How to Be Application Support Technician - Job Description, Skills, and Interview Questions

Apr 13, 2020 / 6 Minutes Read / By Albert

How to Become

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When businesses lack an effective technology support system, it can lead to decreased employee productivity and customer satisfaction. Without an adequate support system, employees can become frustrated when their computer systems are not functioning properly, leading to time wasted troubleshooting and ultimately a decrease in the quality of their work. Furthermore, customers may become dissatisfied with slower response times due to technical issues, resulting in a decrease in customer service and potentially a loss of revenue for the business. To avoid these issues, businesses need to ensure that they have an efficient and reliable technology support system to ensure that employees and customers can run their systems smoothly and efficiently.

Steps How to Become

Obtain a High School Diploma or GED. To become an application support technician, the first step is to obtain a high school diploma or GED. This will provide you with the basic education needed to pursue a career in this field.
Consider Postsecondary Education. Although it is not mandatory to have a college degree to become an application support technician, having one can give you a competitive edge in the job market. Consider taking courses in computer science, information technology, programming, or other related fields that can help you gain knowledge and skills necessary for this position.
Get Certified. Obtaining certifications in various software programs that you will use as an application support technician can be beneficial. Examples of certifications to consider include Microsoft Certified Professional, CompTIA A+, and Cisco Certified Network Associate (CCNA).
Gain Experience. Many employers prefer to hire an application support technician who has at least one year of experience in the field. Consider interning at a technology company or working as an IT technician at a company to gain job experience.
Network. Building relationships with professionals in the industry will help you find job opportunities as an application support technician. Attend industry events, join networking groups, and reach out to professionals for advice and mentorship.

Staying ahead and qualified as an Application Support Technician requires a combination of staying up-to-date on the latest technologies, building a strong network of peers, and taking the time to learn new skills. Keeping up with the newest technology trends is essential for staying ahead of the curve and providing the best service to clients. By networking and collaborating with other professionals, Application Support Technicians can build a strong network of peers to discuss solutions, share ideas, and stay informed on new technologies.

taking the time to learn new skills, such as coding languages, can help to stay ahead of any changes in the industry, stay competitive, and provide a better service to clients. All of these elements help Application Support Technicians to stay ahead and qualified in their field.

You may want to check Customer Support Manager, IT Support Analyst, and Data Center Support Engineer for alternative.

Job Description

Troubleshoot and resolve application issues reported by customers.
Monitor and maintain application performance.
Install and configure new applications and software.
Update and maintain existing application configurations.
Monitor application usage to identify potential problems or areas of improvement.
Create and maintain user accounts and security settings.
Develop and implement training materials for application users.
Provide technical support to users experiencing problems with applications.
Document application usage policies, procedures, and best practices.
Research and recommend new applications to improve customer experience.

Skills and Competencies to Have

Strong technical knowledge of computer hardware, software, and operating systems.
Ability to troubleshoot and diagnose computer issues.
Excellent customer service and communication skills.
Ability to work independently and as part of a team.
Knowledge of networking and security principles.
Knowledge of scripting and automation languages (e. g. , Bash, PowerShell, Python).
Ability to document and maintain processes and procedures.
Knowledge of IT service management tools (e. g. , ServiceNow, Jira).
Ability to learn and adapt quickly to changing technologies.
Aptitude for problem-solving and a methodical approach to tasks.

Having the right technical skills is essential for any Support Technician. A successful Support Technician must possess a wide range of technical abilities in order to provide effective support to their customers. This includes knowledge of computer hardware, software, and operating systems.

a Support Technician must be able to troubleshoot and diagnose technical problems quickly and accurately. They should also have excellent communication and customer service skills, as they will be dealing with customers on a daily basis. Having a good understanding of the customer's needs and being able to explain technical concepts in a way that is easy to understand is vital for providing an excellent customer experience.

Furthermore, a Support Technician should be able to think critically and use problem-solving techniques to solve complex issues. These skills are essential for properly supporting customers and ensuring their satisfaction.

Technical Assistance Center/Help Desk Technician, Network Support Analyst, and Network Support Engineer are related jobs you may like.

