What To Look For When Hiring an Technical Support Engineers

Introduction

One of the biggest challenges for IT managers is finding and hiring top-tier technical support engineers in a competitive job market. This is especially true for businesses that are rapidly growing or expanding into new markets. Traditional hiring methods can be time-consuming and inefficient, leading to delays in filling critical roles.

That’s where a strategic approach to hiring can make a significant difference. By understanding the key skills and qualities required for technical support, you can identify the best candidates and streamline the hiring process.

Here’s your checklist for evaluating tech support engineers:

• Technical Skills: Review for specific technical abilities and problem-solving examples
• Soft Skills: Look for evidence of effective communication and teamwork
• Certifications: Verify relevant and up-to-date certifications
• Experience: Check for applicable technical support experience
• Education: Assess the relevance and reputation of educational qualification
• Achievements: Note significant accomplishments and their impact

We’ll cover each item on this checklist to guide you in finding the right tech support engineer you need for your team.

Technical Skills

Technical skills directly impact the ability of tech support engineers in understanding the root causes of problems, pinpointing the best solutions along with alternatives, and implementing these recommendations with efficiency.

• Troubleshooting: The ability to diagnose and resolve technical problems efficiently is crucial for tech support engineers. Look for candidates with experience troubleshooting various issues, such as hardware malfunctions, software errors, and network connectivity problems.
  
  
• Problem-solving: Effective problem-solving skills are essential for identifying the root cause of technical issues and developing solutions. Assess candidates’ ability to analyze problems, break them down into smaller components, and implement effective solutions.
  
  
• Operating systems: A strong understanding of different operating systems, including Windows, macOS, and Linux, is essential for providing technical support. Look for candidates with experience working with these systems and troubleshooting issues related to them.
  
  
• Networking: Knowledge of networking concepts, protocols, and troubleshooting techniques is crucial for tech support engineers. Assess candidates’ understanding of network infrastructure, topology, and common network issues.
  
  
• Hardware: Familiarity with hardware components, including computers, peripherals, and servers, is essential for providing effective technical support. Look for candidates with experience troubleshooting hardware issues and performing basic maintenance.
  
  
• Software: Understanding of various software applications, including operating systems, productivity tools, and specialized software, is necessary for providing technical support. Assess candidates’ knowledge of different software programs and their ability to troubleshoot software-related issues.

Soft Skills

Soft skills are essential for these engineers to deliver excellent customer service. These skills also enable them to foster collaborative relationships, and contribute to business success. Check whether these are covered in the resume you are evaluating.

• Communication: Excellent communication skills are essential for interacting with customers and colleagues effectively. Look for candidates who can clearly explain technical concepts to non-technical individuals and provide helpful guidance.
  
  
• Teamwork: Tech support engineers often work in teams, so it’s important to assess their ability to collaborate effectively with others. Look for candidates who have experience working in team environments and can contribute positively to a team’s goals.
  
  
• Adaptability: The ability to adapt to changing technologies and work environments is essential for tech support engineers. Look for candidates who are open to learning new skills and embracing change.
  
  
• Time management: Effective time management skills are crucial for managing multiple tasks and meeting deadlines. Look for candidates who can prioritize tasks and work efficiently.

Certifications

According to CompTIA, a leading technology association, 91% of employers value IT certifications as they play a key role in the hiring process. Certifications can help differentiate candidates from their peers and show employers that they have the necessary skills and knowledge to succeed in the role.

IT Service Management Certifications

• ITIL Foundation: Covers best practices for IT service management, including incident management, problem management, and change management

Vendor-Specific Certifications

• Microsoft Certified: Azure Fundamentals: Demonstrates knowledge of cloud computing concepts and Azure services.
  
  
• AWS Certified Cloud Practitioner: Validates understanding of cloud computing and AWS services.
  
  
• Google IT Support Professional Certificate: Covers essential IT support skills, including troubleshooting and customer service.
  
  
• Cisco Certified Network Associate (CCNA): Provides a solid foundation in networking technologies.
  
  
• Oracle Certified Associate (OCA): Validates foundational knowledge of Oracle database technologies and SQL.

Experience

Relevant experience in technical support roles is essential for tech support engineers. Look for candidates with experience working in help desks, IT support centers, or similar roles. More importantly, check the following qualifications:

Tier 1 Support Specialist

• Entry-level experience: Typically requires 0-2 years of experience in IT support or related fields.
  
