Technical Support Engineer
A Technical Support Engineer, also known as an IT support engineer, helps in resolving technical issues within different components of computer systems, such as software, hardware, and other network-related IT related problems. A technical service engineer can work in a wide range of industries, such as telecom, automobile, medical and healthcare services, information technology, aerospace, and many more. A technical support engineer job description varies based on the industry, for example, in the telecom industry, a IT support engineer troubleshoots network issues and install new hardware, while providing customer care. Most importantly, the average technical support engineer works round-the-clock to provide quality customer service to their organization and their clients.
Technical support engineers are highly skilled in fixing any technical problems, including network configuration and account setup, clarifying the doubts that customers raise with regard to products or services through their calls and emails, and resolving their issues on priority.
Apart from possessing excellent analytical and problem-solving skills, these engineers should have solid verbal and written communication skills. They should be able to work calmly when under pressure.
IT support specialists should be good team players. They should take responsibility for all technical issues.
A technical support engineer should provide enterprise-level support to customers. A engineers resume should address their ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.
The following are some primary tasks of an IT support engineer that should be seen in a technical service engineer job description.
- They install and configure computer applications.
- Engineers monitor and maintain computer networks.
- They configure operating systems.
- Technicians resolve issues related to the network.
- Technicians prioritize and manage the workflow.
- They diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems.
- Engineers design computer systems to meet the particular requirements of their organization or clients.
- They should possess the ability to learn and work on changing and emerging technologies.
- Technicians are the first point of contact for clients for issues concerning their computer systems and equipment.
- They keep track of users’ system issues until they are resolved by adhering to the agreed timelines.
- To resolve complex problems, engineers interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
- Engineers maintain procedural documents and reports.
- They follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
- Technicians provide accurate feedback to customers promptly.
- They ensure proper logging of all issues.
- Engineers follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
- They prepare accurate reports promptly.
- Technicians document technical knowledge in the knowledge database.
- Engineers also train people on how to use different types of systems.
- They monitor daily performance of technical systems.
- Technicians help companies deploy new software or hardware systems.
According to the US Bureau of Labor Statistics, employment opportunities for a technical service engineer are expected to grow 11 percent between 2016 and 2026, which surpasses the nationwide average for all technical occupations. Demand for technical support engineers will grow, as organizations expand and require more support services when they upgrade or buy new hardware and software systems.
Education Qualifications and Other Requirements
In order to join the technical support engineer career path, a bachelor’s degree in computer science, software engineering, information technology or another related discipline is required. Some companies hire candidates who have either pursued an associate degree or have no degree, but the lack of formal education is made up for with extensive experience and necessary skill sets.
An IT support engineer should have experience working with different operating systems (Windows, Linux or Mac OS), an extensive understanding of computer systems, networks, mobile devices, and other technological equipment, along with expertise in LAN/WAN/MAN, and knowledge of scripting languages (Perl, Python or BASH), among others.
Those who are serious about pursuing the technical support engineer career path should be conversant with help desk software, such as Zendesk, and remote desktop applications.
It is also important to have a strong customer focus and technical knowledge of their companies’ products or services. Along with the ability to multi-task.
The average technical support engineer salary is $61,473 in the United States. If technical support engineers wish to freelance, they can earn $23.46 per hour, according to Payscale.
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