Technical Support Engineer Job Description

What is a Technical Support Engineer?

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.

Technical Support Engineer Job Description Template

Job Overview

Example Co. is one of the leading companies in our field in the area. We're proud of our 3.6 rating on Glassdoor from our employees. We are hiring a talented Technical Support Engineer professional to join our team. If you're excited to be part of a winning team, Example Co. is a great place to grow your career. You'll be glad you applied to Example Co.

Responsibilities for 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

Qualifications for Technical Support Engineer

  • 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

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