IT Support Engineer Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of an IT Support Engineer. Feel free to use our job description template to produce your own. We also provide you with information about the salary you can earn as an IT Support Engineer.
Who is an IT Support Engineer?
IT support engineers, also called technical support engineers, are experts who offer technical support to customers with hardware, software, and networking issues. To assist with software installations, network outages, hardware issues, and other IT-related problems, they operate on-site or via remote systems. Computer systems and networks are monitored and maintained by an IT support engineer. Usually, the network requirements and configuration of the organization dictate the IT engineer’s job description. The teams to which an IT engineer is allocated can be numerous or limited to just one.
The majority of businesses rely on computers these days to run their operations and make decisions. For the maintenance of client IT systems in these circumstances, having a qualified IT engineer is essential. Continuous system, software, and hardware monitoring are one of a support engineer’s main duties. With the aid of monitoring equipment, these professionals maintain tabs on the advancements. They locate the network problems and swiftly fix them. Daily, they frequently collaborate with numerous parties. They will advise the company on the best monitoring instruments to purchase and train staff on how to use them. The IT support engineer will actively participate in the server, PC, and software monitoring. They oversee the procurement, fixtures, and tool inventories. The professional must collaborate closely as needed with various teams and providers. They should give each team member the technical assistance they need to solve any problems.
The IT support engineer is in charge of providing users with application and technical help. The support inquiries and service tickets must be addressed by them. Their duties include locating, diagnosing, and fixing any problems with computer hardware, software, services, and applications. The IT engineer should give business units both reactive and proactive support while taking the most pressing issues into account. The expert should look into the issues and suggest workable solutions for problem prevention. IT engineering entails helping with technical problem-solving and having a significant impact on end-user policy issues, servers, storage, and networking technology. The engineer will investigate the choice and setup of IT hardware and applications. Both IT system administration and security control must be handled by them.
All issues involving IT are fixed by an IT support engineer. To swiftly and effectively fix network problems, they should have a strong technical background. The expert will study the operational handbook in addition to helping manage projects. The ability to deliver IT technical services and processes by ITIL principles is advantageous, and previous experience providing technical support is helpful. The engineer is responsible for offering technical assistance and troubleshooting any IT-related problems. IT engineering encompasses duties including setting up email, establishing and improving IT infrastructure, and performing system diagnostics. There are many IT support levels that you may anticipate, along with the activities and responsibilities that typically go along with each one. They comprise:
1st line IT support: The help that a customer will first contact when they have an IT issue is known as first-line support, as you might have guessed from the title. A client’s issue should be resolved as fast and effectively as possible by a first-line support provider so that the consumer can continue with their day. They typically possess a thorough overall understanding of the items and are knowledgeable and skilled enough to address the majority of simple problems. It will be noted and forwarded to 2nd line support if the first-line support team is unable to resolve the problem. The primary means of communication will be the phone, while support may also be offered online. Helpdesk operator, IT call desk, first-line support engineer, first-line network support analyst, and more are among the first-line IT support job titles you may come across.
2nd line IT support: Customers that have problems that are too specialized or technically complex for the first-line support employees are assisted with second-line support. As a result, although first-line support will have a general understanding of the products/problems, second-line support will have extensive and specialized knowledge to address client difficulties. To assist the client, second-line support will probably have several discussions with them. You may encounter positions with titles like desktop support analyst, IT support technician, and second-line support engineer.
3rd line IT support: Teams of skilled experts who can identify the root of the issue or problem and then assist in its resolution will make up the third line of assistance. As a result, if a problem is too complicated, it will be handled by the first, second, and third lines of help. Network specialist, server engineer, and engineer for third-line support are some of the typical job titles for this position.
IT Support Engineer Job Description
Below are the IT Support Engineer job description examples you can use to develop your resume or write an IT Support Engineer job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
- Find answers to hardware and software problems through research.
- Analyze, troubleshoot, and diagnose software, networking, or hardware issues with clients in person.
- Update, maintain, and vigilantly keep an eye on all facets of computer networks.
- Install and configure computer systems and applications within the business.
