User Support Engineer
ゆーざーさぽーとえんじにあ
Industry & Occupation
Classification
Summary
User Support Engineers handle IT-related inquiries and troubleshooting from users both inside and outside the company, supporting the stable operation of systems.
Description
User Support Engineers handle inquiries about IT environments via email, phone, chat, etc., from diagnosing causes to proposing and implementing solutions. They perform troubleshooting for hardware, software, and networks, escalate as needed, and collaborate with relevant departments. They also create manuals and FAQs, conduct user education and guidance, manage incidents and create reports using ITSM tools. Recently, remote support, chatbots, and automation tools are increasingly used, requiring the ability to efficiently solve problems using these tools.
Future Outlook
With the spread of remote work and digitalization of services, demand remains stable. While business efficiency improves with the introduction of AI chatbots and automation tools, the importance of personnel with complex problem-solving capabilities increases.
Personality Traits
Can provide bright and polite customer service / Empathetic / Patient / Problem-solving oriented
Work Style
Flex / On-site / Remote Support / Shift
Career Path
Help Desk Operator → Team Leader → System Administrator → Customer Success Manager → IT Consultant
Required Skills
Network Basics / OS Management / Remote Support Tool Operation / Ticket Management Tool / Troubleshooting
Recommended Skills
Active Directory Management / English (Technical Document Reading) / Scripting Languages / Security Measures
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | Because configuration errors or oversights can cause troubles. |
| Communication Skills | Because smooth communication with users is required. |
| Learning Agility & Knowledge Acquisition | Quick proficiency in various systems and tools is necessary. |
| Problem Solving | To identify the cause of user problems and propose solutions. |
| Stress Tolerance | Because it is necessary to calmly handle complaints from users and emergency responses. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Numerical & Quantitative Analysis | Advanced mathematical analysis is not often required. |
| Physical Stamina & Endurance | Mainly desk work, with low physical load. |
Related Qualifications
- Applied Information Technology Engineer
- CompTIA A+
- IT Passport
- Microsoft Certified: MTA
Aliases
- Customer Support Engineer
- Help Desk Engineer
- IT Support Engineer
- Technical Support Engineer
Related Jobs
- Customer Success
- IT Consultant
- Network Engineer
- System Administrator