Technical Support Engineer Job Description Template

Use this Technical Support Engineer job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.

Technical Support Engineer Job Description Template

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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

  • 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

What does Technical Support Engineer do?

A Technical Support Engineer's day-to-day responsibilities vary depending on the industry, company, and specific job requirements. However, here are some common tasks that a Technical Support Engineer may perform:

  1. Respond to user inquiries: The main responsibility is to assist users with their technical issues, whether it's through phone calls, emails, or live chat. This includes troubleshooting problems, providing solutions, and offering guidance.

  2. Troubleshoot hardware and software issues: Identify and resolve technical issues related to hardware, software, or network connectivity. This may involve diagnosing problems, running diagnostic tests, and providing step-by-step instructions to resolve the issue.

  3. Provide technical expertise: Offer in-depth technical knowledge to assist users in resolving complex problems or providing guidance on using specific software or hardware products. This may involve conducting research to find appropriate solutions or reaching out to other team members for assistance.

  4. Document and track issues: Maintain detailed records of user interactions, problems reported, and solutions provided. This helps in tracking recurring issues, analyzing trends, and providing a reliable knowledge base for future reference.

  5. Collaborate with other teams: Work closely with other teams such as development, quality assurance, and product management to investigate and resolve complex technical problems. This may involve reporting bugs or suggesting product improvements based on user feedback.

  6. Stay up-to-date with technology: Continuously update knowledge on the latest hardware and software technologies, industry trends, and related products to provide the best possible support to users.

  7. Participate in training and knowledge sharing: Attend training sessions, webinars, or workshops to improve technical skills and keep up with changes in products or technologies. Additionally, actively contribute to the company's knowledge base by creating or updating documentation and sharing insights or best practices with the team.

  8. Escalate issues when necessary: If a problem exceeds the Technical Support Engineer's expertise or requires further attention, they may escalate the issue to higher-level support, engineering teams, or management.

Overall, a Technical Support Engineer works to resolve technical issues, assist users, and ensure smooth operation and optimal utilization of hardware, software, or other technical products.

Technical Support Engineer Job Description Examples

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