Technical Support Engineer

Roles and Responsibilities: Technical Support Engineer

1. Technical Assistance & Troubleshooting

• Provide technical support to customers via phone, email, chat, or remote access.
  
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
  
• Identify the root cause of technical problems and provide effective, timely solutions.
  

2. Incident & Ticket Management

• Log and track all incidents, service requests, and changes in the ticketing system.
  
• Prioritize, escalate, and follow up on open tickets to ensure timely resolution.
  
• Maintain accurate documentation of issue resolution steps and outcomes.
  

3. System Monitoring & Maintenance

• Monitor system performance, network connectivity, and application availability.
  
• Assist in system upgrades, patches, and preventive maintenance activities.
  
• Perform routine health checks and proactively identify potential issues.
  

4. Customer Communication & Support

• Deliver exceptional customer service and maintain a positive customer experience.
  
• Communicate technical concepts clearly to non-technical users.
  
• Provide regular status updates to clients on ongoing issues and resolutions.
  

5. Collaboration & Escalation

• Work closely with internal teams (development, infrastructure, QA) to resolve complex issues.
  
• Escalate unresolved problems to higher-level engineers or product vendors when needed.
  
• Participate in knowledge-sharing sessions and contribute to the internal knowledge base.
  

6. Documentation & Reporting

• Create and update technical documentation, FAQs, and troubleshooting guides.
  
• Prepare incident reports and root cause analysis (RCA) after major issues.
  
• Track recurring problems and suggest long-term technical solutions or process improvements.
  

7. Training & Continuous Learning

• Stay updated with new technologies, tools, and products supported by the organization.
  
• Assist in training new team members or end-users on system usage and support procedures.