A technical support engineer’s main duty is to troubleshoot and
resolve issues that arise in the system. They will have to deal with the
technical issues reported by the customer or the issues that have been
identified in their company infrastructure. They will have to support their
team by identifying common issues and resolving them. A skilled technical
support engineer will foresee future issues and identify them.
A junior technical support engineer will be the first point of
contact to the customer who will be facing issues with the system. They must
have good communication skills as they will be handling customer issues through
calls, emails, and chats. They will have to monitor servers and networks and
track the issues and escalate them to the corresponding teams. Every company
will be having ticketing tools systems to track the issues. They will be asked
to create tickets for each customer issue and they will have to monitor it and
respond to the customer promptly. If they are in the server management field,
proficiency in Linux is a must.
The main quality one should have to be successful in this career is the passion to improve your skills. When a customer approaches a technical support engineer with an issue, The steps they should do is
Listen carefully and understand the problem.
Properly log the issue in the ticketing system
Do the research and try to recreate the issue in your local machine
Troubleshoot and analyze the issue for finding solutions
Politely ask the customer for more details, if needed
Understand the root cause
Properly escalate the issue to the team if you are not able to resolve the issue
Provide prompt replies to the customer
Ask for feedback to improve
Document the technical knowledge for future reference
System Monitoring: Constantly monitor the system to detect issues.
Resolution and escalation: if an issue is reported by the client, the
technical support engineer must troubleshoot and find the solution for it. If
you are not able to do it, escalate it to the seniors who will fix the issue in
the given time
Customer Interaction: A technical support engineer should be very
good at customer interaction as they will be the first point of contact for the
clients if they are facing any issue. They must have good verbal and written
Technical knowledge: They must be
technically sound to fix the issues reported by the clients and also should
update their skills accordingly.
The technical support engineer career path is as given below