Technical Support Analyst Salary in Waterloo, Ontario

Technical Support Analyst job description

Job Title: Technical Support Analyst

Overview/Summary of the Role:

The Technical Support Analyst's primary responsibility is to provide technical support to customers by resolving software, hardware, and network issues. They must have a strong understanding of computer systems, network infrastructure, and software applications to identify and solve technical issues. The Technical Support Analyst is a critical role that requires quick thinking, problem-solving skills, and customer service expertise.

Responsibilities and Duties:

1. Provide technical support to customers via phone, email, chat, or in-person.

Technical Support Analyst interview questions

Interviewer: Thank you for taking the time to speak with us today. To begin, can you tell us about your technical background and experience?

Candidate: Absolutely. I have a degree in computer science and have been working in technical support for the past three years. My experience includes troubleshooting hardware and software issues, providing remote support, and documenting solutions.

Interviewer: Great, can you give an example of a particularly challenging technical issue you have recently resolved and how you went about solving it?

Candidate: Sure, I recently helped a client who was experiencing frequent internet disconnections. After conducting some tests and analyzing the client's network setup, I discovered that the client was using a subpar router. I advised the client to upgrade the router, which resolved the disconnection issue.

Interviewer: That's impressive. How do you prioritize tasks when multiple support tickets are in your queue?

Candidate: I prioritize tasks based on the level of urgency and severity of the issue. If there is a critical issue affecting multiple users, I will prioritize that over a less urgent issue affecting one user.