Technical Support Engineer Resume Guide

Technical Support Engineers provide technical assistance to customers and troubleshoot any hardware or software issues. They diagnose, research, and resolve complex customer inquiries regarding product features, specifications, installation/configuration of products and services. They also respond to service tickets via phone or email in a timely manner while providing excellent customer service.

Your technical support skills are unparalleled, but employers don’t know it yet. To make them aware of your expertise, you must create a resume that stands out from the competition and highlights all of your abilities.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Technical Support Engineer Resume Sample

Trystan Bauch
Technical Support Engineer

[email protected]
408-240-2790
linkedin.com/in/trystan-bauch

Summary

Proficient technical support engineer with 5+ years of experience in providing technical assistance to clients. Proven track record in resolving complex hardware and software issues for a wide range of customers with varying levels of expertise. At ABC, reduced customer wait times by 20% through the implementation of an IT ticketing system. Received multiple awards from management for excellent problem-solving skills and customer service.

Experience

Technical Support Engineer, Employer A
Colorado Springs, Jan 2018 – Present

Tested and troubleshot up to 150 technical support issues daily, successfully resolving 90% of customer queries within the first call.
Streamlined processes and procedures for providing technical assistance, reducing response time by 25%.
Expedited onboarding of 50 new users per week using automated scripts; achieved a 95% success rate in deployment accuracy and user satisfaction rating.
Successfully trained 10+ junior engineers on problem-solving techniques and software frameworks over 6 months; increased individual efficiency by 40%.
Represented company at 2 international technology conferences as subject matter expert, increasing brand recognition across 5 countries with an overall reach of 500K+.

Technical Support Engineer, Employer B
Tulsa, Mar 2012 – Dec 2017

Implemented technical solutions to improve the customer experience and reduce helpdesk tickets by 20%, resulting in a cost savings of $2,000 annually.
Upgraded software systems for 100+ customers across various platforms, ensuring compatibility with existing network architecture and increasing operational efficiency by 25%.
Spearheaded the development of new troubleshooting protocols that improved response time for technical queries from 3 hours to 30 minutes on average.
Thoroughly tested hardware components such as routers, switches and modems before releasing them into production; reduced system downtime incidents by 12%.
Developed user-friendly documentation outlining installation instructions & best practices for all IT personnel which increased productivity amongst tech teams by 15%.

Skills

Troubleshooting
Technical Support
Networking
Windows
Windows Server
Active Directory
Linux
SQL
Computer Hardware

Education

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

A resume summary/objective is the first thing a hiring manager will read, so it’s important to make sure yours is well written. As a technical support engineer, you should highlight your experience troubleshooting and resolving complex IT issues in an efficient manner. You can also mention any certifications or qualifications that are relevant to the position such as A+ certification or Microsoft Office Suite proficiency. Finally, don’t forget to include how many years of experience you have in this field!

Below are some resume summary examples:

Dependable technical support engineer experienced in troubleshooting, diagnosing and resolving customer inquiries. Proven track record of providing excellent technical support to customers from diverse backgrounds. At XYZ, implemented new processes for customer service that improved the response time by an average of 40%. Familiar with Windows/Linux systems and networks, as well as hardware maintenance and installation procedures.

Detail-oriented technical support engineer with 4+ years of experience providing technical assistance to customers. Highly experienced in troubleshooting and resolving hardware, software, network and system issues. At XYZ company, created instructional manuals for end-users that improved customer self-help efficiency by 20%. Received multiple awards from clients for exceptional service delivery & customer satisfaction ratings.

Skilled technical support engineer with 5+ years of experience providing remote and on-site technical assistance to customers. At ABC, successfully handled over 500 customer service requests per month by troubleshooting hardware/software issues and resolving queries in a timely manner. Proven success in improving customer satisfaction ratings from 65% to 95%. Looking forward to leveraging my expertise at XYZ Tech Solutions.

Enthusiastic technical support engineer with 5+ years of experience providing technical assistance and customer service to end users. Skilled in troubleshooting hardware and software issues, responding to inquiries, escalating tickets when necessary, and documenting the resolution process. Looking to join ABC Solutions as a Technical Support Engineer where I can use my skillset to improve customer satisfaction ratings.

Seasoned technical support engineer with 10+ years of experience providing technical assistance to a wide array of users. Highly skilled in resolving complex problems related to hardware and software applications while maintaining customer satisfaction at ABC. Demonstrated success in increasing client retention by 15% through superior service delivery, resulting in an average net promoter score (NPS) of 9 out of 10.

Driven technical support engineer with 10+ years of experience troubleshooting and resolving software, hardware, and network issues for a wide range of clients. Highly adept at identifying root causes to complex technical problems using in-depth analysis and advanced diagnostic techniques. Achieved an average call resolution rate of 94% while working at Company X by providing timely solutions to customer inquiries.

