Top 10 Technical Support Agent Certifications

Certifications are an important part of a technical support agent’s job market success. Certifications demonstrate that a person has the skills and knowledge necessary to perform the job duties and tasks of a technical support agent. They also show potential employers that the individual is committed to their profession, as obtaining certifications typically requires time, effort, and money. Additionally, having certifications can give a technical support agent an edge over other applicants who don't have them. Finally, certifications may open up opportunities for further training and professional development which can help advance an individual's career in the field.

This article reviews some of the top certifications for Technical Support Agents and explains how they can contribute to a technical support agent's career.

What are Technical Support Agent Certifications?

Technical support agent certification is a form of professional accreditation that recognizes the skills and expertise of individuals who provide technical support for computer systems, networks, software, and hardware. It is designed to ensure that individuals have the necessary knowledge and abilities to successfully troubleshoot and resolve customer issues in an efficient manner.

The certification process typically involves taking a course or series of courses related to the specific technology being supported. These courses may include topics such as basic networking, operating systems, system administration, hardware maintenance, software installation and troubleshooting, user interaction, customer service skills, and security protocols. Upon successful completion of the course or series of courses, individuals will receive a certificate verifying their technical support agent status.

Having a technical support agent certification can be beneficial in many ways. It serves as proof that an individual has a comprehensive understanding of the technology being supported and can provide reliable assistance when customers have questions or need help with their computers or software programs. Additionally, it demonstrates an individual's commitment to staying up-to-date on new technologies so they can continue to offer quality assistance to clients. Having certification can also be beneficial from a career standpoint by helping professionals stand out from other applicants when applying for jobs in the field.

Pro Tip: Before committing to a technical support agent certification program, make sure that the program is accredited by an external organization and that it covers the specific technology you plan to use. Additionally, look for programs that offer continuing education opportunities to ensure your certifications stay up-to-date.

Related: What does a Technical Support Agent do?

Top 10 Technical Support Agent Certifications

Here’s our list of the best certifications available to Technical Support Agents today.

1. CompTIA A+

CompTIA A+ is a certification program designed to help individuals develop the skills necessary to become successful computer technicians. The certification is designed to validate an individual’s ability to troubleshoot, configure, and maintain computers, laptops, tablets, and other related hardware. It is also intended to demonstrate an understanding of basic networking concepts such as IP addressing and subnetting.

The CompTIA A+ certification consists of two exams: 220-901 and 220-902. Both exams must be passed in order to obtain the A+ certification. The total time allotted for both exams is 90 minutes each, with a maximum of 90 questions per exam.

In order to get CompTIA A+, you must register for the exam through Pearson VUE or Prometric testing centers. You can also register online at www.comptia.org/certification/aplus/. The cost of taking the exams varies depending on your location but typically ranges from $200-$300 USD per exam.

The average amount of time it takes to prepare for the CompTIA A+ exam depends on your experience level and study habits; however, many people report that it takes around 3 months of studying before they feel ready for the exam.

2. Microsoft Certified Solutions Expert (MCSE)

Microsoft Certified Solutions Expert (MCSE) is a certification offered by Microsoft that demonstrates an individual’s expertise in the design, implementation, and maintenance of Microsoft-based IT solutions. It is designed for IT professionals who have experience with Windows Server, SQL Server, System Center, and other Microsoft technologies.

It typically takes about six months to complete the MCSE certification process. The process includes attending training classes or self-study courses, passing exams, and completing hands-on labs. The cost of the training and exams varies depending on where you take them. Generally speaking, it can range from a few hundred dollars to several thousand dollars.

To get your MCSE certification, you must first pass one or more of the following exams: Windows Server 2016 (70-740), Networking with Windows Server 2016 (70-741), Identity with Windows Server 2016 (70-742), Messaging with Microsoft Exchange Server 2016 (70-345), and Cloud Platform & Infrastructure (70-533). After passing these exams, you will need to complete two additional elective exams in order to receive your MCSE certification.

Once you have passed all of the required exams and completed the necessary coursework, you will be eligible to receive your MCSE certification from Microsoft.

3. Apple Certified Support Professional (ACSP)

Apple Certified Support Professional (ACSP) is an industry-recognized certification program that validates a professional’s ability to support and troubleshoot Apple products. It is designed for IT professionals, consultants, and technical coordinators who support Mac users in a business environment.

The ACSP certification program consists of two parts: the Apple Service Fundamentals exam (SVC-19A) and the macOS Support Essentials 10.15 exam (SVC-19B). The exams are offered by Apple Authorized Training Centers and online through Pearson VUE.

