What is a role of a technical support?

[Intro Paragraph] Begin your technical support specialist job description with a concise introductory paragraph or short bullet list that tells the prospective applicant a little bit about your company and the working environment. Are you a well-established tech firm with lots of room for advancement? Or are you an exciting and casual startup? Whatever makes your company stand out can help entice candidates who are a good fit to apply for your opening.

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Technical Support Engineer responsibilities include:
Responsibilities
Requirements and skills

Technical Support Specialist Job Responsibilities

Installs, modifies, and makes minor repairs to computer hardware and software systems.
Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
Maintains system functionality by testing computer components.
Helps design and implement networks.
Consults with users to determine appropriate hardware and software needs and assists in placing orders.
Maximizes computer systems capabilities by studying technical applications and making recommendations.
Tests compatibility of new programs with existing ones.
Gathers data to identify and evaluate technical purchasing options.
Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
Installs software and necessary applications for workflow.
Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
Maintains system capability by testing computer components.
Carries out software, network, and database performance tuning.
Documents hardware and software updates.
Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
Prepares reference material for users by drafting operation instructions

[Work Hours & Benefits] In this section you should try to sell the position in the way your first paragraph sold your workplace. Technical support specialists are in high demand, so make sure to mention the kinds of perks and benefits that are likely to appeal to them, such as remote work, flexible scheduling, tuition reimbursement, or upskilling opportunities. To ensure that the salary range you mention is in line with similar salaries for technical writers in your region, use a salary tool that allows you to input job title and location.

Technical Support Specialist Qualifications/Skills:

Excellent problem-solving and troubleshooting skills.
The ability to communicate technical information in an accessible manner to non-technical employees.
A process improvement mindset.
Software maintenance and testing capability.
Vendor relations.
Basic knowledge of networking principles and operating systems.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Customer-service focus.
Collaborative mindset.
Hands-on problem-solving ability.
Knowledge of script languages such as Python, JavaScript, Java, C#, etc.

Education, Experience, & Licensing Requirements:

Associate’s degree or above in computer science, information systems, or related field
Prior experience working on a Helpdesk, in IT, or similar technical function

[Call to Action] End your technical support specialist job description with a call to action (CTA) that encourages qualified candidates to upload or email a resume, fill out an online application, or contact you.

Now that you’ve employed best practices to create a high-quality job description for the next member of your computer systems support team, post your opening online and find the candidate who’s the right fit. Qualified candidates are scarce, but a free job listing can help launch your search for your next great hire.

This Technical Support Engineer job description template is optimized for posting in online job boards or careers pages. It’s easy to customize with duties and responsibilities when hiring for a support role. Similar job titles include Customer Support, Software Support, Desktop Support, Help Desk and IT Support Engineer.

Technical Support Engineer responsibilities include:

Taking ownership of customer issues reported and seeing problems through to resolution
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Job brief

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients

Requirements and skills

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Zendesk)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

A Technical Support Engineer is the go-to person for all computer hardware and software needs. Companies hire them because of their skills in resolving customers' accounts or company issues concerning technical infrastructure management.

What are the duties and responsibilities of a Technical Support Engineer?

A Technical Support Engineer provides customer service for computer hardware and software. They troubleshoot issues related to their company's accounts or any other miscellaneous tasks in the field as determined by their manager.

What makes a sound Technical Support Engineer?

Technical Support Engineers must communicate technical issues, no matter the customer's background or experience level. They need all types of people working together in a team environment so that everyone can benefit from clarity on how something works.