It takes a special kind of person to be a technical support analyst. Sometimes the technical support analyst is accountable for many things including customer service, troubleshooting, and helping with technical problems of users or coworkers. Typically these people are problem solvers and very technical in nature. If these are two qualities you possess than becoming a technical support analyst may be perfect for you.
You may be required to talk with customers on the phone to give support and technical assistance. During this time you will receive many different types of technical problems that you must find a solution for and help guide the user while they make changes. Some of the newer solutions for technical support have remote systems where you simply connect to their computer and fix the problem. Although this is a great concept you would still need to inform the user of the problem and what went wrong so that they would not repeat the same situation the future.
There are also software and hardware related support positions that are available. Typically if you are a technical support that only deals with hardware issues you may really be required to go out into offices or homes to fix problems computers or networks. Many times software issues can be solved over the phone or by support emails.
Whichever type of support you decide to do whether it be software or hardware both require the same type of individual. You need to be a problem-solving person that likes to be challenged from time to time. You’ll also need to be technically inclined and be up to speed on the latest technologies. Remember also that you may be required to meet with clients at their location to fix hardware problems or on the phone to fix software problems so you’ll need good people skills as well. Most companies will have a standard script that you may also have to use when speaking with customers or clients. I have had some very interesting conversations on tech support and met many nice people there as well. These are some of things you’ll need to consider if you decide to become a technical support analyst.