Frequent Interview Questions

What experience do you have providing technical support?
How do you approach troubleshooting and resolving customer issues?
How do you handle working with users who are not tech savvy?
What techniques do you use to stay organized and ensure all support requests are addressed in a timely manner?
How do you prioritize tasks when you have multiple customers with different levels of urgency?
Describe a time when you had to quickly resolve a difficult customer issue.
Have you ever had to troubleshoot an application issue that was outside of your knowledge or experience?
What type of applications have you previously supported?
How do you keep up with the latest changes and advancements in software and hardware technologies?
What do you consider to be the most important qualities of a successful application support technician?

Common Tools in Industry

Remote Desktop. Allows a user to access and control a computer from a remote location. (e. g. LogMeIn, TeamViewer)
Network Monitoring. Software used to monitor and analyze network performance and identify any potential issues. (e. g. SolarWinds, PRTG)
Help Desk Ticketing System. Software used to manage customer support requests, enabling users to track and resolve issues quickly. (e. g. Zendesk, Freshdesk)
Server Management Tools. Software used to manage and monitor server performance, such as CPU utilization, memory usage, and storage utilization. (e. g. Microsoft System Center, VMware vCenter Server)
Backup & Recovery Software. Software used to create, store, and recover backups of data. (e. g. Acronis Backup, Carbonite)
Antivirus/Malware Protection. Software used to protect computers and networks from malicious software such as viruses, trojans, and worms. (e. g. Kaspersky, McAfee)
Diagnostic Utilities. Software used to diagnose hardware and/or software problems on a computer or network. (e. g. Windows System File Checker, CrystalDiskInfo)
Automation Tools. Software used to automate processes such as remote deployment, patching, and user provisioning. (e. g. Ansible, Puppet)
Log Management Software. Software used to collect, store, analyze, and report on system log data for audit and security purposes. (e. g. Splunk, Graylog)
Cloud Management Platforms. Software used to manage cloud-based applications and services in a centralized way. (e. g. Amazon Web Services, Google Cloud Platform)

Professional Organizations to Know

Association for Computing Machinery (ACM)
International Association of Information Technology Professionals (IAITP)
Institute of Electrical and Electronics Engineers (IEEE)
Society for Information Management (SIM)
Microsoft Professional Association (MPA)
CompTIA A+ Certification Alliance
Apple Consultants Network (ACN)
Association of Information Technology Professionals (AITP)
Information Systems Audit and Control Association (ISACA)
International Information Systems Security Certification Consortium (ISC2)

We also have Technical Support Manager, Help Desk Support Analyst, and Senior Help Desk Analyst/Support Technician jobs reports.

Common Important Terms

Help Desk Support. Help desk support is a service provided by a team of experts who are responsible for providing technical assistance and advice to customers or users.
Network Administration. Network administration is the process of managing and maintaining a computer network. This includes setting up hardware and software, monitoring the network for performance and security, and troubleshooting any issues that may arise.
System Administration. System administration is the process of managing and maintaining a computer system. This includes setting up hardware and software, monitoring the system for performance and security, and troubleshooting any issues that may arise.
Troubleshooting. Troubleshooting is the process of diagnosing and resolving technical problems. This involves identifying the cause of a problem and finding a solution.
Desktop Support. Desktop support is the process of providing technical assistance and support to users of desktop computers. This includes setting up hardware and software, troubleshooting any issues that may arise, and providing general advice to users.
IT Support. IT support is the process of providing technical assistance and support to users of computer systems and networks. This includes setting up hardware and software, troubleshooting any issues that may arise, providing general advice to users, and monitoring the system for security and performance.

Frequently Asked Questions

What is an Application Support Technician?

An Application Support Technician is a technical specialist who provides technical assistance and support for software applications, hardware components, and related systems.

What are the duties of an Application Support Technician?

The duties of an Application Support Technician include troubleshooting software and hardware issues, providing technical support to users, installing and configuring software applications, and maintaining system documentation.

What qualifications are required to be an Application Support Technician?

Qualifications for an Application Support Technician include a bachelors degree in computer science or related field, experience in software and hardware installation and troubleshooting, and strong communication and problem-solving skills.