Tech Support Skills List With Examples
Use Them in Resumes, Cover Letters and Interviews
Technical support staff maintain computer systems, ensure that they run smoothly, and fix problems as they arise. Tech support staff may also install and configure new hardware, undertake regular upgrades, and help other staff set up accounts, reset passwords, and otherwise figure out how to use the system. Duties also include maintaining records of software licenses, re-stocking equipment, and supplies as needed, and staying abreast of current developments in the field.
Most large or medium-sized organizations that use computer systems (which is just about everyone) hire in-house tech support staff. Smaller groups and private individuals often rely on independent contractors for the same services.
Qualified individuals are in demand, but the work is not easy, often requiring shift work or remaining on call. It is possible to spend a career in tech support, moving up to supervise other employees and manage departments. Alternatively, technical support work can provide a firm foundation for careers in other fields that also involve extensive use of computers.
Educational and Training Requirements
Requirements for entry-level tech support jobs vary greatly. It is possible to find employers who will accept people without a degree of any kind, provided you can do the work. Others require a degree but do not care what degree it is, again as long as you can meet the other job requirements. In general, though, a college degree in something related to computer science helps.
Experience in customer service, even in an unrelated field, also helps. Aptitude for new ideas plus a willingness to learn are musts, because technology changes so quickly. Recent experience or training in specific areas will help.
How to Use Skills Lists
When you write your cover letter and resume, remember to highlight the skills your prospective employer is looking for. Even within the same field, hiring supervisors can vary in their priorities, so you should always read over the job description carefully, but the following discussion should give you a general idea of what to expect. Our lists of skills listed by job and types of skill may help, too.
Some hard skills are easy to verify based on your training or experience, but do not expect hiring supervisors to simply take your word for it. When you prepare for your interview, plan to give examples of particular ways you have embodied the various skills your prospective employer wants.
Examples of Tech Support Skills
The following discussion is not exhaustive, but it does introduce the major categories of skills you’ll need in tech support. The need for some of the more detailed abilities, such as familiarity with specific programs or programming languages will change over time.
Technical and Analytical Skills
Of course, you need to know how computers and other related electronics work and how to fix them. You must not only understand the systems that you work with, but also any new developments in related hardware or software. While the technical part of technical support is indispensable, all by itself it is not enough. You also must have the soft skills necessary to work efficiently and to work well with others.
To work efficiently, you will need to organize both your time and your equipment properly. While organization does come more easily to some than to others, these are skills you can learn and practice. There are various techniques you can use to improve your time management, keep better track of your material, and plan your projects well.
Interpersonal and Communication Skills
Although tech support means working with machines, it also means working with people. Not only do you need to work well with your coworkers, but a major component of tech support is customer service. Most of the people you assist will not know anywhere near as much as you do about computers. That means that you must rely on your interpersonal skills alone to demonstrate that you are taking their problems seriously and working to resolve the issue as rapidly as possible.
If your first suggestion does not work or if the problem recurs, your clients won’t be able to tell that there is a legitimate reason - unless you can earn their trust.
Tech Support Skills List
A - D
- Ability to Learn New Software and Hardware
- Active Listening
- Administrative Skills
- Analyze Technical Issues
- Answer Calls
- Application Installations
- Application Support
- Assess Customer Support Needs
- Attention to Detail
- Case Notes
- Comprehending Technical Documents
- Conducting Online Chats
- Conflict Resolution
- Content Management Systems (CMS)
E - O
- Escalate Issues
- End User Support
- Enterprise Systems
- Error Logs
- Explaining Technical Information Clearly
- First Level Support
- Follow Scripts
- Follow Technical Instructions
- Friendly Demeanor
- Hardware Upgrades
- Help Desk Reporting Systems
- Identify Process Improvements
- Identify Solutions
- Installing Systems
- Interacting Calmly with Agitated Customers
- Mac OS
- Maintain Composure
- Managing Customer Expectations
- Mechanical Reasoning
- Meeting Deadlines
P - S
- People Skills
- Problem Solving Skills
- Promoting Additional Products and Services
- Quality Assurance
- Quality Conscious
- Redirecting Problems to Appropriate Resources
- Report Bugs
- Reporting Product Flaws to Appropriate Staff
- Reporting Systems
- Resolve Customer Issues
- Resolve Technical Issues
- Respond to Email
- Second Level Support
- Self Motivated
- Soliciting Customer Feedback to Improve Service
- Spelling and Grammar
- Software Installations
- Software Support
- Software Upgrades
- Stress Management
- Support Systems
T - Z
- Teaching Customers How to Work Around Product Limitations
- Teamwork Skills
- Technical Aptitude
- Technical Support
- Telephone Communication
- Ticketing Systems
- Time Management Skills
- Training Customers to Use Technology
- Triage on Support Requests
- Troubleshooting Tools
- Web Applications
- Web Support
- Working Independently
- Working Odd Hours
- Working Quickly
- Writing Clear and Concise Emails, Memos and Reports