Technical Support Engineer

Technical support engineers provide specialist advice and support by means of a telephone or online service. They help solve any technical problems that their business or retail customers are having using their company’s products.

The Work

Technical support engineers can specialise in one or more areas, such as:

• IT systems and computer software – networking and internet technologies, or programme software for special equipment, such as audiovisual or security equipment


• healthcare systems – 3D medical imaging equipment used in the National Health Service (NHS) and private health care, such as MRI (magnetic resonance imaging), x-ray or ultrasound, for example


• renewable energy technology – wind turbine or solar powered machinery including its software, for example.

• respond to customer telephone or email requests about product use, technical issues or installation problems


• ask the customer questions to help work out the problem, such as what computer systems they use, or what the equipment is connected to


• work out the problem from the information provided, giving the customer clear step by step instructions on how to solve the problem


• test equipment or software in a lab or virtual development environment, where a product or process is developed and tested


• install, set up or upgrade new software and equipment


• if there is a technical fault, carry out inspections and repairs onsite


• train customers on using equipment, and how to avoid any future problems


• give technical advice to internal staff such as service engineers, sales teams or management


• keep records of customer accounts, write reports and send feedback to head office.

Conditions

• You might work in an office or be based in a computer lab.


• You would work around 40 hours a week although you might spend time visiting customers on their premises.


• You might have to work shifts to cover 24-hour support including evenings or weekends.


• Some technical support engineers work as part of a product support team.


• The work may involve lifting heavy or awkward equipment.


• You may have to travel within the UK, or abroad for overseas customers.


• You would attend training courses and conferences, perhaps some abroad.


• It can be a high pressure job when there are tight deadlines for fixing a problem.

Getting In

• Most entrants have a Higher National Certificate (HNC), Higher National Diploma (HND) or degree in an engineering, science or information technology subject, depending on the area of specialism.


• Entry requirements for HNC or HND courses are 1-2 Highers plus some Standard grades. For a degree course you need 3-5 Highers including Maths and Physics or Technological Studies.


• Experience of working with customers or the public will be useful.


• You might need a driving licence for some jobs.


• Fluency in another language can be useful.

What Does It Take?

You should:

• have good analytical skills


• be good at explaining complex technical information clearly


• have excellent IT skills


• be able to use your initiative


• enjoy working with customers and want to help them


• be able to judge different levels of customers’ technical knowledge


• enjoy solving problems and technical challenges


• be able to keep calm and work under pressure


• Be able to work to deadlines.

Training

• Training is on the job.


• You would receive specialist training from the manufacturer on their full product range and application.


• You may train for industry specific qualifications, such as Cisco Certified Network Associate (CCNA) or Microsoft Certified Technology Specialist (MCTS).


• After gaining your HNC, HND or degree and some further training with an employer, you can register with the Engineering Council as a professional engineer — either the Incorporated Engineer (IEng) or Chartered Engineer (CEng).


• For IEng you need to have a recognised Bachelors degree, recognised HNC or HND plus further study to Bachelors degree level or an approved Scottish Vocational Qualification (Level 4).


• For CEng you need to have a recognised Bachelors degree with Honours plus a recognised Masters degree (or equivalent), or a recognised integrated Master of Engineering (MEng) degree.


• Once you are a chartered engineer, as part of your continuing professional development (CPD) you must keep up to date with advances in technology throughout your career.

Getting On

• You could move into either a sales engineering role, or a technical management role.


• Electronic engineers who first qualify as IEng can progress to CEng after further training and experience. This can open up a wider range of opportunities.


• You might move into other areas such as marketing, or into teaching and academic research in colleges and universities.


• You might become a consultant, offering specialist engineering services.


• There can be good opportunities to work abroad.

Pay

The figures below are only a guide. Actual pay rates may vary, depending on:

• where you work


• the size of the company or organisation you work for


• the demand for the job.

More Information

• The Engineering Council sets and maintains the standards of the engineering profession in the UK.


• The Tomorrow’s Engineers website has more information on careers in engineering.

Addresses

The following organisation(s) may be able to provide further information.