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Technical Support Engineer Intern Job Description

Job Title: Technical Support Engineer Intern

Overview/Summary of the role:
A Technical Support Engineer Intern is responsible for providing technical assistance and support to clients by troubleshooting hardware and software issues. They help clients to identify and solve technical problems, as well as providing a high level of customer service. The role requires strong communication skills and technical knowledge to effectively diagnose and solve issues that arise.

Responsibilities and Duties:
- Responding to technical support inquiries from clients via email, phone or chat in a timely and professional manner.
- Logging and tracking client issues through a ticketing system.
- Troubleshooting technical problems with the client's equipment, software or network.
- Providing step-by-step instructions and guidance to clients to resolve the issue at hand.
- Coordinating with internal technical teams to escalate and resolve complex technical issues.
- Updating the client on the status of their technical issue and ensuring customer satisfaction.
- Contributing to the support team by sharing knowledge and findings.

Qualifications and Skills:
Hard skills:
- Knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.).
- Familiarity with troubleshooting tools and software (e.g. Wireshark, traceroute, ping, etc.).
- Ability to diagnose and troubleshoot hardware and software issues.
- Experience with operating systems such as Windows, macOS, and Unix/Linux.
- Experience with ticketing systems and customer support software.

Soft skills:
- Excellent verbal and written communication skills.
- Strong customer service skills, including empathy and patience.
- Ability to work effectively in a team environment.
- Attention to detail.
- Time-management skills to effectively prioritize workload.

Education and Experience:
- Currently enrolled in a Bachelor's or Master's degree program in Computer Science, Information Technology, or a related field.
- Prior work experience in a customer service or technical support role is desirable.
- Familiarity with programming languages (e.g. Python, Java, C++) is a plus.

Licensing (if applicable):
In most cases, a Technical Support Engineer Intern does not require licensure. However, depending on the field, some industries may require additional certifications or licenses. For example, those working in the IT industry may need certification in specific programming languages, software platforms, or operating systems.

Typical Employers:
Companies that offer software, hardware, and network solutions often hire Technical Support Engineer Interns. Some common employers include technology companies such as Microsoft, Dell, Cisco Systems, Apple, and HP. Other employers may include healthcare organizations, financial institutions, and government agencies.

Work Environment:
The work environment for Technical Support Engineer Interns typically involves working in an office or technical support center. The job may require regular business hours, but may also entail working outside of regular hours, including evening, night, or weekend shifts. Technical Support Engineer Interns may work in a fast-paced, high-pressure environment and may need to manage multiple priorities and assignments.

Career Pathways (both leading to this position and next positions):
A Technical Support Engineer Intern typically holds a bachelor’s degree in a field related to computer science, information technology, or engineering. Many individuals begin their careers as Technical Support Engineer Interns before advancing to positions such as Technical Support Engineer, Technical Support Specialist, or Network Administrator. Other potential career pathways may include positions in software development, project management, or IT management.

Job Growth Trend (USA and Global):
According to the Bureau of Labor Statistics, employment of computer and information technology occupations is projected to grow 11% from 2019 to 2029, which is much faster than the average for all occupations. As technology continues to advance, demand for Technical Support Engineer Interns and other IT professionals is expected to remain high. Additionally, as businesses continue to rely on technology to achieve their goals, the need for Technical Support Engineer Interns is predicted to increase globally.

Career Satisfaction:
As a Technical Support Engineer Intern, you can find career satisfaction in building your foundational knowledge and skills in the IT industry. You will have the opportunity to work with experienced professionals and learn from their experience, which will help you develop your technical knowledge, customer service and problem-solving skills. You will also be exposed to a variety of technologies, products, and platforms, which will broaden your understanding of IT and help you stay up-to-date with the latest industry trends.