- Answer consumer questions and assist in problem-solving and problem-solving
- Complete reports detailing the procedures taken to address requests for technical assistance, the dates and people involved, and the requests themselves
- Help the management create training materials for using and fixing computers.
- Serve as the first point of contact for all inquiries from clients or other workers regarding computer and system issues.
- Fill and organize documentation relating to hardware warranties and user manuals.
- Respond to client requests for IT support.
- Offer technical help on-site or through remote access systems.
- Present options that will satiate the client’s wants.
- Fix software bugs, networking problems, and hardware malfunctions.
- Ensure positive client relationships.
- Monitor and control work records.
- Assemble job reports
- Give customers timely and accurate feedback.
- Consult an internal database or outside sources to deliver precise tech solutions.
- Make sure every problem is properly logged.
- Set priorities for and simultaneously handle many open concerns.
- Check-in with clients to make sure their IT systems are completely operational after troubleshooting.
- Give accurate and timely reports.
- Create guides and notes to record technical information.
Qualifications
- Computer science, information technology, or a similar discipline as a Bachelor’s degree.
- Experience working as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a related position
- Practical knowledge of the Windows, Linux, and Mac operating systems
- A solid understanding of computers, smartphones, and other tech items
- A capacity for basic technological problem-solving and diagnosis.
- Familiarity with IP-based protocols, web services, and APIs.
- Scripting knowledge in languages like Perl or Shell.
- Working knowledge of help desk and remote desktop programs (eg. Zendesk).
- Strong communication and problem-solving abilities.
- Excellent interpersonal abilities.
- Ability to give verbal and written instructions with detailed explanations.
- A bonus is having additional certifications in technologies like Cisco, Microsoft, Linux, or another similar one.
- The capacity for critical thought.
- Excellent time-management abilities.
Essential Skills
- Communication: Technical support engineers need to be able to explain problems and solutions in a way that is equally understandable by the tech whiz and the technologically impaired user to effectively communicate technical concerns to coworkers and clients from a variety of backgrounds. Additionally, they must be adept listeners who pay close attention to the user’s worries before addressing them.
- Flexibility: Jobs as tech support engineers require a high degree of flexibility. People in these positions frequently have to work nights, weekends, and even during the day. They might occasionally need to work on-site, while other times they might need to work remotely or be on call. Possessing a flexible schedule may be advantageous while applying for jobs. Tech employees may frequently be working alone to address issues, but they also need to be able to recognize when to escalate problems and work well with others in a team setting. Being versatile and flexible is essential.
- Patience: Tech support specialists frequently deal with irate customers. Even kind people may be rude. However, tech support professionals must keep their composure and refrain from expressing rage or impatience. They must be able to gently assist in solving the issue while patiently hearing each client’s worries. It takes a lot of kindness, patience, and understanding to work with clients and consumers.
- Problem-Solving: Good tech support engineers are masters at problem-solving. He or she must pay close attention to the user’s concerns, identify the precise nature of the issue, and develop a strategy for resolving it. This frequently entails unique approaches to solving problems.
- Technical Skills: Naturally, technical support engineer jobs require a strong set of hard skills. The minimum educational need for IT support engineers is typically an associate’s degree in computer science or a closely related subject. You may require knowledge of a range of software and hardware, web-based apps, and other things depending on the business and the particular role. IT support engineers should not only have a solid technical foundation but also keep up with the latest gear and applications. Tech employees must stay current because technology advances quickly. An IT support engineer is consequently expected to know Linux/Unix, Java, JavaScript, Knowledge-based Systems, PC, Mac, Familiarity with Support Tickets, Call Center Support, Basic Scripting, and Programming, Maintain Data Reports, Microsoft SQL Server, Operating Systems, Basic Coding, Project Management, Read and Analyze Application Logs, Server and NoSQL.
