Provides technical support to troubleshoot issues and engineer solutions for an organization’s products or systems.
Communicates with system users and stakeholders to define and isolate the issue and deliver technical solutions. Maintains IT infrastructure to ensure optimal function of software, hardware, and network systems. Documents bugs, fixes, and changes or updates to technical documentation for future reference. Creates diagnostic tools and performs regular testing to maintain and enhance overall system performance.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Technical Support Engineer I skill and competencie below to view definitions.
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Lists customer service tools used to track customer interactions and improve service delivery.
Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Knows the technical aspects applied in carrying out remote support activities.
Level 2 Behaviors
(Light Experience)
Uses remote support tools and software in tracking customer complaints to resolve end-user issues.
Level 3 Behaviors
(Moderate Experience)
Sets up remote access to perform diagnostic support and resolve complex issues.
Level 4 Behaviors
(Extensive Experience)
Manages all remote support activities to determine areas for improvement and decrease response times.
Level 5 Behaviors
(Mastery)
Leads the adoption of advanced tools in remote support to resolve issues faster and increase productivity.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Describes how to utilize a time management matrix for efficient completion of most important tasks.
Level 2 Behaviors
(Light Experience)
Applies principles, habits, and skills in organizing schedules to manage time productively.
Level 3 Behaviors
(Moderate Experience)
Demonstrates a willingness to abandon tasks or projects that prove to be of little value to the business.
Level 4 Behaviors
(Extensive Experience)
Develops best techniques and methods to improve time management throughout our business.
Level 5 Behaviors
(Mastery)
Designs tools to efficiently organize and keep track of tasks in progress to boost productivity.
There are 0 hard skills for Technical Support Engineer I.
11 general skills for Technical Support Engineer I, Customer Support, Remote Support, Technical Support, etc.
6 soft skills for Technical Support Engineer I, Attention to Detail, Time Management, Initiative, etc.
While the list totals 17 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Technical Support Engineer I, he or she needs to be proficient in Attention to Detail, be proficient in Time Management, and be proficient in Initiative.
