Important Job Skills for Technical Support Engineers

Software development and systems is one of the fast-growing industries in the world. Without software, computers do not know what to do. And without maintenance of that software, as well as the hardware it runs on, entire civilizations might go without power and basic survival needs.

This is where technical support engineers come in. In nearly every office, there is an Information Technology (IT) specialist responsible for assisting with computer and software issues. IT specialists may be hired within the company or outsourced to an IT engineering firm. 

What Skills Does a Technical Support Engineer Need?

A technical support engineer (also known as an information technology support engineer) helps to solve technical issues. That can involve everything from resetting passwords to managing software licenses to offering training and support on programs. 

They provide support in person, on the phone, or even over the computer. They may be called upon to address issues with computer hardware or software.

Technical support engineers require a variety of hard skills and soft skills. Below is a list of the top five most important technical support engineer skills, with longer secondary lists of other skills employers seek in job candidates for engineering careers.

Types of Technical Support Engineering Skills

Communication

Technical support engineers must be able to communicate technical issues to colleagues and customers with 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.

• Strong Command of the English Language
• Active Listening
• Oral Communication
• Confidence Delivering Training Sessions
• Interpersonal Skills
• Customer Service
• Provide Product Knowledge
• Guidance
• Support to Internal Teams

Flexibility

Flexibility is essential to tech support engineer jobs. Typically, people in these roles have to work days, nights, or even weekends. They may sometimes need to work onsite, and other times, be available to work remotely or be on call. Being open to a flexible schedule might help you land a job. Tech workers may find themselves working solo to solve problems frequently, but must also be able to know when to escalate issues, and be able to work cooperatively in a team environment. Being flexible and adaptable is a must. 

• Able to Work Independently
• Time Management
• Prioritization
• Quickly Learn New Technologies
• Team Player
• Virtual Working Capabilities
• Willingness to Explore New Technologies
• Communications Systems
• Love for Technology

Patience

Often, tech support engineers have to deal with frustrated and impatient clients. People can even be rude. But, tech support engineers need to rise above, and not respond with anger or frustration. They need to be able to listen patiently to each client’s concerns, and calmly help solve the problem. Dealing with customers and clients requires a lot of patience, kindness, and understanding. 

• Attention to Detail
• High Concentration
• Commitment
• Interact with a Wide Range of Customers and Technical Issues
• Active Listening
• Customer Service
• Troubleshooting

Problem-Solving

Problem-solving is a world in which good tech support engineers excel. He or she has to carefully listen to the user’s concerns, figure out exactly what the problem is, and come up with a plan for resolving the issue. This often involves creative problem-solving strategies.

• Attention to Detail
• Notice Systemic Problems
• Troubleshooting
• Determination
• Inductive Reasoning
• Deductive Reasoning

Technical Skills

Hard skills are, of course, critical to technical support engineer jobs. Typically, IT support engineers need at least an associate’s degree in computer science or a related field. Depending on the company and the specific job, you will need experience working with various software and hardware, web-based applications, and more.

Technology moves at a fast pace, making it important for tech workers to keep up. 

• Basic Scripting and Programming Experience
• PC
• Mac
• Familiarity with Support Ticket
• Call Center Support
• Knowledge-based Systems
• General Knowledge of Industry Principles
• Java and JavaScript
• Linux/Unix
• Maintain Data Reports
• Microsoft SQL server
• Operating Systems
• Basic Coding
• Project Management
• Read and Analyze Application Logs
• Server
• NoSQL

More Technical Support Engineering Skills

• Remote Software
• Phone Etiquette
• Emotional Intelligence
• Focus
• Cyber Securing
• Backup Software
• Diagnostics
• Internet Connectivity
• IT Administration Software
• Network Monitoring Software
• Telecommunications
• Electronics
• Decision Making
• Active Learning
• Research
• Oral Comprehension
• Email Management
• Virtual Communications Systems
• Mobile Devices
• Dependability
• LAN
• WAN
• Electronic Mail Software
• Vendors
• Virus Protection Software
• Information Ordering
• Stress Tolerance