Engineer Support Job Description
Engineer support
provides tier I & Tier II support for Microsoft O365, desktop operating systems and software to end-users.
Engineer Support Duties & Responsibilities
To write an effective engineer support job description, begin by listing detailed duties, responsibilities and expectations. We have included engineer support job description templates that you can modify and use.
Sample responsibilities for this position include:
To fix issues that arise or escalate by the appropriate channels
Taking ownership of technical issues, and working with to resolve more advanced issues when necessary
Participating in providing training to customers as required
Responsible for configuring various type of Mail clients, such as, Mac mail, entourage, outlook on Mac and Windows
Produce technical aids, guides as service documentation
Assist the SDM in collecting ISP data reporting of data into the ISP Statistics tool
Actively engage in communication with other engineers for the purpose of knowledge sharing
Isolate the product faults and raise the TR
Work closely with users to ensure that any technical problems they have are quickly and expertly solved
Build, configure, and maintain our desktop platform
Engineer Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Engineer Support
List any licenses or certifications required by the position: MCSE, IBM, F5, HTTP, MCSD, SSL, MCSA, TCP/IP, TLS, HTTP/HTTPS
Education for Engineer Support
Typically a job would require a certain level of education.
Employers hiring for the engineer support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Technical, Engineering, Mathematics, Education, Physics, Information Technology, Business, Computer Engineering, Management Information Systems
Skills for Engineer Support
Desired skills for engineer support include:
Java
Relevant product offerings and support policies in order to provide technically accurate solutions to customers and partners
Desktop and server operating systems
Microsoft systems support
Office automation software
Ability to present work products effectively
Regulatory requirements and industry standards for the specific position
Related work groups
.NET
C#
Desired experience for engineer support includes:
Interest in support
Escalate the CSRs to Tier2 in case could not able to fix it yourself
MSC in relevant field (IT, Telecommunication, Electrical Engineering)
3 years of experience in technical support (Telecommunication Field)
LAN technologies such as Ethernet, Gigabit LAN, IP addressing and subnetting
Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, FTP, TFTP)
Engineer Support Examples
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Engineer Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of engineer support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for engineer support
- Responsible for collecting technical information such as back-log files, screenshots, and disseminating it to the responsible teams when potential “bug” issues arise with the infrastructure
- Escalates Service Requests (SRs) to senior members in the group when unable to overcome obstacles
- Create customer self-service content, in the form of knowledge base articles, community forum posts and videos
- Support clients remotely via phone, email, or remote desktop
- Manage and lead escalated support and problem resolution activities for system hardware, software, and/or operating systems
- Develop best practices, documentation and sample templates to be used by some of our largest customers
- Implementing the Maintenance plan to the depot, taking into account local procedures and company policy
- Assisting production teams with on-call technical advice and advanced fault-finding solutions
- Assisting in the development of documented engineering procedures, practices and policies
- Assisting in the co-ordination of continuous improvement programmes to ensure contractual requirements are achieved and exceeded
Qualifications for engineer support
- Good knowledge on WCDMA product implementation
- In-depth knowledge on protocols - SNMP/ TCP/IP / OSI
- Respond quickly to support requests from our users
- Investigate and diagnose problems, escalating to engineering when applicable
- Take corrective action to keep content flowing
- Monitor for errors in the workflow
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Engineer Support Job Description
Job Description Example
Our innovative and growing company is hiring for an engineer support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for engineer support
- Helping customers solve technical problems
- Collaborating internally with Development, Product and Sales teams
- Demonstrating the product to customers in case of need
- Troubleshooting skills, Debugging scripts/product
- Writing basic scripts
- Previous experience in customer facing roles in the industry – Great advantage
- Coming from the field of Testing/QA/DevOps/Ops – advantage
- Technical knowledge in performance testing – advantage
- Very high level of English speaking and writing
- Join the rostered list of On Call Support Engineers
Qualifications for engineer support
- Occasional night and weekend on-call work is required
- 4+ years' experience working on an IT Service Desk
- Experience of supporting & troubleshooting various Microsoft technologies (AD, Exchange, Office, and Operating Systems
- VMware/Hyper an advantage
- Citrix/Cisco advantagous
- Minimum 2 years of relevant work experience in a similar role