It typically takes about five to six months to complete the ACSP certification program, depending on how much time you have available for studying. You should plan to spend at least 15 hours per week studying for each exam in order to be adequately prepared for success on the exams.

To get certified as an ACSP, you must pass both exams with a score of 80% or higher. After passing both exams, you will receive your official ACSP certificate from Apple.

The cost of the ACSP certification program varies depending on where you take the exams and which training materials you purchase. The cost of the Service Fundamentals exam is $150 USD and the cost of the macOS Support Essentials 10.15 exam is $200 USD. In addition to these fees, you may also need to purchase training materials such as books or videos which can range from $50-$100 USD depending on which materials you choose to use.

4. Cisco Certified Network Associate (CCNA)

Cisco Certified Network Associate (CCNA) is a certification that validates an individual’s ability to install, configure, operate, and troubleshoot medium-sized routed and switched networks. The CCNA certification is administered by Cisco Systems and is considered one of the most popular certifications in the IT industry.

It typically takes around 6 months to prepare for the CCNA exam. Preparation can include studying books or taking online courses. It is also recommended to have a few years of experience working with Cisco networking equipment before attempting the exam.

The exam itself consists of two parts: ICND1 and ICND2. Both exams must be passed in order to receive the CCNA certification. The cost of each exam varies depending on location but generally ranges from $250-$300 USD per exam.

Overall, obtaining a CCNA certification requires dedication and hard work but can open up many job opportunities in the field of network engineering.

5. ITIL Foundation Certification

ITIL Foundation Certification is an entry-level certification that provides a general understanding of the IT Infrastructure Library (ITIL) framework. It is designed to introduce individuals to the core principles, processes, and best practices of IT service management. The certification is aimed at professionals who work in IT Service Management roles, such as IT Managers, Technical Support Staff, System Administrators, and Network Engineers.

The ITIL Foundation Certification exam consists of 40 multiple choice questions and takes approximately 60 minutes to complete. To pass the exam, candidates must score at least 65% or 26 out of 40 correct answers.

To get certified, you must first register for an accredited course with an approved training provider. The courses usually take two days to complete and can be taken either online or in-person. After completing the course, you will then be able to sit for the ITIL Foundation Exam.

The cost of getting certified varies depending on your chosen training provider but typically ranges from $400-$1,000 USD.

6. HDI Customer Service Representative (HDI-CSR)

HDI Customer Service Representative (HDI-CSR) is a certification program designed to help customer service professionals develop the skills and knowledge needed to provide exceptional customer service. This certification is offered by the HDI, or Help Desk Institute, a global organization dedicated to helping customer service professionals achieve excellence in their field.

The HDI-CSR certification program consists of four courses: Foundations of Customer Service, Building Effective Relationships with Customers, Problem Solving & Decision Making, and Knowledge Management. Each course takes approximately 8 hours to complete and can be taken online or in person at an HDI training center. The cost for the entire program is $1,295 USD.

To become certified as an HDI-CSR, candidates must successfully complete all four courses within two years of starting the program. Once completed, they will receive an official certificate from HDI that recognizes their achievement and commitment to providing excellent customer service.

7. Microsoft Office Specialist (MOS)

Microsoft Office Specialist (MOS) is a certification program designed to validate an individual’s skills in the Microsoft Office Suite of applications. This certification demonstrates proficiency in the use of Microsoft Office programs such as Word, Excel, PowerPoint, Outlook, and Access.

The MOS certification requires passing one or more exams that test an individual’s knowledge and ability to use the various Microsoft Office applications. The exams are administered by Certiport, a third-party testing provider. To become certified, individuals must pass one or more of the available exams.

The amount of time it takes to get MOS certified depends on the number of exams taken and the level of preparation before taking them. Generally speaking, it can take anywhere from a few days to several weeks to prepare for and complete all required exams.

To get MOS certified, individuals must first register for an exam through Certiport's website. After registering for an exam, individuals should study for it using resources such as practice tests and tutorials provided by Certiport or other sources. Once ready to take the exam, individuals must schedule their appointment with a Certiport testing center.

The cost of getting MOS certified varies depending on the number of exams taken and their location. Generally speaking, each exam costs around $90 USD per attempt; however discounts may be available through educational institutions or other organizations.

8. CompTIA Network+

CompTIA Network+ is an industry-leading certification program designed to validate a professional’s knowledge and skills in networking technologies. This certification is designed for IT professionals who have at least nine months of experience in network support or administration, and covers topics such as network technologies, installation and configuration, media and topologies, management, and security.

The CompTIA Network+ certification exam typically takes about 90 minutes to complete. The exam consists of 100 multiple-choice questions that cover the various areas of networking technology. Candidates must score at least 720 out of 900 points to pass the exam.

