A Technical Support Engineer is generally hired by a company to oversee and maintain their computer hardware and software systems. Their skills assist the company in resolving technical issues concerning customer's accounts or company software infrastructure. A Technical Support Engineer will also support computer software integration by diagnosing and troubleshooting common problems. Employees holding this job title generally begin in IT or IT Assistant roles.
A bachelor's degree in Computer Science or closely related degree is required for the position. Additionally, some companies also require certification in industry-specific networks or operating systems. Individuals with a strong customer service background and a positive outlook on problem-solving tend to excel in the position of a Technical Support Engineer.
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
- Actively update, maintain and monitor all aspects of computer networks
- Install and configure computer systems and applications within the company
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- Act as the initial point of contact for all computer and system related concerns from clients or other employees
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware
- Industry-specific certification in relevant computer languages or software may be required
- 3-5 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
- Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
- Extensive experience working with different operating systems including Windows and Mac OS
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Ability to prioritize and manage several milestones and projects efficiently
- Professional written and interpersonal skills are essential when communicating with customers and clients
- Experience installing and configuring computer systems and applications for a large company
- Accept constructive criticism and customer feedback regarding their experience with software or IT services