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Engineer Support Job Description
Job Description Example
Our innovative and growing company is looking for an engineer support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for engineer support
- Internally report issues on production and development systems, including documenting procedures, configurations, problem descriptions and resolution
- Maintain servers worldwide
- Pro-actively act on events reported by various monitoring tools
- Develop Corrective Action documents and Trouble Shooting Guides for all Business Services and the supporting configuration items (CI’s)
- Provide ongoing communication to both Technical Services teams and Production Operations teams during time of outage or service impact
- Front-end Frameworks – JavaScript, HTML5, JQuery, AJAX
- Handle standard support request, extracts of data, restart of services, order user to be created in external systems, re-run of reports etc, with a very high level of attention to details and in accordance with to the defined procedures
- Troubleshoot application and hardware deployments, recreate customer issues, build proof of concept applications
- Dive deep to resolve problems at their root, looking for failure patterns and implementing fixes
- Plan and monitor team hardware and external service usage costs
Qualifications for engineer support
- Minimum 2 year experience using SQL required with ability to manipulate data rapidly and use complex joins (3+ years’ experience preferred)
- Should be able to interpret various Windows logs, dumps
- Minimum 2 years relevant experience in helpdesk and support service in an ESD controlled and MNC environment
- Understanding of desktop, laptop and printer and TCP /IP networking
- Knowledge of Windows 7, Microsoft Office, video conferencing and IP telephony
- Vendor interaction (laptops / desktops) for repair and replacement of parts
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Engineer Support Job Description
Job Description Example
Our growing company is hiring for an engineer support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for engineer support
- Work on operations and maintenance driven coding projects, primarily in web technologies
- Work with application team for handing-off or taking over known issues create a team specific knowledge base and skill set
- Drive resolution of open business issues
- Be the voice of the third-party developer, working closely with the developers and business arm of the organization
- Answer, evaluate and prioritize incoming calls, voicemail, e-mail and in-person requests for IT service in a professional courteous manner
- Follow standard help desk operating procedures to accurately log all requests and customer communications using ticketing software
- Build rapport and gather further information from managed services customers
- Perform Systems Administration (Active Directory, Group Policy, Firewall, Web Filter )
- Engage third party vendors and partners to resolve hardware and software problems
- Maintain records of daily data communications transactions, problems and remedial actions taken, or installation activities
Qualifications for engineer support
- Demonstrate understanding of network concepts such as routing, switching, load balancing, firewalls
- Technical competence in a variety of operating systems (UNIX, Windows, Linux)
- Experience with XML and web services technologies
- Knowledge of Cryptographic standards preferred
- Working knowledge of Database systems (MySQL, Oracle, Microsoft SQL, IBM DB2)
- Experience with virtualized and cloud environments (such as VMware and AWS)
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Engineer Support Job Description
Job Description Example
Our company is hiring for an engineer support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for engineer support
- Assist where possible in preparation of release package and necessary documentation
- Assist with SIT and UAT testing of releases
- Assist with deployment of certified releases to production
- Keep internal documentation on the product and customer environment up to date
- It will be crucial to keep current with the latest supported product technology, keep the product knowledge base (FAQs and Solutions) up to date and take on other projects which improve support processes Whitepapers, bulletins
- Assisting in the analysis and troubleshooting of applications in both production and non-production environments
- Managing the service point and ticket triage as 1st-2nd level of support for the team
- Developing tasks as required for various applications to assist in numerous business units
- Assisting BA and stakeholders on projects by designing and researching suitable solutions
- Providing technical expertise to troubleshoot and fix issues or report findings to the development team
Qualifications for engineer support
- Master's degree in Computer Science, Computer or Electrical Engineer, Mathematics, or a related field plus at least one year of experience in the job offered or related occupations of Software Engineer, Software Developer, or a related occupation
- Experience with Perl/Python/shell scripting
- 2 years relevant experience in helpdesk and support service in an ESD controlled and MNC environment
- Committed, pro –active and dynamic working attitude
- Must have passion in technology , computers and people
- Knowledge of computer networks with ability to troubleshoot such networks (transport protocols, routing protocols, firewalls, load balancing, VPN solutions)