To get CompTIA Network+, candidates must first purchase the CompTIA Network+ Exam Voucher from an approved vendor. The voucher costs around $300 USD depending on the vendor. After purchasing the voucher, candidates can register for the exam on the Pearson VUE website and select a testing center near them. Once registered, candidates can take the exam at their selected testing center after paying an additional fee (usually around $150 USD).

Once candidates have successfully passed the CompTIA Network+ exam, they will receive their official certificate in the mail within 8-10 weeks from when they took their exam.

9. HDI Desktop Support Technician (HDI-DST)

HDI Desktop Support Technician (HDI-DST) is an industry certification that verifies the skills and knowledge of a desktop support technician. It is offered by the Help Desk Institute (HDI), a global association for IT service and support professionals.

The HDI-DST certification exam tests your understanding of the core concepts and best practices related to desktop support, including troubleshooting, problem management, customer service, communication, technical writing, and more. To become certified, you must demonstrate mastery of these topics through a combination of written exams and practical experience.

The HDI-DST certification process typically takes 4–6 weeks to complete. To get certified, you must first register with HDI and pay the registration fee. After registering, you will be given access to online training materials and practice exams to help you prepare for the certification exam. Once you have completed your training, you can schedule your exam at an authorized testing center near you.

The cost of the HDI-DST certification varies depending on the country in which you are taking the exam. In the United States, it typically costs around $500–$600 for the registration fee plus any additional fees associated with taking the exam at an authorized testing center.

10. CompTIA Security+

CompTIA Security+ is an internationally recognized certification that validates the knowledge and skills of IT professionals in system security, network infrastructure, cryptography, access control and organizational security. It is designed to ensure that IT professionals have the necessary skills to prevent, detect and respond to cyber threats.

The CompTIA Security+ exam consists of 90 multiple-choice questions and takes a maximum of 90 minutes to complete. The exam covers topics such as network security, compliance and operational security, threats and vulnerabilities, application, data and host security, access control and identity management.

To get CompTIA Security+, you must pass the CompTIA Security+ SY0-501 exam. You can take the exam at any Pearson VUE or Prometric testing center. The cost of taking the exam is $320 USD (as of 2019).

In order to prepare for the exam, it is recommended that you have at least two years of experience in IT administration with a focus on security as well as some hands-on experience with networking technologies and security best practices. There are also many resources available online such as practice tests, study guides and tutorials that can help you better understand the material covered on the exam.

Do You Really Need a Technical Support Agent Certificate?

Whether or not you need a technical support agent certificate depends on the type of job you are looking for. If you are applying for a position as a technical support agent, then having a certificate can be beneficial because it shows employers that you have taken the time to learn about the specific field and have received specialized training. It also demonstrates that you have the necessary knowledge and skills to perform the job.

On the other hand, if you are applying for an entry-level position such as customer service representative, then having a technical support agent certificate may not be as important. In this case, employers may be more concerned with your experience and customer service skills than any formal certification.

Overall, it is important to consider your desired career path when deciding whether or not to pursue a technical support agent certificate. If it will help further your career goals and make you more competitive in the job market, then it may be worth considering.

Related: Technical Support Agent Resume Examples

FAQs About Technical Support Agent Certifications

1. What is a Technical Support Agent Certification?

Answer: A Technical Support Agent Certification is a certification that proves a person has the knowledge and skills necessary to provide technical support for customers. It typically includes instruction on troubleshooting, customer service, and communication.

2. How do I become certified as a Technical Support Agent?

Answer: To become certified as a Technical Support Agent, you will need to complete an approved training program or course that covers the topics needed for certification. This may include online courses, in-person classes, or self-study materials. Once you have completed the training program or course, you can take an exam to receive your certification.

3. How long does it take to get certified as a Technical Support Agent?

Answer: The amount of time it takes to get certified as a Technical Support Agent can vary depending on the type of training program or course you choose and how quickly you are able to study and complete it. Generally speaking, most people are able to get certified within two months if they dedicate enough time and effort into studying for the exam.

4. What are some of the benefits of becoming certified as a Technical Support Agent?

Answer: Becoming certified as a Technical Support Agent can open up many opportunities in the IT field, including higher pay and increased job security. Additionally, having this certification can demonstrate your commitment to customer service excellence and give employers confidence that you have the necessary skills for providing technical support services effectively.

5. Are there any prerequisites for becoming certified as a Technical Support Agent?

Answer: Some programs may have prerequisites such as prior experience with computers or customer service experience before enrolling in their training program or course; however, this is not always required in order to become certified as a Technical Support Agent.