How to become a Technical Support Advisor


estimated salary

What do they do?

Looking for a quick fix? You should become a Technical Support Advisor…

Technical Support Advisors work to maintain, update, and repair computer systems, networks, and other types of technology.

Whether it’s by assisting customers with a product or service, or helping with the implementation of new systems within their organisation – their role could be based around providing everyday technical support to clients, their colleagues, or to both groups.

Technical Support Advisors may also be in charge of writing reports that help to monitor and track faults.

Specific tasks may vary, but general duties for a Technical Support Advisor could include:

  • Installing and configuring new software
  • Diagnosing and solving technical issues
  • Providing customers with useful advice and feedback
  • Running maintenance checks and testing products
  • Responding to call-outs
  • Analysing fault records to spot trends
  • Creating and updating self-help documents

Is it right for me?

An in depth knowledge of IT systems, as well as an ability to communicate with people of all knowledge levels, is essential to become a Technical Support Advisor. If your only advice to those struggling with technology is to turn it off and on again, you probably won’t last long in this role.

Excellent analytical skills and an ability to problem solve are equally vital – and you’ll need to be determined enough to troubleshoot all kinds of issues – no matter how much research it takes to find a solution.

And, because technology can often be uncooperative – frustration may be common amongst customers. This means an ability to deal with and diffuse difficult situations is key.

A Technical Support Advisor will also need to be:

  • A logical thinker
  • Good at diagnosing faults
  • Able to prioritise tasks
  • Attentive to detail
  • A good listener
  • Able to work well in a team

Career Progression

Junior Technical Support Advisor

Up to £18,000

Technical Support Advisor

Up to £25,000

Senior Technical Support Advisor

Up to £40,000

What's it really like?

My job generally involves keeping an eye on our internal networks, updating software where necessary, fixing any faults, and responding to employees who are experiencing technical issues – whether it’s with their computer, their phone, or anything else tech-related. First I chat to them and ask a few questions, then I troubleshoot what the problem could be and report back with advice on how to fix it. It can be tough when solutions aren’t straight forward, but in that case it’s all about using your initiative to see whether it needs a more hands-on approach from your end. And since I’ve given myself the ambitious slogan ‘there’s never a problem I can’t fix’ – you could say I’m pretty determined (and/or stupid).

Get qualified

There aren’t any set qualifications needed to become a Technical Support Advisor, but an excellent knowledge of IT systems, software, and hardware is essential. Larger employers may look for candidates with relevant qualifications, and a support-specific course could definitely help set you apart.

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