Technical Support Specialist

What is a Technical Support Specialist?

The Technical Support Specialist provides technical support to customers who need assistance utilizing client level hardware and software in accordance with established or approved organizational process components. (i.e., Master Incident Management Plan, when applicable).

Professional Certification

Technical Support must know:

  • computer networking concepts and protocols, and network security methodologies.
  • management processes (e.g., methods for assessing and mitigating risk).
  • laws, regulations, policies, and ethics as they relate to cybersecurity and privacy.
  • cybersecurity and privacy principles.
  • cyber threats and vulnerabilities.
  • specific operational impacts of cybersecurity lapses.
  • measures or indicators of system performance and availability.
  • systems administration concepts.
  • physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).
  • electronic devices (e.g., computer systems/components, access control devices, digital cameras, digital scanners, electronic organizers, hard drives, memory cards, modems, network components, networked appliances, networked home control devices, printers, removable storage devices, telephones, copiers, facsimile machines, etc.).
  • file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).
  • Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
  • system administration concepts for operating systems such as but not limited to Unix/Linux, IOS, Android, and Windows operating systems.
  • industry best practices for service desk.
  • organizational security policies.
  • remote access processes, tools, and capabilities related to customer support.
  • Personally Identifiable Information (PII) data security standards.
  • Payment Card Industry (PCI) data security standards.
  • Personal Health Information (PHI) data security standards.
  • an organization’s information classification program and procedures for information compromise.
  • the operations and processes for incident, problem, and event management.
  • IT system operation, maintenance, and security needed to keep equipment functioning properly.
  • the basic operation of computers.
  • procedures used for documenting and querying reported incidents, problems, and events.
  • successful capabilities to identify the solutions to less common and more complex system problems.

Key skills if the Technical Support include:

  • identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
  • using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.
  • conducting research for troubleshooting novel client-level problems.
  • configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
  • design incident response for cloud service models.

Technical Support must be able to:/strong>

  • accurately define incidents, problems, and events in the trouble ticketing system.
  • develop, update, and/or maintain standard operating procedures (SOPs).
  • design capabilities to find solutions to less common and more complex system problems.

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