How to Become an IT Support Engineer
Step 1: Complete a Postsecondary Degree
You can acquire the skills required for a position as a technical support engineer by enrolling in and completing an undergraduate degree. You can major in computer science, information technology, or software engineering. Computer support specialists typically need a bachelor’s degree, though some employers may hire those with an associate’s degree, according to the U.S. Bureau of Labor Statistics. According to a survey of open vacancies, employers strongly favour candidates with bachelor’s degrees. Computer science, computer engineering, information systems, or a related topic are common programs. The program’s fundamental prerequisites also include knowledge of operating systems and database administration in addition to computer programming languages like C+ and C++. Students also learn how to build computer architecture, employ algorithms in programming, and evaluate system performance. Programs may also include electives in Java development, Internet applications, and Web design. Selecting a curriculum that is accredited is crucial. Programs that have been endorsed by ABET, Inc., formerly known as the Accreditation Board for Engineering and Technology, may be of interest to prospective students. Programs in computer engineering, computer engineering technology, computer science, information engineering technology, information systems, and information technology were accredited by this organization. You could want to finish an internship as well. A person may take part in an internship program with a nearby telecommunications company or another organization. Through internships, students can gain practical experience with technical assistance, networking, and computer applications in a business setting. Furthermore, these possibilities may be used as credit toward a degree.
Step 2: Earn Voluntary Credentials
There are several certifications offered by the Computing Technology Industry Association (CompTIA) in the installation and troubleshooting of computer hardware, software, and systems. Aspiring technical support engineers should think about obtaining the CompTIA A+ certification, which attests to their familiarity with computer systems and may broaden their work options. A qualifying exam must be passed to become certified. You can obtain your CompTIA A+ certification to attract job managers’ attention. This one teaches you how to investigate and attempt to resolve a variety of software and platform problems. Maintain your certification regularly. Every three years, CompTIA A+ certified workers are required to routinely refresh their certification status. To stay current on technical support best practices entails taking the certification exam and going to classes, seminars, and workshops.
Step 3: Find Employment
Technical support engineers may work for software developers, product designers, and technical support teams in enterprises, institutions of higher learning, and other organizations. New employees frequently start by helping seasoned technical engineers modify computer systems, install hardware, and carry out routine maintenance on system applications. As recruits gain expertise, they might start replying to emails from external clients or taking calls from internal computer users. These experts may also keep an eye on the effectiveness of computer systems to make sure that the hardware, software, and applications are operating at peak efficiency.
Step 4: Gain Continuing Education
Those who have earned their certifications are required by CompTIA to recertify every three years. By retaking and passing the certification exam or finishing continuing education requirements recognized by CompTIA, certifications may be renewed. People who already have the CompTIA A+ certification must finish 20 units. Credit is provided, among other things, for finishing up authorized coursework, going to seminars, and writing papers. A yearly fee is also required of individuals. Candidates may have a competitive advantage while looking for growth chances if they keep their certification current.
Where to Work as an IT Support Engineer
IT support technicians are employed by an organization’s IT department, where they are responsible for the maintenance, support, and monitoring of the organization’s IT infrastructure. An information technology (IT) support engineer who is tasked with dealing with computer and software issues can be found in almost every office. IT specialists may be recruited by the business in-house or contracted out to an IT engineering firm. IT support engineers work for a wide range of companies, both in the public and private sectors, including software and equipment suppliers, application service providers (APS), IT maintenance firms, call centres, retail chains, financial institutions, education (schools, colleges, universities), local government, and health trusts. Self-employment is a possibility, but it’s not an easy route because it would require you to keep your skills current in so many different IT areas. You could provide contract services to large organizations. Technical support engineers are employed by businesses of various sizes. It’s more crucial than ever for organizations to hire career technical support engineers to support expanding IT teams and needs in a market where support services are being driven in-house by high outsourcing prices and turnover rates.
IT Support Engineer Salary Scale
A technical support engineer who reviews and resolves software and hardware issues can earn around $62,770 per year with postsecondary education, experience, and optional certification. According to competency, experience, skills, gender, and location, IT Support Engineer wages in the US typically range from $27,000 to $375,445 per year. In Nigeria, the average monthly salary for a technical support engineer is roughly 276,000 NGN. From 144,000 to 422,000 NGN are paid in salaries.