Support Engineer Job Description

Support Engineer Job Description

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Support engineer provides knowledge of Network Infrastructure, DNS, TCP/IP networking, DHCP to the current team.

Support Engineer Duties & Responsibilities

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

Sample responsibilities for this position include:

Troubleshooting complex web applications, networking issues, Web services interactions and end user usability limitations in the use of the Layer 7 SecureSpan product suite
Build servers and assist in deploying them
Provide Quality Assurance testing for new desktop and mobile platforms
Help maintain PDT's datacenters
Provide first line support on network issues
Knowledge Management Tool (METIS) Coaching
Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality
Provide assistance via email, telephone and remote desktop in order to resolve customer problems with IRIS software
Conduct independent research in order to find solutions to customer reported problems
When necessary, escalate cases to L3 and track cases through closure

Support Engineer Qualifications

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

Licensing or Certifications for Support Engineer

List any licenses or certifications required by the position: MCSE, IBM, F5, HTTP, MCSD, SSL, MCSA, TCP/IP, TLS, HTTP/HTTPS

Education for Support Engineer

Typically a job would require a certain level of education.

Employers hiring for the support engineer 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 Support Engineer

Desired skills for support engineer include:

Linux
Networking
TCP/IP
Windows
SQL
HTTP
Own discipline and broadens capabilities
DNS
XML
Java

Desired experience for support engineer includes:

Ideally educated to degree level or recognized equivalent
BS degree in Computer Science or related field of study required, or equivalent hands-on experience
Independent, self-starter, focused, dependable, detail-oriented, and hands-on
Dedicated, self-motivated, organized, punctual, and able to thrive in an energetic, fast-paced environment
Capable of performing tasks quickly and thoroughly
Basics scripting skills

Support Engineer Examples

1

Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking for a 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 support engineer
  • Java Frameworks & Technologies – Struts, Spring, ReST, Hibernate, Web Services, Annotations
  • Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal
  • Assisting in optimising the Company’s maintenance regime and assisting in the development of best European / World Class maintenance practice in support of current and future contracts
  • Liaising with Procurement / Maintenance Team members during the assessment and approval of new material suppliers to ensure that Maintenance, H & S and environmental needs are adequately identified / addressed
  • Working closely with the Reliability Analyst and Reliability Technicians to identify the root cause of defects within the shortest possible timescale
  • To modify or manufacture traction and rolling stock components by material or processes
  • To modify or manufacture traction and rolling stock hardware and software components
  • Production of Depot Safety Case reports / documentation in liaison with Engineering
  • Manager, Duty Fleet Managers and QHSE Manager
  • Deputise for Engineering Manager during holidays / periods of absence
Qualifications for support engineer
  • Routing and switching concepts
  • Ability and desire to thrive in a proactive
  • Strong capability of
  • At least 4-5 years experience in supporting/ Integration of OSS-RC and ENIQ Solutions
  • Technical support experience with Mobile Device
  • Work in a team environment leveraging others’ ideas, contributing to others’ success
2

Support Engineer Job Description

Job Description Example
Our growing company is looking to fill the role of support engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support engineer
  • Take ownership of technical customer requests and provide support for a product or solution using telephone, email, communities or chat
  • Independently apply acquired technical knowledge and open-ended problem solving methodology to assess increasingly complex problems, analyze root causes, and advise customers on solutions
  • Research, analyze, and resolve complex functionality and usability related issues
  • Perform troubleshooting by recreating a customer scenario on internal testing equipment with a comparable software configuration
  • Understand and accurately document product questions that require in-depth analysis
  • Identify complex or high impact issues and coordinate with senior staff where necessary for resolution
  • Proactively enable customer self-service
  • Must be capable of establishing and documenting processes, policies and procedures
  • Act as cross functional program team representative
  • Must have a strong understanding of IT Support as a business function (SLA’s, ITIL practices)
Qualifications for support engineer
  • Willingness to embrace challenge
  • Motivation and passion for the success of the customer
  • Experience with support work and on-going communication with end-users
  • Ability to generate progress reports on cases owned
  • Diploma in Information Technology or related discipline
  • Excellent Interpersonal with the ability to communicate and interact at all levels
3

