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.
As a Support Engineer you will provide IT support to customers via helpdesk software applications, email, and phone calls. In addition to setting up accounts and installing applications, support engineers resolve technical issues, configure networks, and escalate serious problems to the software development team when needed.
Responsibilities:
Support the implementation of new applications and solutions
Solving technical queries over the phone and via email
Identify solutions to software and hardware issues and diagnostics
Troubleshoot technical issues
Ensuring issues are fully closed off and communicated to clients
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 / support tickets 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
Meeting SLA's including fast phone pickups, client priority tickets and billability
IT troubleshooting using targeted customer enquiries
Keeping track of performance metrics and documenting errors
Providing IT developers with customer feedback on application functionality
Support on IT projects (Security, Infrastructure, Development)
Tech Stack:
Microsoft Azure stack
Powershell
Cloud computing
DNS
VPN
LDAP
Good experience with Microsoft technologies - Microsoft 365, Windows 10 etc
Experience working with Windows Server
Freshdesk
Zendesk
Types of support engineer:
Application support specialist
Help desk operator
Maintenance engineer
Technician
IT support engineer
Infrastructure support engineer
Technical support engineer
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
Expertise in resolving IT issues for customers
Knowledge of PC hardward and software
Excellent communication skills both written and verbal
The ability to monitor performance metrics and document processes
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