and repair
- Excellent customer service, verbal and written communication skills are a must
- Ability and desire to learn quickly and share knowledge
- Possess interpersonal, influencing and collaboration skills