Related Job Positions:
Some related job positions that you can consider after completing a Technical Support Engineer Internship include:

1. Technical Support Engineer
2. IT Support Specialist
3. Network Support Engineer
4. Desktop Support Engineer
5. Cloud Support Engineer

Connected People:
As a Technical Support Engineer Intern, you will be working with a range of individuals in the IT industry, such as:

1. Senior Technical Support Engineers
2. IT Support Managers
3. System Administrators
4. Network Engineers
5. Software Developers

Average Salary (USA, UK, Germany, India, Brazil):
The salaries for Technical Support Engineers in different countries may vary based on factors like experience, skills, company size, and location. Here are the average salaries for Technical Support Engineers in the USA, UK, Germany, India, and Brazil:

1. USA: $50,000-$80,000 per year
2. UK: £25,000-£45,000 per year
3. Germany: €40,000-€60,000 per year
4. India: ₹300,000-₹500,000 per year
5. Brazil: R$60,000-R$90,000 per year

Benefits Package:
The benefits package for a Technical Support Engineer may depend on the company, location, and other factors. Some common benefits are:

1. Health insurance
2. Retirement/401k plan
3. Paid time off
4. Sick leave
5. Dental and vision insurance
6. Bonuses or profit-sharing

Schedule and Hours Required:
The schedule and hours required for a Technical Support Engineer may vary based on the company, location, and job role. Many companies provide 24x7 technical support, which means that you may be required to work in shifts or on-call basis. Generally, you need to work 8 hours per day, but in some cases, it may vary depending on the workload and urgency.

Level of Autonomy:
As a Technical Support Engineer Intern, the level of autonomy will depend on the organization you are working with. Most often, you will be part of a team and will be supervised by a senior engineer or manager. You will work within the framework of the team's processes and procedures, and you will be expected to adhere to set standards.

Opportunities for Professional Development and Advancement:
Technical Support Engineer Interns will have various opportunities for professional development and advancement. You may participate in online or in-person training, workshops, or seminars on emerging technologies, problem-solving skills, communication skills, customer service, and more. You can also opt to pursue advanced certifications that will enhance your skills and knowledge in a specific area, such as network infrastructure, operating systems, and cloud computing.

Specialized Skills or Knowledge Required:
The skills and background required for a Technical Support Engineer Intern will depend on the organization and role you are working with. Generally, employers will look for applicants who have completed courses or degrees in computer science, information technology, or related fields. Experience in customer service, troubleshooting, and critical thinking is also a plus. Additionally, some roles may require familiarity with specific software, programming languages, or operating systems.

Physical Demands:
Technical Support Engineer Interns typically work in an office environment where they will spend long hours sitting at a computer. The job requires a lot of concentration and involves solving complex problems, which can be mentally demanding, but there are no significant physical demands to this role.

Tools and Technologies Used:
Technical Support Engineer Interns work with various tools and technologies to support end-users. The most commonly used tools and technologies include helpdesk software, remote desktop software, networking tools, and system administration tools. Additionally, interns should have a good understanding of different operating systems, including Windows, Mac, and Linux, as they are responsible for resolving software and hardware issues across multiple platforms.

Work Style:
As a Technical Support Engineer Intern, you will need to be highly organized and have excellent problem-solving skills. You will be working on complex technical issues that may require you to think outside of the box and come up with creative solutions. You will also need to be able to multitask and prioritize your workload effectively.

Working Conditions:
You will be working in an office environment, sitting for extended periods while working on a computer. You may also need to work outside of normal business hours to provide 24/7 support to customers.

Team Size and Structure:
You will be working as part of a team, which may consist of other Technical Support Engineers, Product Managers, and Software Developers. The size and structure of the team may vary depending on the specific project you are working on.

Collaboration and Communication Requirements:
As a Technical Support Engineer Intern, you will need to have excellent communication skills, both verbal and written. You will be communicating with customers, team members, and other stakeholders to identify and solve technical issues. You will also need to collaborate with other team members to share knowledge and expertise.

Cultural Fit and Company Values:
As a Technical Support Engineer Intern, you will need to embody the company's values of customer focus, innovation, collaboration, and excellence. You will need to be passionate about providing exceptional customer support and committed to continuously improving the product and the customer experience. You will also need to be a team player and be willing to help other team members when needed.