Passionate technical support engineer with 5+ years of experience providing technical assistance to customers. Highly skilled in troubleshooting errors, diagnosing and resolving hardware/software problems, and delivering excellent customer service. Seeking to utilize my expertise at ABC Company where I can contribute to the success of their IT department by ensuring a smooth operation for end-users.

Talented technical support engineer with 5+ years of experience providing technical troubleshooting and problem solving for both on-site and remote customers. Proven track record in resolving customer complaints quickly, accurately, and effectively. Experienced in deploying software updates, working with internal IT teams to resolve complex issues, and training users on new technology products.

2. Experience / Employment

The work history/experience section is where you talk about your past employment. It should be written in reverse chronological order, meaning the most recent job is listed first.

When writing this section, use bullet points to make it easier for the reader to digest what you have to say quickly and accurately. Be sure that each point includes details on what was done as well as quantifiable results obtained.

For example, instead of saying “Provided technical support,” you could say, “Responded promptly and professionally to customer inquiries via phone and email; reduced customer wait time by 20% through improved troubleshooting techniques.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Troubleshot
Resolved
Configured
Monitored
Diagnosed
Tested
Debugged
Documented
Upgraded
Installed
Assisted
Analyzed
Implemented
Optimized
Supported

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Diagnosed and resolved over 500 technical problems for customers, resulting in a 10% decrease of customer complaints within the first 3 months.
Documented troubleshooting processes and procedures to ease customer support workflow; trained 5 new staff members on providing technical assistance via phone & emails.
Independently took charge of resolving escalated issues from Tier 1 team and maintained an average resolution time below 2 hours per case with 95% accuracy rate.
Facilitated root cause analysis for recurring system errors and upgraded hardware/software components as needed; enabled 70+ users to access company network without disruptions over 12-months period since implementation date.
Configured complex network infrastructures according to IT department standards while ensuring data security protocols were followed throughout the process; successfully completed 20+ projects ahead of schedule with zero critical bugs reported afterwards.

Structured and monitored customer service protocols to ensure technical support requests were responded to within 24 hours, resulting in a 12% increase in customer satisfaction ratings.
Efficiently resolved over 200 hardware and software issues daily for both internal and external customers via phone, email or chat; reduced call resolution time by 20%.
Revised existing network architecture plans while also creating new ones according to changing business needs; improved system reliability by 30%.
Prepared detailed documentation on problem diagnosis steps taken as well as resolutions applied when solving technical problems; created an online knowledge base of solutions that was accessed 10,000 times per week.
Administered the installation and maintenance of computer systems used throughout the company’s offices worldwide with minimal downtime recorded during upgrades/migrations (less than 1 hour).

Achieved 95% customer satisfaction rating over 6 months, resolving all technical inquiries within 24 hours.
Mentored 5 junior engineers on troubleshooting and debugging software systems, driving their performance up by 17%.
Presented weekly reports to senior management detailing the status of current projects; reduced project turnaround time by 8 days on average as a result.
Reliably supported 500+ users in deploying applications and diagnosing hardware/software issues while ensuring data security protocols were enforced at all times.
Debugged complex system problems with speed and accuracy, identifying root causes for 14 critical incidents in the last year alone resulting in cost savings of $4500 per incident avoided due to downtime reduction.

Formulated comprehensive plans and procedures to optimize technical support operations, resulting in a 28% decrease in customer service response times.
Utilized advanced software solutions and cutting-edge technologies to troubleshoot hardware and software issues for over 500 customers every day.
Actively monitored system performance metrics daily, identified areas of improvement, upgraded systems as needed & trained 200+ users on new technology implementations; increased efficiency by 15%.
Improved customer satisfaction ratings from 75% to 93%, through timely resolution of all escalated incidents within 24 hours or less.
Compiled monthly reports based on findings from tech support tickets received that facilitated further evaluation of the team’s performance metrics & highlighted opportunities for improvement across multiple sites nationwide.

Resolved over 500 technical issues related to hardware and software systems for customers in a timely manner, achieving an average customer satisfaction score of 96%.
Participated in the development of new features and functionalities, testing over 200 system upgrades or installations before deployment while remaining within budget limits.
Accurately diagnosed end-user problems using remote desktop tools and provided step-by-step instructions or solutions on troubleshooting common errors.
Advised customers on their technology infrastructure needs by identifying trends in usage patterns across different departments; improved operational efficiency by 20% through better network optimization techniques that saved $10K annually in IT costs.
Analyzed website analytics data to identify potential security threats & vulnerabilities; identified suspicious activity from unauthorized users which led to the successful prevention of online fraud attempts worth $25K+ over 6 months.

