Line Support Engineer Job Description

Line Support Engineer Job Description

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Line support engineer provides installing, configuring and maintaining TCP/IP and networking on Windows/Citrix servers and IBMi Power Systems.

Line Support Engineer Duties & Responsibilities

To write an effective line support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included line support engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Providing 2nd line IT support and resolution on all types of incidents relating to Mobile Services reported to the Service Desk from a global customer base
Liaising with other support teams and external suppliers to reach a speedy resolution of incidents
Responding to major Incidents and alerts
Preventing Incidents from occurring, and minimizing the impact of Incidents that cannot be prevented using Problem Management methodologies
Using own initiative to identify areas where service can be improved and then implement solutions to improve service
Using technical expertise to identify problems with the Mobile Application, complete detailed investigations to determine root cause of the problem then find technical solutions and report to 3rd line support
Driving to decrease the number of calls received by the Service Desk by sharing information, updating existing knowledge and writing new knowledge documentation
Working with the Release Management Team to assist with the transition into support for new functionality & services within Remote Access & Mobile Services
Improving service through effective use of Change Management
Achieving performance objectives and targets including Service Level Agreements (SLA), Performance Development (PD) and service availability targets

Line Support Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Line Support Engineer

List any licenses or certifications required by the position: ITIL, MCSE, SAN, CCNP, CCNA, V3, DFSS, MCCB, MCP

Education for Line Support Engineer

Typically a job would require a certain level of education.

Employers hiring for the line support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Computer Science, Information Technology, Electrical Engineering, Engineering, Electronics, Computer Sciences, Associates, Software Engineering, Computing

Skills for Line Support Engineer

Desired skills for line support engineer include:

Networking
Information systems products and services to assist users
Application S/W
Telephony
Microsoft Windows and Office applications
IP phones communication
TCP/IP
SQL
Windows operating systems
Any other programming language is an advantage

Desired experience for line support engineer includes:

Producing management information detailing performance against Key Performance Indicators (KPI) underpinned by Critical Success Factors (CSF)
Participating in a 24/5 shift based rota in the on call support rota (24/7)
Travel by air, auto, rail
Basic reading and engineering level math
Reading and producing drawings
SolidWorks / AutoCad

Line Support Engineer Examples

1

Line Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of line support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for line support engineer
  • Ensure all Changes are processed in line with Change Process
  • Ensure Clients receive a high quality of Customer Service
  • Ensure Client knowledge is shared throughout the team within support documentation
  • Drive service improvements where opportunities appear
  • Work with the Transition Team to on board new Clients and Technologies when required
  • Work with internally held Third Parties when required
  • Promote Shift Left where possible
  • Help build a greater FTF capability working closely with Service Desk
  • Attend technical bridges when required to discuss resolution of major incidents
  • Take overflow calls from Service desk at peak times
Qualifications for line support engineer
  • Demonstrates understanding of how the organization does business
  • Identifies, investigates and documents user questions and problems isolating and resolving information systems problems
  • Web application support for international clients via ticketing tool
  • Troubleshooting application incidents and resolving requests
  • Providing workaround until problems are fixed
  • Performing standard application maintenance operations
2

Line Support Engineer Job Description

Job Description Example
Our company is searching for experienced candidates for the position of line support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for line support engineer
  • Installation and maintenance of web applications
  • Database reports creation
  • Log and manage issues coming from 1st line support
  • Routing incidents to appropriate team members
  • Maintenance of knowledge base and operation handbooks
  • Application support for international clients via ticketing tool
  • Troubleshooting basic application issues and resolving standard requests
  • Installation of CapitaWFM Software
  • Patch and release deployment
  • A confident communicator (both written and oral)
Qualifications for line support engineer
  • Knowledge of application management processes and ITIL awareness
  • Willing to travel on short term business trips (Europe)
  • Support must be provided in Italian
  • Experience of ITIL Service Management products Service Manager
  • Motivated, outgoing, organised individual with a structured reliable approach to seeing tasks and duties completed
  • Provide general IT support to all CVS employees and sites across the group as part of the IT department (will need to be flexible in start time as shifts vary from 7.00am -3.00pm to 10.00am to 6.00pm Monday to Friday
3

Line Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of line support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for line support engineer
  • Maintain / support the Entrust platform / servers
  • Maintain / support the Entrust switch and Wi-Fi infrastructure (desirable, but not essential)
  • Produce supporting procedures for IT initiatives for the Entrust services
  • Ensure appropriate set of design, process and support documentation associated with the current and future Entrust IT is created and maintained
  • Keep abreast of developments in Information, Communication and Audio Visual Technologies particularly looking for innovative and efficient ways to improve services and develop systems used in the Entrust corporate environment
  • Writing Software for our Automate Lab Automation System, a complex Software used to control Robots, servicing the device and also interacting with the User
  • Support customer SAP and database systems, keeping them alive!
  • Investigate, and solve issues related to SAP application and database
  • Basic planning and work distribution
  • General communication in the name of team with our customers regarding technical problems
Qualifications for line support engineer
  • 2 years minimum experience in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
  • Proven experience in a related role
  • Proven ability to successfully motivate self and others
  • Committed to customer focused service delivery
  • Committed to working flexibly to cover the duties of the service
  • Ability to build successful relationships
4

Line Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking for a line support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for line support engineer
  • Day-to-day administration of Desktop//Phone and user required business applications
  • Daily management of mail queues
  • Resolution of all helpdesk related queries and issues, logging of calls, responding and resolving calls against prioritised timescales
  • Diagnosing hardware faults on desktops and laptops
  • Moving hardware between onsite locations
  • Resolving issues with e-mail clients (Outlook) and Windows 7/8 operating systems
  • Making basic network changes (VLAN changes) or diagnose connectivity issues on client applications, VoIP phones, etc
  • Updating Symantec anti viruses through server and troubleshooting
  • Installation of CRM and troubleshooting web CRM’S issues
  • Provide technical support for line maintenance aircraft to ensure timely return to service
Qualifications for line support engineer
  • Participate in off-site new system installation projects
  • Professional approach with a positive attitude to delivering high quality work
  • Good knowledge and installation experience of Microsoft Server and desktop operating systems
  • Apple iOS (iPad & iPhone)
  • Windows 10 mobile devices
  • Driving license and own business-insured transport for site visits
5

Line Support Engineer Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of line support engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for line support engineer
  • Coordinates extensively with other UAL operational groups to ensure airworthiness, safety, regulatory compliance, warranty liaison, operational reliability and efficiency
  • Eyes on glass monitoring, raising tickets for each event
  • Managing multiple monitoring tool views
  • Incident escalation to the second level team and follow the defined process
  • Timely response to e-mails and requests
  • Attend team meetings, conference calls
  • Identify and highlight any issue with process
  • Initiate, coordinate, and at times lead recovery call for critical incidents
  • Implement improvements to existing processes/procedures, ensuring performance targets are met in the business area
  • Supporting the Samsung Knox Platform for pre and post sales queries (Training will be provided)
Qualifications for line support engineer
  • General IT knowledge (Windows environment, web applications, understanding system architecture)
  • Experience in installation of web application and configuration of IIS
  • Must hold a valid UK driving licence as some UK travel may be required
  • Managing multiple citrix and vdi farms (monitoring, housekeeping, changing, app releasing and many other BAU tasks)
  • Developing and integrating of key technology solutions
  • Support must be provided in Russian

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