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Technical Support Engineer Job Description

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A Technical Support Engineer delivers technical assistance to clients both in-person and through remote channels. This role includes proactively addressing and resolving a diverse range of technical issues, ensuring a seamless experience for customers from the initial contact through to the successful resolution of their concerns.

Technical Support Engineers leverage their expertise to diagnose and troubleshoot hardware and software problems, employing effective communication skills to guide clients through issue resolution.

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Simplify your online job advertisement. Copy or download our free Technical Support Engineer Job Description Template.

Job Overview

We are looking for a skilled and detail-oriented Technical Support Engineer to become an integral part of our team at [Company Name].

This role includes prioritizing client satisfaction by delivering effective technical support. The Technical Support Engineer will actively engage with clients through various channels, demonstrating exceptional problem-solving skills and a commitment to delivering outstanding technical assistance.

The ideal candidate will be responsible for maintaining operational excellence, ensuring seamless interactions and contributing to overall client satisfaction by resolving complex technical issues.

Salary: $75,000-$78,000/year
Schedule: Full-time commitment

Technical Support Engineer Duties & Responsibilities

  • Provide technical support to clients through various channels, including phone, email and chat
  • Diagnose and troubleshoot hardware and software issues efficiently
  • Guide clients through step-by-step solutions to resolve technical problems
  • Collaborate with cross-functional teams to escalate and resolve complex issues
  • Document and maintain detailed records of client interactions and issue resolutions
  • Stay updated on product knowledge to provide accurate and timely assistance
  • Install, configure and troubleshoot software applications and system components
  • Utilize remote access tools to assist clients in resolving technical issues
  • Collaborate with product development teams to communicate client feedback and issues
  • Provide timely and effective follow-up to ensure client satisfaction
  • Keep abreast of industry trends and emerging technologies
  • Educate clients on the use and optimization of software and hardware

Technical Support Engineer Experience & Skills

  • Proven experience as a technical support engineer or in a similar technical role
  • Strong problem-solving skills to efficiently diagnose and troubleshoot issues
  • Excellent customer service and communication skills for effective client interactions
  • Knowledge of hardware and software systems, including installation and configuration
  • Proficiency in using remote access tools to assist clients in issue resolution
  • Familiarity with ticketing systems for documenting and tracking client issues
  • Ability to collaborate with cross-functional teams to resolve complex technical problems
  • Detail-oriented approach to maintaining accurate records of client interactions
  • Continuous learning mindset to stay updated on product knowledge and industry trends
  • Experience in educating clients on the use and optimization of software and hardware
  • Strong technical skills in areas such as networking, operating systems and applications
  • Adaptability to work in a fast-paced and evolving technical environment
  • Effective time management skills to prioritize and address client issues promptly
  • Knowledge of troubleshooting methodologies and best practices

Technical Support Engineer Education & Qualifications

  • Bachelor’s degree in Computer Science, Information Technology or a related field
  • Additional certifications in specific technologies or software applications (e.g., Cisco Certified Network Associate, Microsoft Certified: Windows Server)
  • Specialized training in customer service or technical support
  • Familiarity with ITIL (Information Technology Infrastructure Library) practices is advantageous

Technical Support Engineer Education Job Description Template — Free Download

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Related: How To Write a Job Description

 

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