The job of a technical support engineer is to fix and diagnose computer and IT issues. Technical support engineers are expected to be a little more familiar with computer networks because this knowledge can help them solve problems with a group of computers trying to print to the same computer network on a shared printer or similar problems.
Below are some of the duties performed by an IT support engineer:
1. Fix devices that fail on communication
When a device stops working or stops communicating with other nodes or devices, it can often affect many users trying to use the failing device’s services. A little understanding of networks helps technical support identify the root cause of the problem and identifies potential solutions that need to be implemented to make the IT service work smoothly.
2. Upgrading system software
Sometimes permanent solutions cannot be implemented because the system may need to be upgraded first or there may be compatibility issues. Because of this, intermediate solutions or workarounds can be performed until system compatibility and updates are fixed or stabilized. With most IT departments advocating ITIL as the framework for its service and support. This ensures that the company’s managed IT support services and supported through best practices, creating a professional image for the IT department.
After upgrading the system, projects to implement permanent solutions can be planned and executed. Technical support technicians will deal with these types of problems, and much more.
3. Backing up and retrieving data
Other issues that the tech support engineer will address include backups and recovering data from events when data is lost or users accidentally delete a file. The technical support engineer restores the data and closes the help desk support calls when it is complete.
4. Fixing hardware
Other support requests fix or replace bad hardware devices. Depending on the size of the organization, support engineers work in a structured team environment. Therefore, being a team player is a must. Technical support technicians can turn to the customer in one day and solve the problem the next day, so it’s important to know that a degree of flexibility is required.
As you’ve probably noticed, the role of a technical support engineer is diverse and broad, with multiple facets. As a technical support engineer, there are two main paths, one in infrastructure and design, the other in software development and database design. After completing a computer science course, both courses require a lot of practical experience that has been developed and optimized over time.
The more you specialize, the more likely you become subject matter experts or SMEs. As you get along with simple problems and technical issues, you’ll face more complex and challenging issues. Often, you need to guide others within a small technical department or team. This includes passing on your experience to apprentices and juniors entering the industry.
To get a job as a technical support engineer, this is the first step to becoming one. You can expect potential employers to prove that they are up-to-date with today’s technologies. It describes a simple and effective way to write and speak about a topic that you know about. Using a good resume template is one of the most effective ways to improve your job search.