Field Technical Support Engineer Job Description

Gladly Team

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5 minute read

Technical support engineers, like help desk technicians or IT support technicians, are individuals hired to oversee the software and hardware of a company. Field engineers are expected to do a range of tasks, from assisting in resolving technical issues with customers to maintaining the infrastructure of an organization’s systems. Engineers also play a vital role in building knowledge bases for other customer service professionals to build off of. 

Technical support engineers usually start out as IT support technicians or IT assistants and work their way up. 

This is an important role because technical support engineers are responsible for maintaining the entire infrastructure of your company’s systems and software, and they’re often the first line of defense when a system issue occurs. 

Field technical support engineer tasks

When defining the technical support engineer tasks for your job description, don’t be afraid to be as transparent or demanding in your needs for the role. By creating a thorough list of tasks that accurately reflect the demands of the position, you’re ensuring that only the most qualified candidates apply. 

Field technical support engineer tasks: 
  • Engineers must maintain, update, and oversee every aspect of computer networks
  • Assist customers in their inquiries and provide troubleshooting support when needed
  • Provide training and assistance to IT technicians and help desk technicians
  • Design computer systems to meet the particular needs of the organization
  • Act as the first point of contact for clients concerning their computer systems and hardware issues
  • Ensure proper logging and documentation of all issues
  • Monitor daily performance of systems
  • Turn in detailed reports for technical assistance requests, including the procedure utilized to resolve the issue, dates and times, and the individuals involved in the case
  • Engineers will be expected to install and configure computer applications 

Field technical support engineer qualifications

Just as important as the list of tasks is the qualifications section of your job description. Again, the best way to attract quality candidates and save time on rooting out candidates who lack the skills or experience for the job is by providing a thorough and clear qualifications list.

Employers typically look for:
  • 3+ years of experience in customer service positions involving technical support
  • BA in software engineering or related field, though Masters degree is often preferred
  • Excellent communication and soft skills
  • Extensive experience working with Windows and Mac OS
  • Excellent, speaking, writing, and interpersonal skills when working with customers
  • Ability to work with others through help desk software, including remotely to other desktop programs 
  • Engineers should be extremely organized 
  • Demonstrate strong problem solving abilities and critical thinking
  • Relevant technical certifications, such as:
    • Cisco certifications (CCNA, CCNP, and CCIE)
    • Certified Telecommunications Network Specialist (CTNS)
    • Certified Telecommunications Analyst (CTA)
    • Certified IP Telecom Network Specialist (CIPTS)
    • Certified Wireless Analyst (CWA)

The above list of tasks and qualifications will ensure you’re attracting top talent and weeding out unqualified candidates. 

Gladly’s got you covered

When your field technical support engineers need to work with a customer one-on-one, Gladly has all the tools they need to understand the situation, meet customers at the communication line that they prefer, and provide optimal support for their issue.

Omni-channel support will allow your technicians to move seamlessly between communication lines, and unique customer profiles allow them to understand who the customers are before they’ve said hello.

After you’ve hired the most qualified field technician support engineer, give them the tools to thrive with Gladly.

About Gladly

Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers. Unlike the legacy approach to customer service software, which is designed around a ticket or case to enable workflows, Gladly enables radically personal customer service centered around people to sustain customer loyalty and drive more revenue.

The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences. 

Get started with Gladly >


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