Technical support administrators monitor and maintain the computer systems and network connections of an organization. They are also responsible for solving technical and IT system application problems, diagnosing hardware and software issues and installing and configuring computer systems. So, if you are attentive to system technical issues and networking, this guide will prepare your resume to apply to your next job.
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Job duties of a technical support administrator
A technical support administrator in data and system administration manages, maintains and repairs IT systems. You would be responsible for the smooth functioning of computer systems by diagnosing, repairing and resolving network issues. As a technical support administrator, you are also in charge of providing high-quality and comprehensive technical support for users and coworkers. Daily tasks vary according to the complexity of the computing environment that is being worked. The job requires you to perform specific tasks with long-term duties such as:
Installing, diagnosing, repairing, maintaining and upgrading desktop hardware, software, applications and operating systems to ensure optimal performance.
Providing technical support and maintenance to users and staff of different departments within the firm, including the IT department, management systems and supply chain.
Preparing detailed reports or procedural documentation regarding the list of requests for technical support, equipment failure and providing solutions.
Resolving technical issues like network interruptions, software faults and troubleshooting.
Working with software developers to optimize IT systems.
Ensuring compliance with corporate guidelines and policies.
Maintaining service contract database, renewal of all service contracts and purchasing orders.
Tracking IT assignments, monitoring their progress and ensuring tasks have been completed on time.
Following up with customers and updating them on the progress of services.
Acting as a focal point for all computer and system-related concerns.
Technical support administrator median salaries
According to PayScale, an American compensation and data company, a technical support administrator’s average annual salary is $51,000.
Top skills for technical support administrators
A technical support administrator is a high-ranking position overseeing IT systems and hardware and software functioning. Among the daily responsibilities, you must maintain base computers’ operations while providing quick and permanent solutions for technical issues.
These are few skills that will help you succeed in this role:
- Troubleshooting and diagnosing: An efficient technical support administrator must know common system problems such as hardware and software crises and network connection or configuration problems. They must also have good diagnostic skills to solve issues through apps like Problem Steps Recorder, Henry++ Error Lockup, WinAudit, Joeware Utilities and NirSoft NirLauncher.
- Application installations: A technical support administrator installs, tests and maintains applications needed in a workplace. You must also be up to date on the latest applications and new operating systems. You should recommend, through testing and evaluations, the efficiency of new technology tools on the market.
- Customer service: As a technical support administrator, you will be consistently in contact with customers via email, phone and in-person as you attempt to solve their technical problems. It is your job to thoroughly explain the issue to them while also pointing out how to solve it.
- Computer maintenance: A technical support administrator is considered the backbone of the IT organization as it is their responsibility to maintain workstation computers working correctly. Some of the helpful tools they can use to do this are CCleaner, Auslogics, Revo Uninstaller and Registry Cleaner Free.
- Communication skills: A technical support administrator needs to communicate in a simple language with various types of people regularly to get to the root of the technical issues in a system. It is important to present clear solutions to company personnel and clients alike to have accessible and efficient software.
- Being flexible: As a technical support administrator, you may need to help people or clients during irregular hours, so being flexible with your schedule is required. Sometimes this job will require you to sign in remotely regarding the urgency of the technical problem.
Technical support administrator education and certifications
DegreeTo work as a technical support administrator, you must have a bachelor’s degree, accredited by the Accreditation Board of Engineering and Technology (ABET), in computer science, computer networking, computer hardware/software, information technology or system engineering. Some schools that offer a curriculum in these fields are Wentworth Institute of Technology or Oregon Institute of Technology.
CertificationsCoursera offers an online Technical Support Fundamentals course that certifies foundational IT knowledge like computer hardware and software, internet, troubleshooting and customer service for aspiring technical support administrators. It also provides an understanding of the binary system, installing an operating system and creating applications according to the requirements.
Google IT Support Professional Certificate offers hands-on assessments that prepare candidates for computer assembly, wireless networking, installing programs, debugging, troubleshooting, network protocols, cloud computing and customer service.
Desktop Support Level 1 and 2 certification ensures a candidates’ skill to recover data from destroyed computers. The program also teaches restoring user profiles, resetting passwords, docking workstation issues and replacing hard drives or backup systems.
Another certification that can make an impact in knowledge and on a resume is HDI Customer Service Representative (HDI- CSR). This certificate verifies the candidate's skill in service desk and technical support. This certification is available for entry-level HDI Desktop Support Technician and as a directorial certificate HDI Support Center Director.
Technical support administrator resume-writing tips
Below are some tips to help you make an excellent resume to grab the recruiter's attention.
- Write a profile summary: Be precise! A profile summary should reflect your potential. Depending on your skills and work history, choose between a professional summary and an objective summary. If you want to try a new career path within the same industry, use an overview to display your skills that benefit the position and organization but if you are experienced in technical support, use a professional summary to emphasize your varied work history and skills.
- Showcase your skills: Make sure to choose skills according to the proposed job description, remember to include both hard and soft skills in your descriptions and summary. If you are a beginner, express the skills that make you a suitable candidate for the job, and if you have experience, note your achieved skills over time.
- Use striking keywords: Identify keywords while reading the job description and include them in different sections of your resume, like profile summary, skills and work experience. Keywords help your resume pass the scrutiny of the application tracking system (ATS). Some of the keywords for a technical support administrator job are application installation, hardware upgrade or diagnosis, customer service, troubleshooting, debugging, equipment repair and computer and software maintenance.
Are technical support administrators an essential part of an IT firm?
Yes, they are necessary to boost the organization's network efficiency and to withstand the ever-growing demand in technology. They supervise and conserve computer systems and networks within the firm and solve technical issues faced by end-users. Additionally, they can work on-site or remotely with staff of different computing departments.
Do technical support administrators and desktop support engineers share the same duties and responsibilities?
Job duties and responsibilities are particular to the individual companies and sometimes it does overlap. A desktop support engineer solves issues regarding the company’s computer system and fixes all security and troubleshooting problems. In comparison, a technical support administrator monitors the computer systems with all network connections. They install, configure, diagnose hardware and software issues to maintain the system's internal technical infrastructure.