Skills & Competencies for Technical Support Analyst II

Technical Support Analyst II job profile

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JOB SUMMARY for Technical Support Analyst II

Provides technical support to system users within an organization.

JOB RESPONSIBILITIES for Technical Support Analyst II

Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists users in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance.

Technical Support Analyst II SALARY RANGE

BASE 50%
$85,931
TOTAL 50%
$90,309
Job Level
P02
Job Code
IT10000005
Education/Degree
Bachelor's Degree
Reports To
Project Leader or Manager

Technical Support Analyst II Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Technical Support Analyst II skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Technical Support Analyst II

1 Job Family Competencies – Customer Support
Proficiency Level -2
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Describes the process flow in delivering customer care support.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
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Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
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Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
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2 Job Family Competencies – Remote Support
Proficiency Level -2
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Describes the key principles in providing effective remote support.
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Level 2 Behaviors
(Light Experience)
Documents call notes to ensure capturing of data essential in remote support troubleshooting.
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Level 3 Behaviors
(Moderate Experience)
Executes policies and standards in providing remote support access to mitigate possible security risks.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions on the best practices on remote access security to increase customer satisfaction.
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Level 5 Behaviors
(Mastery)
Builds and designs tools to optimize remote support capabilities and improve customer service.
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3 Technical Support Analyst II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Analyst II
Proficiency Level - 4
5 Competency for - Technical Support Analyst II
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Technical Support Analyst II

1 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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2 Core Competencies – Time Management
Proficiency Level -2
Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Describes how to utilize a time management matrix for efficient completion of most important tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks into specific, smaller, and more achievable goals.
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Level 3 Behaviors
(Moderate Experience)
Demonstrates a willingness to abandon tasks or projects that prove to be of little value to the business.
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Level 4 Behaviors
(Extensive Experience)
Develops best techniques and methods to improve time management throughout our business.
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Level 5 Behaviors
(Mastery)
Designs tools to efficiently organize and keep track of tasks in progress to boost productivity.
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3 Technical Support Analyst II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Analyst II
Proficiency Level - 4
5 Competency for - Technical Support Analyst II
Proficiency Level - 5

Summary of Technical Support Analyst II skills and competencies

There are 0 hard skills for Technical Support Analyst II.
11 general skills for Technical Support Analyst II, Customer Support, Remote Support, Technical Support, etc.
6 soft skills for Technical Support Analyst II, Attention to Detail, Time Management, Initiative, etc.
While the list totals 17 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Technical Support Analyst II, he or she needs to be skilled in Attention to Detail, be proficient in Time Management, and be proficient in Initiative.

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