IT Support Engineer

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An IT Support Engineer monitors and maintains computer systems and networks. The role of the IT Engineer usually depends on the organization’s network configuration and needs. The professional’s job may be confined to just one team or assigned to multiple teams. In recent times, most organizations are dependent on computers for decision-making and operations. In these situations, it becomes crucial to have a professional for the maintenance of client IT systems.

The IT Support Engineer is responsible for taking offer application and technical support to the users. They have to respond and resolve the support requests and service tickets. It is a part of their job to identify, diagnose and rectify any issues in computer hardware, software, services, and applications. The engineer should offer reactive and proactive support to business units and take into consideration the critical issues.

The professional should investigate the problems and recommend effective remedies for the prevention of problems. They assist with troubleshooting technical issues and also play an important role in policy related end user issues, servers, storage, and networking technology. The engineer will look into the selection and installation of IT equipment and software. They need to handle security control and IT systems management.

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Job Description:

A Support Engineer resolves all IT-related problems. They should possess deep technical knowledge to address network faults quickly and efficiently. The professional will assist in managing projects along with reviewing the operational manual. The technical support experience comes in handy and having a strong in delivering IT technical service and process, in line with ITIL methodologies is an added advantage. The engineer has to provide technical support and troubleshoot any IT related issues. The job role includes tasks such as setting up an email, enhancing and developing IT provision and system diagnostics. Apart from these, here are some important tasks that come under this job purview:

Monitoring

Primary responsibilities of a Support Engineer include continuous monitoring of systems, software, and hardware. These professionals keep track of the developments with the help of monitoring tools. They identify the network issues and resolve them quickly. They often work with multiple parties on a day-to-day basis. They will guide the organization in investing in proper monitoring tools while also training employees on how to use them. The IT Support Engineer will play an active role in monitoring the PC’s, software and servers. They manage inventory of tools, fixtures, and the procurement. The professional must work closely with different teams and vendors as and when required. They should provide all the necessary technical support to different team members to overcome any issues.

Troubleshooting

The IT Engineer should prioritize and work on client issues without disturbing their workflow. Troubleshooting relies on a step-by-step procedure. They should always look for causality to identify the problem. It will make it easier for other professionals to resolve it. The professionals should have strong troubleshooting skills with an eye for minute details. They must offer strong technical support and assistance to troubleshoot one or more issues that may occur.

Interacting

Interacting with clients plays a crucial role in addressing issues. They must make themselves available for assistance. The professionals generally keep in touch with all departments to ensure a productive network environment. They should communicate with the employees in non-technical language. The professionals must have excellent customer service, verbal and written communication skills to be able to interact with end users of various technical levels.

License Management

The IT Support Engineer is responsible for the accounting of licenses on each PC and server. They have to take care of the procurement of licenses, installation, tracking, and other details.  It is them who makes sure that the software components have a valid license. The engineer has to audit license status and document it for further use.

Material accounting

It is the responsibility of the IT Support Engineer to take care of the accounting of materials. They must provide monthly purchase, inventory, consumed, and other details to the finance department. The professional has to look into material receipt, QA process, material rejection and related information. They have to maintain periodic material audits and reporting of lost/found material.

Education Background

A candidate should have a bachelor’s degree in computer science or information technology. Undergraduate students must take courses in communication technologies, software engineering, computer programming, computer networking fundamentals or technical writing. Staying up to date with the latest technology trends enhances career prospects in the field.

Certifications

In the world of technology, IT support professionals hold a strong position in any organization. It is important to have certain specializations that will help the candidates to withstand the competition and land a job. These certifications offer a wide range of knowledge and expertise on important subjects. In the current job market, having a certification provides the candidate a decided advantage. These certifications give you in-depth knowledge and understanding of the subject and are the perfect way to keep up in the fast-paced world of technology.

CompTIA A+ 220-902

The CompTIA A+ 220-902 certification will help the candidate to install, configure, and troubleshoot the Microsoft Windows, Linux, and OS X PC operating systems and others. The individuals have the ability to configure and manage PC and mobile device network connectivity. The certification validates skills such as authentication, security policy, encryption, and firewalls. It will provide the necessary knowledge to use anti-virus tools to prevent and recover from malware infections.

CompTIA A+ 220-901

The CompTIA A+ 220-901 validates the skills of the candidate to identify various types of PC, laptop, and mobile device components, including motherboard, CPU, memory, and storage, input, and output devices. The certification will give the candidate a better understanding of how to install, configure, and troubleshoot peripheral devices, system components, print devices, wired and wireless LAN links and internet access devices.

ITIL Intermediate: Operational Support & Analysis (OSA)

The Operational Support and analysis certification will focus on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. It will teach the individual how to implement the ITIL processes that will enable them to deliver and support services to customers.

Microsoft Certified Systems Engineer (MCSE)

The Microsoft Certified Systems Engineer certification is specially aimed at candidates who want to design and implement the infrastructure for business solutions based on the Microsoft Windows Server 2003 platform. The certification is offered in eight different categories such as Server Infrastructure, Desktop support, and Infrastructure, Private Cloud, Data Platform, Business Intelligence, Messaging, Communications and SharePoint.

IT Support Engineer Salary

According to Paysa, this position earns on an average about $133,531 in Seattle. It ranges from $116,313 at the 25th percentile to $147,218 at the 75th percentile. Senior professionals make more than $165,401. The Indeed.com salary estimate states that on an average IT Support Engineer earns about $49,672 per year in the United States. The data is collected from 6,638 employees who anonymously submitted to indeed in the past 36 months. The average work tenure of the IT support Engineer is 1-3 years experience.

Career opportunities

The U.S. Bureau of Labor Statistics (BLS) says that jobs related to IT engineering will go up by 17 percent from 2012-2024.The candidates with work experience have more chances of getting placed. More opportunities are on the way for individuals who have strong communication, troubleshooting, problem-solving and analytical skills. They must have excellent technical skills when it comes to their company's products and able to learn about new technologies quickly.

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