IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware. Support technicians rely on advanced software in order to offer more efficient customer service. IT helps desks also require technicians to have a number of skills. Excellent verbal communication skills are also important, as well as analytical thinking skills. You’ll need to be an expert in certain software packages and have strong IT skills.
Patience, resourcefulness and a desire to help others are desirable virtues in technical support and help desk roles. Most large companies have many types of service desk engineer jobs. These employees provide phones, laptops, and computer support for an entire organization. The service desk staff typically handles the technical issues that are reported by the employees of a company. A mobile phone company also has many service desk engineering jobs.
Help Desk Engineer Salary in the United States
If you’re at an entry-level role, consider making it a goal to land one of your near future positions at a VAR. Even if you have to take a pay cut initially, the experience you’ll get will be well worth it in the near future. Computer support specialists enjoy the variety of work they encounter each day.
- An IT help desk assists all users in troubleshooting a number of IT problems and issues.
- It uses ticketing services that assign customers to the right person to help.
- Everyone that has worked in customer service knows that there are always those few customers that call about every little issue and end up wasting the customer service agent’s time.
- A service desk engineer job description typically includes both technical and communication skills.
This is the technical group that resolves wireless phone issues for customers. The service engineer typically knows many nuances of various types of phones because he deals with trouble issues on a daily basis. 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.
How To Become a Help Desk Engineer
Basically, everyone in IT goes through the helpdesk or a similar entry-level position. However, some people stay stuck in entry-level roles for what seems like a lifetime and others go on to become systems engineers at top tech companies in just a few years.
- You see, it is safe to say that if someone made it all the way from zero to an entry-level IT job, he or she probably has a Net+, CCNA or even a college degree.
- From managing customers and leads to keeping track of our customers.
- Since traditional IT education focuses on just one area at a time, companies are having to hire someone to manage each area.
- IT help desk software is also used in order to streamline the ticketing process.
- A help desk technician, also sometimes called a computer support specialist, a desktop support technician or a help desk analyst, is a trained IT professional.
- By taking a look through resumes, we were able to narrow down the most common skills for a person in this position.
Out of all the resumes we looked through, 7.7% of help help desk engineers listed troubleshoot on their resume, but soft skills such as customer-service skills and listening skills are important as well. If you’re interested in becoming a help desk engineer, one of the first things to consider is how much education you need. We’ve determined that 51.1% of help desk engineers have a bachelor’s degree. In terms of higher education levels, we found that 6.3% of help desk engineers have master’s degrees. Even though most help desk engineers have a college degree, it’s possible to become one with only a high school degree or GED. There are certain skills that many help desk engineers have in order to accomplish their responsibilities.
You will not move up if you do not quickly start meeting people in your company and getting involved in many discussions. People struggle to move past their entry-level positions because they don’t have a good plan to do so.
What kind of training or certifications would be helpful at the help desk tier 1?
Valuable qualifications include the ITIL Foundation and the Service Desk Institute service desk analyst certificate.