Giugno 22, 2021

Technical Support Engineer Role & Responsibilities BMC Software Blogs

To be successful in this role, you need to have strong communication skills, be able to think critically, and be comfortable working with technology. As technology becomes more widespread, businesses are using it to improve the way they do business. This includes using technology to automate tasks, such as customer service, and to connect with customers in new ways. Someone who’d rather hide in solitude might not make a great technical support engineer.

No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. Qualifications for a job description may include education, certification, and experience. An added benefit of a tracking system is that help desk technicians can use it to predict the available workload and assess which requests are pending. From 2014 to 2024, the BLS projects an increase of 12% for computer support specialists, with 88,000 net new jobs expected during that 10-year period. Finally, you may choose to advance your career by moving into a related field such as project management or IT management. This will require additional education and training, but it can lead to a more rewarding and challenging career.

Help Desk Job Description Template

Help desk support is the assistance employees receive when they reach out to the IT help desk. This support is provided by help desk technicians who are well trained to offer a variety of services. Depending on the nature of the company, the role of help desk technicians may vary, with some being required to have specialized training in particular software.

On average, desk support technicians earn a lower salary than help desk engineers. Interestingly enough, desk support technicians earn the most pay in the technology industry with an average salary of $50,316. Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498. Help desk engineers and desk support technicians both require similar skills like “troubleshoot,” “help-desk support,” and “technical support” to carry out their responsibilities. Technical support engineers to resolve technical issues to ensure the sustainability of IT operations.

Technical Support Engineer Role & Responsibilities

This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer. While some skills are required in each professionacirc;euro;trade;s responsibilities, there are some differences to note. “escalate,” “provide technical assistance,” “help desk,” and “mac” are skills that commonly show up on help desk engineer resumes.

A service desk engineer job description typically includes both technical and communication skills. The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone. This requires patience and determination to solve difficult technical problems from a remote location. Service desk engineers work in a variety of environments, including office settings, computer labs, and help desks.

A powerful ITSM platform for the impeccable service desk manager

Today, thanks to the modern help desk, IT issues can be resolved quickly and remotely, without workers even leaving their desks or disrupting their day’s work. A great IT service desk manager needn’t be the best technician in the team. Finding the right IT support person for your company requires a well-crafted job description. An effective post will begin with a simple summary of your company, the open role, and the projected impact of the IT support person.

His specialties are IT Service Management, Business Process Reengineering, Cyber Resilience and Project Management. Jessica is a content writer with more than 8 years of experience covering SaaS and the tech industry. She has worked with both B2B and B2C publications across North America, Europe, and APAC and currently writes about IT Solutions or Electric. Share your open role with qualified IT support using the world’s largest professional network. This sample job post will introduce your organization’s culture and values, while helping potential candidates understand how they’ll contribute from Day 1.


Feel free to revise this job description to meet your specific duties and requirements. And if you’d like some additional ideas about what to include, browse our help desk job listings. This IT Help Desk Technician job description template is optimized help desk engineer for posting on online job boards or careers pages and easy to customize for your company. This Help Desk Specialist job description template is optimized for posting on online job boards or careers pages and is easy to customize for your company.

  • Most technical support engineers work in the field for around 20 years before moving into other tech roles outside of support.
  • This could involve becoming an expert in a particular type of software or hardware, or in a specific area of customer service.
  • To do this, we need a team of IT professionals who are passionate about helping others and solving problems.
  • An IT help desk engineer can expect to earn something between $55,000-$65,000 annually.
  • Formerly the managing editor of BMC Blogs, you can reach her on LinkedIn or at
  • In general, senior infrastructure engineers hold similar degree levels compared to help desk engineers.

This means you bring additional resources to your organization who can help pinpoint issues you may otherwise have missed. If you are looking to tap into the potential of other experts, then outsourcing help desk support is one way of achieving that. If you don’t want to invest in 24/7 support internally, outsourcing your IT help desk is the ideal solution, especially if your employees work across multiple time zones. That way, you can be sure that all requests will be addressed in a timely manner.

Job brief

The minimum salary falls around $42,000 and, for those with expert experience, the maximum hovers in the low $90,000s. IT technical support staff diagnose and solve software and hardware problems for computer users. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. Desktop support specialists tend to make the most money working in the finance industry, where they earn an average salary of $53,933. In contrast, help desk engineers make the biggest average salary, $67,498, in the finance industry.

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