IT Support vs. Technical Support: What Are the Differences?

IT support and technical support are both essential positions within the tech industry. They are responsible for providing assistance to customers and solving technical problems. While these roles share some similarities, there are several key differences between them. In this article, we discuss the differences between IT support and technical support, and we provide additional information about each position.

What is an IT Support?

IT Support is responsible for the maintenance, installation and configuration of all computer hardware and software for a company. They work closely with the IT department to ensure that all systems are running smoothly and efficiently. They provide technical support to employees and customers, troubleshoot issues and solve problems. IT Support also provides training to employees on how to use new software and hardware. They may also be responsible for setting up new computers and devices, and configuring them for company use.

What is a Technical Support?

Technical Support Representatives are responsible for providing assistance to customers who are experiencing technical difficulties with a product or service. They troubleshoot issues by asking questions to understand the problem, then provide solutions to solve the issue. Technical Support Representatives often work in call centers, although some companies have field support teams. They may work with customers over the phone, through email or live chat. Technical Support Representatives need to have strong customer service skills and be able to think quickly to solve problems. They also need to be familiar with the products or services they are supporting.

IT Support vs. Technical Support

Here are the main differences between an IT support and a technical support.

Job Duties

The job duties of IT and technical support differ because of their focus on different areas of technology. IT focuses on the broader aspects of technology, such as the company’s computing infrastructure, software and hardware needs and security measures. Technical support provides assistance to individual users with specific devices, programs and applications. With the help of IT, technical support can access resources like documentation and troubleshooting tools.

Job Requirements

IT support and technical support positions are available to candidates with a wide range of educational backgrounds. Many IT support jobs only require a high school diploma, though some may prefer candidates who have completed some college coursework or have an associate degree in computer science or a related field. For technical support positions, employers often prefer candidates who have a bachelor’s degree, but it is not always required.

Both IT support and technical support professionals can benefit from pursuing certifications, which show that they have the skills necessary to excel in their roles. Some common certifications for IT support professionals include CompTIA A+, Network+ and Security+. Technical support professionals might pursue certifications in specific products, such as Microsoft Certified Solutions Associate (MCSA) or Cisco Certified Network Associate (CCNA).

Work Environment

Both IT and technical support professionals work in office settings, but their job duties may differ depending on the type of company they’re working for. For example, a technical support professional who works for an IT firm may spend most of their time at a desk or computer, while a technical support professional who works for a software development company may travel to different locations to meet with clients.

IT professionals often work during regular business hours, although some companies require them to be available 24 hours a day, seven days a week. Technical support professionals typically work standard business hours, although overtime is common.

Skills

There are several similarities in the specific skills used on the job between IT support and technical support. Both roles require excellent customer service skills, as they will be working with customers to help resolve issues. They also both need strong problem-solving skills to identify the root cause of an issue and determine the best way to fix it. In addition, both IT support and technical support need to have good communication skills to clearly explain complex technical concepts to non-technical users.

There are also some differences in the specific skills used on the job between IT support and technical support. Technical support is more focused on providing support for specific products or services, so they need to have in-depth knowledge about how those products or services work. IT support is more focused on providing support for general computer systems and networks, so they need to have a broad understanding of how different types of computer systems work. Additionally, IT support may need to have more advanced technical skills, such as experience with programming languages or network administration.

Salary

The average salary for an IT support specialist is $54,693 per year, while the average salary for a technical support specialist is $67,241 per year. Both of these salaries can vary depending on the type of company you work for, your level of experience and your location.