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Support Engineer
Also known as Technical Support Engineer , Technical Support Representative , Customer Support Consultant
Selecting the Right Support Engineers
Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Support Engineer, not all companies have the right processes that can warrant best hires.
At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Support Engineer.
As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Support Engineer or a team of Support Engineers. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.
Support Engineer Job Description Template
Support Engineer
AKA: Technical Support Engineer or Technical Support Representative or Customer Support Consultant
The Support Engineer diagnoses and troubleshoots software and hardware problems and help clients install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
- The Support Engineer resolves client issues via telephone, email or remote session.
- The Support Engineer reproduces issue in-house and responding back in a timely manner.
- Regular follow ups with clients with recommendations, updates and action plans.
- The Support Engineer escalates issues in a timely manner according to Standard Operating Procedures.
- The Support Engineer creates new knowledge base articles to capture new learnings for reuse throughout the organization.
- Documents case work accurately to ensure the correct level of detail is available for colleagues.
- Communicating plans for resolution, explaining developments, and conveying resolution.
- The Support Engineer validates technical information and issues early warning and disseminates information as needed.
- Excellent knowledge of information and network security fundamentals.
- Ability to perform deep, dive technical troubleshooting.
- Strong distributed systems and web services design and implementation experience.
- Obsession with delivering highly available and performant systems that surpass client expectations.
- Experience in a technical support role in software or telecommunications environment.
- Has a good memory of how software and operating systems work.
- Has excellent listening and questioning skills; combined with the ability to interact confidently .
- Possess the ability to think logically, and has good analytical and problem solving skills .
We know that communication starts from speaking common languages, thus we put this aspect as a first factor in our selection process, we do not proceed with hiring for Support Engineer before making sure that the candidate passes the language ability tests first.
The ability of self-explanation ( writing – speaking )
The ability of describing problems structurally and technically ( writing & speaking)
The ability of explaining ideas, situations and problems ( reading, writing & speaking)
This part mainly measures the logical, numerical and analytical aptitude of each candidate, top ones are the only ones we select for next stages.
We have a set of interview tests that measure the agreeability levels of each candidate for
Support Engineer, we do so as we believe that likability of any person starts from the ability
to achieve high levels of agreeability without compromising critical thinking.
We also measure the creativity side of the Support Engineer you look for, where we see when and how each
candidate can apply out-of-the-box and innovative ways of fixing problems or creating new solutions.
Some people can do well when working on their own, some others cannot!
Knowing this matters a lot when hiring a Support Engineer with regard to the team size needed.
Remote work needs a special level of team work skills, so we make sure that your Support Engineer can adapt and work well with your team
and be quickly part of it if needed.
We care about hiring someone who can deliver, create and perform the way you expect
with passion and enthusiasm.
We assess our people’s technical abilities on the merits of achievements more
than anything else.
Hiring the right Support Engineer is an uneasy decision, we consider
measing the actual technical skills of each candidate.
Having a great resume
is just the start for us, we select candidates know what they say
they know!
We conduct advanced technical tests to make sure we cover the needed knowledge your
Support Engineer needs to have to excel for your business.
We weigh academic qualifications as well, we also request our full time employees to submit their education evidence as a major hiring rule to follow. We believe having the right academic qualifications can make a great difference, especially in advanced science based areas like electronic design, engineering planning...etc.
One important metric for us is the ability of your Support Engineer to learn new skills, so we make sure that we select people who are only dynamic and willing to learn new ones.
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Let us help you with any hiring needs you have.
Frequently asked questions
