Computer Support Services Engineer

Also known as:

Engineer, Computer Support Services

Introduction

Computer support services engineers help customers with their computer needs. They install, demonstrate, maintain and update computer equipment. This work often involves travelling to the customer's home or business premises. Some support services engineers staff phone helplines.

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Work Activities

Computer support services engineers help customers to get the best performance from their computer equipment and overcome any technical problems they have in using it. They demonstrate, install and maintain hardware/software systems, products and services and their upgrades (improved versions).

Support services engineers give advice on all aspects of the installation and use of computers. They may provide support through a phone help line, answering the whole range of customers' enquiries from simple questions to complex, highly technical problems.

Some support engineers install software on customers' premises, making sure that it works. Under aftersales service contracts, they provide regular maintenance and servicing of the computer equipment to minimise breakdowns and malfunctions.

This work involves routine testing, identification of faults and, where this is relatively straightforward, the replacement of faulty components. If the computer breaks down during operation, a computer support services engineer visits the customer's premises to diagnose and repair any minor faults on-site. They may have to refer more complex faults back to the manufacturer. Through working with customers, support engineers identify potential software development and sales opportunities for the future.

Computer support services engineers may also produce technical material including manuals to help customers understand their software.

They may have to travel to clients' premises locally or nationally.

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Personal Qualities and Skills

You need a good technical background in practical electronics. You need to be knowledgeable about the products or services provided to customers. You must keep up-to-date with new developments. You'll need to understand both hardware and software; both can cause operating faults.

You'll need strong communication skills, tact and consideration to work with both technical and non-technical clients. You need to keep clear and up-to-date records, and report faults back to your customer service manager or service engineer manager for any further action.

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Pay and Opportunities

Salaries for computer support services engineers vary.

The pay rates given below are approximate.

Salaries for computer support services engineers are in the range of £17,000 - £20,000 a year, rising to £25,000 - £37,000. Higher earners can make around £45,000 a year.

Higher salaries are available depending on employer, role and responsibilities.

Computer support services engineers typically work 35 hours Monday to Friday, but early starts, late finishes, on-call and weekend work may be required.

Employers, throughout the UK, vary from large multinational corporations to small computer-system suppliers.

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Adult Opportunities

It is now illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

People with relevant skills and abilities in electronic or telecommunications engineering at technician level have an advantage.

Experience in customer care is also useful.

Manufacturers' accredited short courses are available, for example, Novell or Microsoft Certified Engineer programmes.

If you don't have the qualifications needed to enter your chosen degree or HND course, a college or university Access course (eg, Access to Engineering) could be the way in.

These courses are designed for people who have not followed the usual routes into higher education. No formal qualifications are usually needed, but you should check this with individual colleges.

• 5% of computer software engineers work part-time.
• 7% have flexible hours.
• 4% work on a temporary basis.

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