product support engineer

Solve the situations that users present through a process of tickets created remotely by the help desk. Make this support in the place of problem or situation product support engineer.

 Control of information backups

Create a copy of the original data in order to have a means to keep it safe from any natural or computer catastrophe, or from the attack of a virus. Without a doubt, one of the most important responsibilities of an on-site support engineer.

 

Inventories and control of hardware and software

Task in order to have greater control over assets and automate processes that imply a great economic cost for the company, and thus have better infrastructure efficiency .

The responsibilities of an on-site support engineer allow IT services to operate as efficiently as expected.

Implementation of preventive and corrective systems

It prepares and executes protocols for software updates, parts replacement, disk space review, equipment response levels, etc.

 

Network installation and configuration

Experience required to maintain an efficient, safe and constantly monitored local network. You must perform interconnect creation and configuration of personal computers and workstations in offices and factories.

This Technical Support Engineer job description template is optimized for posting on job boards and job pages on the Internet. It's easy to customize with roles and responsibilities when you need to hire support staff. Other similar positions would be Customer Support Engineer, Software Support, IT Equipment Support, and IT Support.

Technical support engineer responsibilities include:

Assume responsibility for problems communicated by customers and keep track of them until their resolution

Investigate, diagnose, solve system problems and determine solutions to solve them

Follow standard procedures for proper referral of unresolved issues to appropriate internal teams

Brief job description

We are looking for a technical support engineer to provide business-level assistance to our customers. You will diagnose and solve software and hardware problems and help our customers install applications and programs.

Technical support engineer responsibilities include troubleshooting network problems, configuring operating systems, and using remote desktop connections to provide immediate assistance. You will use email and chat applications to offer customers quick answers to computer problems. For more complex problems that require nuanced instructions, you will contact customers by phone or provide clear, written instructions and technical manuals. To apply for this position, you must have a degree in a related field, such as Computer Science, Information Technology, or Software Engineering. Having a certificate in Microsoft, Cisco, Linux or similar will be valued. If you have a helpful character, enjoy helping people with computer problems and are able to explain technical details in a simple way, we would like to meet you.

Ultimately, you will be a person our clients trust. They will trust you to provide timely and accurate solutions to their technical problems.

Responsibilities

Investigate and determine solutions for software and hardware problems

Diagnose and resolve technical issues, including account setup and network setup

Ask customers questions to quickly understand the cause of the problem

Direct the problems of the computer system to the solution, within the agreed time frames

Tell customers a series of actions, by phone, email or chat, until they solve a technical problem

Timely refer unresolved issues to appropriate internal teams (e.g., software developers)

Provide immediate and accurate feedback and responses to customers

Consult internal database or external resources to provide accurate technical solutions

Make sure all problems are properly recorded

Prioritize and manage multiple open issues at once

Follow up with customers to ensure their IT systems are fully operational after problem resolution

Produce accurate and timely reports