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)
Explains the importance of customer support in meeting customer needs and expectations.
Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Explains the difference between remote support and phone support.
Level 2 Behaviors
(Light Experience)
Identifies the challenges and risks in facilitating remote communication with customers.
Level 3 Behaviors
(Moderate Experience)
Helps develop a hotline for customer complaints to ensure prompt delivery of remote support services.
Level 4 Behaviors
(Extensive Experience)
Integrates new methods in delivering remote access to enhance the overall support experience.
Level 5 Behaviors
(Mastery)
Develops strategic plans to streamline the overall remote support delivery and ensure customer retention.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Discusses workplace barriers and issues that may affect time management.
Level 2 Behaviors
(Light Experience)
Collects and compiles information in an organized manner to finish tasks efficiently.
Level 3 Behaviors
(Moderate Experience)
Executes work plans to manage workflow and track milestones to completion.
Level 4 Behaviors
(Extensive Experience)
Improves processes to organize workloads of teams efficiently.
Level 5 Behaviors
(Mastery)
Establishes a time management matrix to reprioritize the importance of current and upcoming tasks.
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.