Support Engineer Job Description

Job Description Example
Our growing company is looking for a support engineer. 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 support engineer
  • Write tutorials, how-to videos, and other technical articles for internal and customer communities
  • Drive the team to improve operational efficiency for all services through the identification and development of metrics, monitors, procedures, tools, and documentation
  • Think proactively and work to prevent support issues before they occur
  • Become a technical leader and subject matter expert on the team in the area of supporting operations and services
  • Dedicating his/her time to resolving customer issues
  • Contributing to the growth of our Knowledge Base and identifying ways to increase customer satisfaction
  • Being open to constant development by participating in Internal Training Programs
  • Provide support of our incoming tickets, including extensive debugging tasks, researching performance and usability based solutions
  • Develop sample applications for proof of concept, performance testing, API validation, best practice recommendations
  • Reproduce reported bugs by developing test applications
Qualifications for support engineer
  • 3 - 5 years of supporting large scale IT Applications in Retail environments on Java/JEE
  • Knowledge in basic networking and troubleshooting
  • Knowledge in ITIL practices and processes
  • Must be self – motivated, a team player and demonstrate effective learning skills
  • Knowledge of a major database is desired eg
  • Knowledge of two different O/S Platforms is required eg
4

Support Engineer Job Description

Job Description Example
Our growing company is looking to fill the role of 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 support engineer
  • Running projects which could include upgrades, relocations and new installations
  • When requested provide cover for any of the UK sites during periods of absence
  • Champion TPM and a drive to reduce unplanned maintenance
  • Drive innovation and improvement of equipment to reduce unplanned maintenance and maintain high levels of customer service
  • When escalations are made to other groups you will maintain ownership to drive issues to resolution
  • Keep the product knowledge base (FAQs and Solutions) up to date
  • You will share on-call responsibility after you master the products you supported
  • Respond to tickets raised by the customer within designated SLA metrics
  • Work with customer to identify and implement workarounds if possible
  • Proactively manage tickets from start to finish ensuring customer is satisfied with resolution
Qualifications for support engineer
  • Experience with Java and/or Javascript programming preferred
  • Bachelor’s Degree or global equivalent in Computer Science or related discipline
  • A degree in Computer Science or at 8 years relevant experience in a large-scale online technical operations environment
  • Development/scripting skills in at least one interpreted language
  • Proficient and Fluent in at least one scripting language
  • Ability to write intermediate level database queries
5

Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of support engineer. 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 support engineer
  • Managing product support SLAs and product deployment activities
  • Managing the team support centre, knowledge base and product wikis for the purpose of knowledge sharing
  • Provide second-line support by telephone and email for both bureau and non-bureau customers and where applicable any necessary on-site support
  • Maintain effective service delivery for continued customer satisfaction and retention
  • Log and transition cases in JIRA and Salesforce.com ticketing systems for Incidents, Service Requests and Change Requests
  • Ensure any customer complaints are recorded and reported according to defined procedures
  • Assist with providing and delivering both scheduled and unscheduled support services
  • Provide out of hours support as required on a rota
  • Maintain up to date documentation on the business continuity arrangements for switching between operational centres
  • Assist with the systems administration and operation of the Service Bureau
Qualifications for support engineer
  • Experience with at least 2 of Java/Ruby/Perl/Python
  • Experience of working in Blazemeter / Jmeter / other Performance Testing tools
  • Good understanding of Computer Sciences basics such as Computer Networking and Operating Systems (Redhat/Ubuntu/OSx)
  • Service orientation – providing excellent customer support while protecting the company’s interests and being responsible, self-directed and highly adaptive to changing priorities
  • English speaking/writing – high level
  • Good understanding of scripting languages (Java, Ruby, JS, Python)

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