A technical support engineer (also known as an information technology support engineer) helps to solve technical issues. They often work to help a company deal with internal technical issues, or they might assist customers or clients with their external technical issues. They provide support in person, on the phone, or even over the computer. They may be called upon to address the problems with computer hardware or software. If this is a role you think is the right fit for you, here are the must-have technical skills and soft skills required to be successful.
Technical Skills
Hard skills are critical to technical support jobs. Typically, IT support engineers need at least an associate’s degree in computer science or a related field. But depending on the specific job and the needs of the customer, you may need experience working with various software and hardware, web-based applications, and so on. As a baseline, you’ll need skills in basic scripting and programming experience, use of a PC and Mac, familiarity with support ticket, call-center support, knowledge-based systems, general knowledge of industry, principles, Java and JavaScript, Linux/Unix, maintenance of data reports, Microsoft SQL server, operating systems, and necessary coding and project management.
Communication
Technical support staff must be able to communicate technical issues to those they work with and for. That includes individuals from a variety of backgrounds, which means they need to be able to explain the issues and fixes in a way that is equally understood by the tech guru and the tech-challenged user. They also need to be good listeners, carefully listening to the user’s concern, and solving his or her problem. That takes a strong command of the English language, good interpersonal skills, and confidence in speaking to customers, delivering training, and providing product knowledge and guidance.
Flexibility
Flexibility is essential to technical support jobs. That includes personal flexibility in terms of working hours and is open to a flexible schedule. To provide value as a flexible and competent tech support professional, you need to be able to work independently. It is also imperative that you can manage your time effectively, prioritize, and stay organized. While quickly learning new technologies, and sometimes working within a virtual capacity. You need to be a team player who can deliver a true love for technology and communications systems that helps others do what they need to do with the technology on hand.
Problem-Solving
Problem-solving is key to technical support. It is also a primary indicator of whether a tech support engineer will excel because often it is at the heart of the need for that support. A great technical support professional can carefully listen to a user’s concerns, figure out precisely what the problem is, and then strategize to help them resolve the issue. This often involves creative problem-solving, attention to detail, identifying systemic issues, troubleshooting, inductive, and deductive reasoning.
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