Technical support team members spend a lot of their time in communication with employees and clients. As such, they are expected to have a mix of soft skills to go with their hard skills. The skills include:

• Assessing the IT competence of those seeking support.
• Excellent communication skills.
• Analytical and problem-solving abilities.
• Technical knowledge that’s up-to-date with systems used by clients and employers.
• Accurate records keeping and analysis ability.
• An ability to handle difficult callers.

Many technical support workers work as part of the internal IT support team of larger organizations. This means they field requests for support primarily from members of other departments. Other provide support for systems and services offered to clients, meaning they fill a customer service role on top of providing IT support.

As such, many technical support providers work in full-time roles, often with permanent placement. However, those with specific knowledge on certain systems and software can also manage a lucrative career as a freelancer.

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