Technical Support Analyst Jobs

Technical support analyst jobs involve helping customers and users of tech to overcome computer hardware and software problems, dealing with individuals both within their organisation and outwith.

Typically, technical support analysts will talk through a user's problem and suggest possible solutions then analyse the reasons behind the breakdown and help customers understand features of software packages. The role could also include installing new equipment and upgrading existing computers. They test, repair and maintain equipment and arrange for any faulty equipment to be replaced.

The ideal candidate should have excellent communication skills and be able to deal with customers calmly and tactfully. They should be practical, with good analytical skills and be interested in computers and how they work. 

Technical support roles are on the rise in the UK. Employers include information technology (IT) companies and organisations of all sizes, eg in retail, engineering, public utilities, and colleges and universities. Vacancies for jobs within technical support are steady, with some staff shortages. 

Opportunities In many companies, you may find there’s a natural career progression within technical support. As an example, this would see you being promoted to a more senior technical support role and from there to a team, section or department leader.

Qualification Requirements

For new entrants GCSEs/S grades or relevant NVQs/SVQs may be required. Some technical support analyst jobs prefer people with higher-level qualifications, such as HNDs/HNCs or degrees in subjects like computing and IT.

With experience, there may be opportunities to be promoted within technical support departments or to move into other positions in IT generally. Some people may move into technical sales.

At the end of 2018, the starting salary ranges from £15,000 to £21,000 and an experienced manager can look at earning up to £47,000.

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