Installed and configured over 200+ computer systems, printers and other hardware components within a 2-hour timeframe, cutting total deployment time by 15%.
Supported multiple clients with technical issues related to software installation & upgrades; resolved 95% of queries in the first call itself.
Troubleshot network connectivity problems such as LAN/WAN drops and latency spikes while ensuring optimal performance of all IT equipment onsite.
Meticulously monitored system operations for potential threats or vulnerabilities using different security tools; identified potential cyberattacks before they occurred 80% of the times.
Demonstrated excellent customer service skills when resolving tech glitches remotely or interacting with users face-to-face; received ‘Excellent’ rating from 90% customers surveyed at end of every month.

Assessed customer hardware/software issues and provided timely technical support to over 200 users daily, reducing IT call-back rate by 25%.
Assisted in the installation of various operating systems, applications & updates on customer computers; successfully implemented software upgrades for 75+ customers within 4 hours per project.
Reduced system downtime incidents by 30% through proactive maintenance activities such as troubleshooting network connections and resolving configuration errors.
Effectively managed client requests via phone calls & email inquiries with an average resolution time of 45 minutes or less per issue reported.
Introduced improved remote management tools for secure access to customer systems, resulting in a 20% increase in overall operational efficiency at the help desk team level.

Coordinated technical support operations for a team of 5 engineers, providing technical assistance to over 200 users daily and resolving an average of 500 client requests each month.
Reorganized the network infrastructure by migrating servers from on-premises environment to cloud platform; successfully improved server uptime by 25%.
Optimized desktop performance and system stability through regular maintenance checks and troubleshooting activities; decreased service tickets by 70% in the first quarter.
Competently managed customer expectations while delivering IT solutions within agreed timeframes; earned customer satisfaction scores above 90% consistently throughout employment tenure.

3. Skills

Skill requirements will differ from employer to employer – this can easily be determined via the job advert. Organization ABC may require familiarity with Windows Server and Organization XYZ may be looking for someone who is knowledgeable in Linux.

It’s important to tailor the skills section of your resume to each job you apply for, as many employers use applicant tracking systems these days that scan resumes for certain keywords before passing them on to a human.

In addition, it’s also beneficial to elaborate further on some of the most pertinent technical support engineer skills throughout other parts of your resume such as the summary or experience sections.

Below is a list of common skills & terms:

Active Directory
C++
CSS
Cloud Computing
Computer Hardware
Customer Satisfaction
Databases
Electronics
Engineering
HTML
Hardware
Help Desk Support
Information Technology
Integration
Java
JavaScript
Linux
Manufacturing
Microsoft Exchange
Microsoft SQL Server
MySQL
Network Administration
Network Security
Networking
Operating Systems
Process Improvement
Python
SQL
Security
Servers
Software Development
Software Documentation
Software Installation
Switches
System Administration
TCP/IP
Team Leadership
Teamwork
Technical Support
Telecommunications
Testing
Time Management
Troubleshooting
Unix
VMware
Virtualization
VoIP
Windows
Windows 7
Windows Server
Windows XP

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have no work experience, your education should be mentioned below your resume objective. However, if you have significant work experience that is relevant to the role of a technical support engineer, an education section may not be necessary at all.

If including an education section, focus on courses or assignments related to the technical aspects of engineering such as computer programming and software development.

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications demonstrate to potential employers that you have the necessary knowledge and skills for a given job. They also show that you are committed to staying up-to-date with industry trends and developments, as many certifications require ongoing education or training in order to remain valid.

Including any relevant certifications on your resume can help set you apart from other applicants by showing that you possess specialized qualifications related to the position.

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Trystan Bauch, this would be Trystan-Bauch-resume.pdf or Trystan-Bauch-resume.docx.

7. Cover Letter

Cover letters are an important part of the job application process. They provide employers with more information about you than your resume and help to give recruiters a better idea of who you are as a professional.

Cover letters should be composed of 2-4 brief paragraphs that highlight why you’re the best person for the job. It’s also an opportunity to showcase your writing skills, demonstrate how well you understand their company, and show off any unique qualifications or experiences that make you stand out from other applicants.

Below is an example cover letter:

Dear Weldon,

I am writing to apply for the Technical Support Engineer position at [company name]. With experience in customer service and technical support, as well as a strong understanding of computer systems, I am confident that I would be an asset to your team.

In my current role at [company name], I provide technical support for software applications. I troubleshoot issues and work with customers to resolve problems in a timely manner. My excellent communication skills have allowed me to build positive relationships with customers, which has resulted in repeat business. In addition, my analytical skills and ability to think outside the box have helped me find creative solutions to complex problems.

I also have experience training new employees on company procedures and policies. This has given me the opportunity to develop my leadership skills and improve my ability to work as part of a team. In addition, I am familiar with various types of computer hardware and software applications, which allows me to provide comprehensive support when needed.

I believe that my skills and experience make me an ideal candidate for this position, and I look forward to discussing how I can contribute to your team’s success in the future. Thank you for your time and consideration; please do not hesitate to contact me if you have any questions or need any additional information about my qualifications.

Sincerely,

Trystan