  
• Basic technical knowledge: Familiarity with common hardware and software issues, such as troubleshooting network connectivity, password resets, and basic software installations.
  
  
• Excellent communication skills: Ability to clearly explain technical concepts to users of varying technical backgrounds.
  
  
• Customer service orientation: Strong focus on providing excellent customer service and resolving issues promptly.
  

Tier 2 Support Specialist

• Intermediate experience: Typically requires 2-5 years of experience in IT support, with a focus on troubleshooting more complex technical issues.
  
  
• Advanced technical knowledge: In-depth understanding of operating systems, networking, and common software applications.
  
  
• Problem-solving skills: Ability to diagnose and resolve complex technical problems, often requiring research and analysis.
  
  
• Escalation management: Experience in escalating complex issues to higher-level support teams when necessary.
  

Tier 3 Support Specialist

• Senior experience: Typically requires 5+ years of experience in IT support, with a focus on specialized technical areas.
  
  
• Deep technical expertise: In-depth knowledge of specific technologies or systems, such as server administration, database management, or network engineering.
  
  
• Troubleshooting skills: Ability to diagnose and resolve complex, system-wide issues that require advanced troubleshooting techniques.
  
  
• Mentorship: May be responsible for mentoring and training junior support staff.

Education

A technical or computer science degree can provide a strong foundation for tech support engineers. Here’s a list of the top tech-focused schools in the Philippines you can refer to. Note that these engineering and IT graduates are highly proficient professional English speakers, too: 

• De La Salle University
• Mapua University
• Adamson University 
• Lyceum of the Philippines 
• University of Santo Tomas 
• AMA Computer College

Achievements and Accomplishments

Assess candidates’ achievements and accomplishments to gauge their problem-solving skills, customer satisfaction, and contributions to previous roles. Look for examples of successful projects, positive feedback from customers, or awards and recognitions.

Why Choose Filipino Tech Support Engineers?

Filipino tech support engineers are renowned for their exceptional skills, strong work ethic, and excellent communication abilities. Here’s why they make ideal candidates for your team:

• Technical proficiency: Filipinos possess a strong foundation in technology and are highly skilled in various programming languages, operating systems, and software applications.
  
  
• Excellent communication skills: Filipinos are known for their excellent English language proficiency, making them ideal for customer-facing roles. They can effectively communicate with clients from all over the world, building strong relationships and providing exceptional support.
  
  
• Cultural compatibility: Filipinos are known for their warm and friendly demeanor, making them excellent team players and customer service representatives. Their cultural values align well with Western business practices, ensuring a smooth integration into your team.
  
  
• Cost-effective solution: Hiring Filipino technical support engineers offers a cost-effective solution compared to many Western countries. This can help you reduce your operational expenses and improve your bottom line.
  
  
• Strong work ethic: Filipinos are known for their strong work ethic and dedication to their jobs. They are reliable, hardworking, and committed to delivering high-quality results. Filipino tech support engineers are renowned for their exceptional skills, strong work ethic, and excellent communication abilities.
  
  
• Adaptability: Filipinos are highly adaptable and can quickly learn new technologies and processes. This makes them well-suited for the fast-paced and ever-changing world of technology.
  

Partner with Penbrothers for Top-Tier Technical Talent

At Penbrothers, we understand the challenges of finding qualified tech support engineers. Our expert offshore staffing team can help you identify and recruit top talent, saving you time and resources. With our proven track record and deep understanding of the technology industry, we can provide you with the support you need to build a high-performing technical support team.

Here’s why you should choose Penbrothers

• Deep understanding of the tech industry: Our team has extensive experience in the technology sector, allowing us to identify the most qualified candidates for your specific needs.
  
  
• Proven track record: We have a successful history of placing highly skilled tech support engineers with clients around the world.
  
  
• Cost-effective solutions: Our offshore staffing services offer significant cost savings compared to hiring in-house.
  
  
• Dedicated customer success managers: Our customer success managers will work closely with you to understand your requirements and provide personalized support throughout the hiring process.
  
  
• Quality assurance: We ensure that all our candidates undergo rigorous screening and evaluation to guarantee their suitability for your role.

By partnering with us, you can access a pool of talented Filipino tech support engineers who are ready to contribute to your organization’s success.