The difference between Application Support & Tech Support (and why it really matters)

On the busy Infrastructure Desk here in Cpl we receive dozens of applications every week from candidates seeking entry-level roles which are often in areas of Technical and Application Support. Many of these candidates are recent graduates who tell me they are open to any sort of IT Support role without realising the importance of this career step.

At the risk of oversimplifying things, you can generally say that if you have strong software / database skills you should consider Application Support while if you have an interest in networks, systems and other infrastructure you should apply for Technical Support roles.Application support roles

• The most desirable skills for Application Support roles include:SQL
• Java
• Front-end development (HTML, CSS, JavaScript)
• .NET languages

Of course, programming skills are not always required and positions in which candidates support CRM / ERP systems and proprietary software also fall into this bracket.

Application support job titles usually include App Support, Software Support and Helpdesk Analyst.Technical support roles

Entry-level roles for those interested in infrastructure careers usually include an element of internal or end-user support where the most sought-after skills are in Windows Server and Cisco technologies.

Further certifications in these areas really add weight to an application and many employers offer educational assistance to help staff upskill. Technical support job titles usually include Technical Support, Desktop Support and Helpdesk Engineer.

There are many areas of crossover between Application and Technical Support (as both require a general understanding of Operating Systems and how networks function) but SQL is rarely required for the former nor Active Directory for the latter…at least at entry-level.Your future career

The perils of embarking on the wrong career path are obvious and can mean spending years in a position that you don’t enjoy and that you will leave for the other eventually.

The most common career paths for Application Support Analysts include Software Developer, IT Consultant and Business Analyst while the most common career paths for Technical Support Engineers include Systems Administrator, Network Engineer and IT Manager.

For new graduates who are eager to pay off student loans, the distinctions above are not always the most relevant but in an ever-expanding IT market where skilled technology professionals are in high-demand, these are worth considering from the outset.