Technical Support Technician
てくにかるさぽーとぎじゅついん
Industry & Occupation
Classification
Summary
A technical job that handles inquiries and troubles regarding IT systems and software in companies or organizations.
Description
Technical Support Technicians handle inquiries and troubleshooting for IT equipment and software from users both inside and outside the company. They gather information via phone, email, chat, etc., identify and resolve issues using remote tools or on-site support. For complex problems, they escalate to network engineers or development teams, and also manage ticket systems to track responses and maintain FAQs. Quick and accurate responses along with courteous communication are required.
Future Outlook
With the advancement of DX and the spread of cloud services, the demand for technical support technicians is expected to remain stable. As automation tools and AI chatbots are introduced, higher-level troubleshooting skills and specialized knowledge will be required.
Personality Traits
Able to respond empathetically / Calm and composed / Has ambition for self-improvement / Patient
Work Style
Career Path
Entry-level Technical Support → Technical Support Leader → Support Manager → Field Engineer → IT Consultant
Required Skills
Hardware Fundamentals / Network Fundamentals / OS Fundamentals / Ticket Management System Operation / Troubleshooting
Recommended Skills
English Document Reading / ITIL Fundamentals / Remote Management Tools / Scripting Languages
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | To check details in settings and logs without missing errors. |
| Communication Skills | To smoothly share information with users and convey solutions. |
| Problem Solving | Because it is necessary to quickly isolate and resolve technical problems. |
| Stress Tolerance | To withstand stress in emergency responses and complaint handling. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Numerical & Quantitative Analysis | Rarely performs advanced mathematical analysis. |
| Physical Stamina & Endurance | Mainly desk work. |
Related Qualifications
- CompTIA A+
- IT Passport Exam
Aliases
- Help Desk Engineer
- IT Help Desk Staff
- Technical Support Engineer
Related Jobs
- Customer Support Engineer
- Network Engineer
- System Operations Engineer