IT support engineers are information technology specialists who maintain the IT systems within a company or organization and provide technical support to all users. They identify and resolve any IT-related problems, set up user accounts, monitor the performance of IT systems used within the company, assist users with any issues that arise, run system diagnostics, and work to enhance and develop applications used across the organization.
IT support engineers can also provide advice, IT support, and training to a variety of external clients. They can assist clients with technical problems, recommend solutions, and maintain and enhance all IT systems and equipment used across the organization. Their responsibilities typically include installation of software and equipment, helping users with operation of various applications, and troubleshooting technical difficulties, such as network and internet connectivity issues, accessibility, software faults, and issues related to user accounts.
Skills and qualifications
IT support engineers must have a diploma or degree in computer or software engineering, information technology, computer science, telecommunications, or a related subject. A four-year degree is not essential, but employers usually prefer candidates with formal qualifications. Training is usually provided on the job, with some employers also requiring product-specific training, provided by software manufacturers and suppliers.
Apart from strong IT skills and general knowledge of technology, IT support engineers must have outstanding communication skills and be able to explain technical information to non-technical staff, clients, and end users. Strong analytical and troubleshooting skills are a must. Customer care skills and a good degree of patience and awareness of the users' technical competency are very strong assets in this line of work. Good judgment is also an advantage, as IT support engineers are responsible for ensuring that any proposed solution meets or exceeds the client's expectations.
Employers will generall favour candidates with previous experience in customer and helpdesk support, as well as those with additional professional qualifications and vendor-specific certifications. Depending on the job, a driving licence may be required.
IT support engineers' job responsibilities will vary depending on the size of organization and their department, but these professionals generally provide IT assistance and support across all aspects of the enterprise. They maintain computers, servers, operating systems, and networks, and usually report to IT managers and other department heads. Regardless of industry, their job entails a broad range of IT-related activities, from troubleshooting, managing backups, and running tests on new applications to setting up and configuring computers and laptops for new users, installing software, monitoring IT security systems, maintaining server logs, and reporting any errors and faults that arise within the company's IT network.
IT support engineers can also be responsible for creating purchase requisitions for new hardware, software, and peripheral equipment, preparing materials for meetings, and performing various administrative support duties to address specific operational objectives.
IT support engineers usually work 40 hours a week in an office environment, with occasional overtime to meet deadlines or deal with any serious technical issues that arise. They can provide support in person, over the phone, via email, Skype, or similar web-based tools.
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