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%
$87,537
TOTAL 50%
$92,000
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)
Cites examples of best practices used in responding to customer requests, queries, and issues.
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Level 2 Behaviors
(Light Experience)
Collects data on reoccurring product or service issues to provide the appropriate level of support.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to identify their issues and needs and provide service recommendations.
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Level 4 Behaviors
(Extensive Experience)
Creates customer-centered solutions to issues and concerns to drive end-to-end customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new trends in customer service to streamline the customer support process across various channels.
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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)
Cites examples of possible challenges and limitations of remote support.
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Level 2 Behaviors
(Light Experience)
Conducts follow-up calls to remote support customers to receive service quality feedback.
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Level 3 Behaviors
(Moderate Experience)
Checks interaction with customers to maintain required performance metrics in remote support.
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Level 4 Behaviors
(Extensive Experience)
Advices and guides teams in reducing average call handling in resolving issues requiring remote support.
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Level 5 Behaviors
(Mastery)
Adapts to industry best practices in remote support delivery to enhance the quality of our services.
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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)
Cites steps and tips to improve attention to detail in the workplace.
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Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
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Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
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Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
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Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
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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)
Cites examples of prioritization methods used to manage and save time in the workplace.
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Level 2 Behaviors
(Light Experience)
Adheres to schedules to allocate time for specific tasks efficiently.
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Level 3 Behaviors
(Moderate Experience)
Assesses relevance of tasks to prioritize and produce better quality work.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to develop our employees' understanding of time demand and management.
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Level 5 Behaviors
(Mastery)
Builds a system to manage our business's workload and eliminate time-wasting activities.
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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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