Technical Support Engineer

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Technical Support Engineer

A Technical Support Engineer, also known as an IT support specialist, helps in resolving technical issues of computer systems, such as software, hardware, and other related IT related problems. They 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’s job responsibility varies with industries; e.g., in the telecom industry, they troubleshoot network issues, install new hardware, provide customer care, etc. Most importantly, technical support engineers have to work round-the-clock to provide quality customer service to their organizations or 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. 

Job Description

A tech support engineer should provide enterprise-level support to customers, which are raised through different media. They should research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.

Responsibilities

The following are some primary tasks of an engineer.

  • 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.

Prospects

Employment opportunities for computer support specialists are expected to grow 11 percent during the period 2016-2026, which surpasses the average for all technical occupations, according to the US Bureau of Labor Statistics. Demand for them will grow, as organizations will require more support services when they upgrade or buy hardware and software.

After gaining experience, they can advance their careers by becoming network controllers, network analysts, IT project managers, etc.

Education Qualifications and Other Requirements

A bachelor’s degree in computer science, software engineering, information technology or other related disciplines is required to pursue a career as a technical support engineer. Some companies hire candidates who have either pursued an associate degree or have no degree but have extensive experience and necessary skill sets.

They should have experience of working with different operating systems (Windows or Linux or Mac OS), extensive understanding of computer systems, networks, mobile devices, and other technological equipment, expertise in LAN/WAN/MAN, and knowledge of scripting languages (Perl, Python or BASH), among others.

Technicians should be conversant with help desk software, such as Zendesk, and remote desktop applications. 

They should have a strong customer focus and technical knowledge of their companies’ products or services. Finally, engineers should be able to multi-task.

Salary

The average annual salary of a technical support engineer is $61,473 in the United States. If they wish to freelance, they can earn $23.46 per hour, according to Payscale.

What Field Engineer does

If you want to be hired as a freelance Technical Support Engineer in the Freelance Marketplace for Telecom Engineers, visit Fieldengineer.com. It helps you to connect with employers who are looking out for qualified candidates. About 40,000+ engineers belonging to different fields in more than 180 countries have registered on this platform in an effort to help companies select candidates with the skills they need.

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