Remote Support Engineer Job Description
Information technology companies hire remote support engineers to assist their customers with technical issues. Remote support engineers provide customer service while answering questions, installing software, or troubleshooting technical problems. These professionals possess excellent communication and customer service skills to help them effectively address complex issues with non-technical consumers. These support engineers work remotely and communicate through phone, email, or other technological means.
This position is typically offered full-time. Remote support engineers are expected to work early mornings, late nights, or on weekends to meet the needs of their employer. Those who thrive in this position enjoy helping others and have a strong understanding of technology systems.
Remote Support Engineer Duties and Responsibilities
Specific job duties for remote support engineers vary based on their employer. Based on our analysis of job postings, there are several core tasks common to this position:
Remote support engineers assist clients and customers in installing software. They follow directions to correctly set up software for clients.
Solve Technical Issues
When customers experience technical issues, they communicate their problems to remote support engineers, who then find solutions to the queries.
Provide Customer Service
Working with clients and customers, remote support engineers provide excellent customer service. They communicate effectively and listen attentively to customers’ concerns.
Advise Customers on Software Management
When troubleshooting software errors, remote support engineers advise customers on maintaining and managing their software. They offer tips and advice to avoid facing technical issues.
Work with Engineering Teams
Remote support engineers also work with engineering teams to design and implement improvements to software and tools.
Remote Support Engineer Skills and Qualifications
Remote support engineers have knowledge of software and internet technology. They provide exceptional customer service while troubleshooting issues with clients. In addition to a bachelor’s degree in a technology-related field, employers typically look for remote support engineers with the following skills and qualifications:
- Desktop Computer Operations – Remote support engineers are familiar with desktop computer operations. They understand operations including network connectivity, installation, maintenance, and hardware configuration
- Communication Skills – Working with clients and customers, remote support engineers have strong written and verbal communication skills. They handle customer concerns, and they advise customers on how to troubleshoot their software
- Analytical Ability – Charged with solving issues and analyzing software problems, remote support engineers have strong analytical skills. They gather information from customers to diagnose problems and come up with solutions
- Remote Support – Working remotely, these support engineers are adept at using a computer as well as a telephone to provide support
- Technological Skills – Remote support engineers work with different technology systems. In order to troubleshoot issues and answer customers’ questions, they must have a strong knowledge of technology
Tools of the Trade
While the exact tools may vary depending on their industry, remote support engineers are familiar with or regularly use these from their home office:
- Microsoft Office Suite
- Servers – (Windows, Exchange, Citrix, BES)
- Routers and Networking Devices
- Desktop Hardware
- Smartphones – (BlackBerry, iPhone, Android)
- Anti-virus and Malware software
Remote Support Engineer Education and Training
Remote support engineers typically have a degree in a computer or technology related field. They also have at least one to three years of experience working in a technical role. Some employers prefer remote support engineers to have experience working at a call center or customer service position. Competitive remote support engineers have industry certifications to work with their employer’s software, such as a Microsoft Technology Associate (MTA) or CompTIA A+ certification.
Remote Support Engineer Salary and Outlook
Remote support engineers, categorized by the BLS as “Computer Support Specialists,” earn a median annual salary of $52,000. The lowest 10 percent in this field earn less than $39,000, while the highest wo percent earn more than $105,000.
In the next 10 years, this field is expected to grow 11 percent, which is faster than the average for all occupations. As companies and organizations improve and upgrade their computer software, more support specialists will be needed to solve complex issues and technical problems.
Interested in becoming a remote support engineer or learning more about this technical position? If so, check out the following helpful resources to get you started:
“A Day in the Life of Our IT Support Engineer” – This blog post highlights the day-to-day activities and responsibilities of an IT support engineer at Conosco. The blog contains interesting insights such as necessary skills for this position, perks of the job, and reasons for going into a support engineer position.
Technical Support Engineer Red-Hot Career Guide – By Red-Hot Careers, this guide covers the common interview questions that support engineers face when searching for a job. The book contains over 2,000 interview questions covering topics such as resolving conflict, introducing change, building relationships, teamwork, and more.
The Compassionate Geek – This book, written by Don R. Crawley, guides readers through delivering customer service to customers and end-users and is filled with tips, best practices, and proven techniques. This straightforward guide includes information on communicating through email, working with different generations in the workplace, overcoming personal and professional obstacles, and saying no without alienating customers or users.
Client Encounters of the Technical Kind – Written by Andrew K. Betts, this book offers helpful information for technology professionals working with customers. The book aims to improve support outcomes, allow engineers to constructively challenge their customers, and bring customers into the engineer’s point of view. Topics are explained through a five-step process that makes them easy to learn.
360 Connext – This blog contains articles and resources for those working in customer service professions. Topics covered range from customer feedback and customer experience trends to user experience and quick fixes.
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