What is the role of a support engineer?
A support engineer’s role will be to monitor systems, software and hardware and keep track of any developments. You will also be helping customers and colleagues by resolving issues/troubleshooting and helping colleagues and clients resolve any technical issues they may be having. You will also be providing answers and instructions on how to resolve technical and more complex problems to clients.
Responsibilities:
Support the implementation of new applications and solutions
Identify solutions to software and hardware issues and diagnostics
Troubleshoot technical issues
Preparing new starters equipment and software set up
Assist clients in solving technical issues in person, over email or over the phone
Manage multiple open cases at once
Provide accurate reporting, documentation, and technical knowledge
Support release of new applications and test new technology and applications
Create a good relationship with both customers and other people such as software developers
Aiding in shaping how IT supports the business as a whole
Tech Stack:
Microsoft Azure stack
Powershell
Cloud computing
DNS
VPN
LDAP
Types of support engineer:
Applications support specialist
Help desk operator
Maintenance engineer
Technician
Qualifications:
A degree in a relevant field, like computer science, software engineering, IT is necessary
Qualifications in Microsoft, Cisco or similar is appreciated
Previous experience as a technical support engineer or IT engineer/technician is useful
Good understanding of computer systems and tech
Ability to communicate technical issues to customers and colleagues
Be able to work on and manage several open cases/issues at once
Ability to think logically and solve problems
Strong attention to detail
Ability to time manage and organise workload
Brilliant customer service skills
Professional Development:
Within your role you will be able to complete different training courses usually offered by companies, these can include IBM, Oracle, Cisco, Microsoft. These will all enable you to enhance your understanding and develop your knowledge and expertise in particular areas. You will also have the opportunity to move to a more specialised role either within your company or elsewhere once you have gained experience or become a supervisor within your department. Alternatively, you can move to other roles within your sector which include a software engineer role or a network engineer.
Alternative careers:
Network Engineer
Application Analyst
Technical sales engineer
Penetration tester