Field Support Engineer Resume Guide

Field support engineers provide technical assistance to customers and employees in the field. They troubleshoot issues, install software programs, configure systems, and maintain hardware equipment. Additionally, they educate users on how to use technology properly and recommend solutions that best meet their needs.

Your technical knowledge and problem-solving skills make you an ideal candidate for any field support engineering position. But employers won’t know who you are unless you write a resume that stands out from the crowd. Make sure to include your experience, qualifications and achievements so they can see what makes you special!

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

Field Support Engineer Resume Sample

Spencer Yost
Field Support Engineer

[email protected]
427-871-7590
linkedin.com/in/spencer-yost

Summary

Detail-oriented field support engineer with 5+ years of experience providing on-site technical assistance to end users. Proven track record in troubleshooting hardware and software issues, network connectivity problems, and resolving customer service inquiries. Skilled at performing system installations, upgrades, patching activities and configuring user settings. Looking to join ABC Company as a Field Support Engineer and utilize knowledge for the betterment of customers.

Experience

Field Support Engineer, Employer A
Arlington, Jan 2018 – Present

Resolved critical technical issues for over 500 clients by providing timely on-site support, resulting in a 15% reduction of downtime.
Thoroughly tested and diagnosed hardware malfunctions with diagnostic tools and provided accurate fixes to ensure proper functionality of systems.
Implemented software updates across multiple platforms for 100+ customers, optimizing system performance and enhancing customer satisfaction levels by 10%.
Introduced innovative solutions that improved user experience when dealing with computer applications; decreased help desk tickets from 400 to 300 per month as a result of increased efficiency.
Documented thorough reports outlining the process followed while troubleshooting client inquiries; reduced time taken to analyze problems by 20 hours each week on average.

Field Support Engineer, Employer B
Rancho Cucamonga, Mar 2012 – Dec 2017

Reorganized the entire network infrastructure of 20+ branches, resulting in a 30% reduction in operational costs.
Developed an automated system to monitor and troubleshoot technical issues across multiple sites; improved response time by 25%.
Spearheaded the implementation of new security protocols which ensured that all company data was kept safe from malicious attacks or cyber theft.
Substantially increased customer satisfaction ratings by resolving complex IT problems within 24 hours on average, often working over weekends and holidays if needed.
Monitored server performance levels on a daily basis to ensure optimal operation speed and reliability; reduced downtime incidents by 14%.

Skills

Troubleshooting
Networking
Technical Writing
System Administration
Problem Solving
Hardware Installation
Software Installation
IT Security
Database Management

Education

Bachelor of Science in Computer Engineering
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+
CompTIA
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

Your resume summary/objective should be a snapshot of your experience and qualifications as a field support engineer. This is where you can highlight the technical certifications or degrees you have, the number of years’ experience in this role, any specializations such as hardware repair or software installation that make you stand out from other candidates, and how your work has resulted in improved customer satisfaction ratings for clients.

Below are some resume summary examples:

Accomplished field support engineer with 5+ years of experience providing outstanding customer service and technical assistance for a variety of hardware, software, and networking systems. Looking to join ABC Technologies as an onsite field support specialist to leverage excellent problem-solving skills in resolving complex issues quickly and efficiently. At XYZ Inc., led successful implementation of new CRM platform that improved call center efficiency by 15%.

Passionate field support engineer with 5+ years of experience providing technical assistance to customers in a wide range of industries. Experienced in troubleshooting hardware and software issues, as well as performing onsite repairs and installations. Received several commendations for going beyond the call of duty to ensure customer satisfaction. Highly motivated self-starter who is committed to delivering quality results within tight deadlines.

Seasoned Field Support Engineer with 5+ years of experience in providing onsite and remote support for end-users. Skilled at troubleshooting hardware, software, and network issues quickly to ensure minimal downtime. At XYZ Technologies, consistently met or exceeded service level agreements by resolving 94% of incidents within the first day. Received a “Top Performer” award four times for exceptional customer satisfaction results from clients.

Amicable and organized field support engineer with 8+ years of experience in troubleshooting and resolving hardware, software, network, and security issues. Experienced in working onsite to diagnose technical problems for various types of clients. Established a reputation for providing outstanding customer service through prompt resolution of complex cases. Received multiple awards from employers for excellence and dedication to the job.

Committed Field Support Engineer with 8+ years of experience in the IT industry. Proven ability to troubleshoot and repair complex hardware systems onsite. Adept at identifying, isolating, and resolving technical issues quickly and efficiently while providing superior customer service. Seeking to join ABC Tech as a Field Support Engineer to drive client satisfaction through excellent problem resolution skills.

Professional Field Support Engineer with 5+ years of experience in diagnosing and resolving technical issues for customers. Proven success in identifying customer needs, offering expert guidance on product usage, and providing exceptional customer service to ensure customer satisfaction. Looking to use my expertise as a Field Support Engineer at ABC Corporation to help drive the company’s continued growth.

Diligent field support engineer with 6+ years of experience providing technical and customer service assistance to clients in remote locations. Proven ability to troubleshoot complex issues quickly, reduce downtime, and ensure high quality standards are met. Seeking a role at ABC Tech to provide outstanding support services while working collaboratively with colleagues across the organization.

Reliable and experienced field support engineer with a proven track record of successful on-site deployments, maintenance and troubleshooting. At XYZ, provided field service for over 100 customers in the North East region, reducing downtime by 25%. Skilled at managing multiple projects simultaneously while meeting customer deadlines and delivering exceptional customer service.

2. Experience / Employment

The work history/experience section is where you provide details on your past roles. This should be written in reverse chronological order, meaning the most recent job is listed first.

When describing what you did, use bullet points to make it easier for the reader to take in all of your information quickly. You want to think about the specifics and results when writing out each point; this allows potential employers or recruiters to better understand what value you can bring if given a chance.

For example, instead of saying “Provided technical support,” you could say “Resolved over 200 customer issues per month related to hardware and software by providing remote troubleshooting assistance.”

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

Installed
Configured
Troubleshot
Monitored
Resolved
Analyzed
Tested
Debugged
Upgraded
Replaced
Documented
Implemented
Optimized
Trained
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:

Troubleshot complex technical issues for 75+ customers daily, resolving 95% of cases within the first contact and ensuring customer satisfaction.
Formulated maintenance strategies to reduce service downtime by 25%, resulting in a $3,000 increase in revenue from field support services over the last quarter.
Compiled detailed reports on equipment repairs & installations completed during each visit; decreased paperwork processing time by 45%.
Competently operated various diagnostic tools and testing software to pinpoint hardware malfunctions and take corrective action as needed.
Improved overall repair quality results by 30% through providing comprehensive technical training sessions for 15 team members per month.

Analyzed complex network and server issues on-site, reducing downtime to an average of 5 hours per issue.
Achieved 100% customer satisfaction rate by providing timely technical support and troubleshooting solutions within a 24 hour period.
Expedited roll-out processes for new software installations by 40%, resulting in improved system performance across the entire organization.
Replaced defective hardware components such as memory modules, CPUs, hard drives and motherboards in over 200 computers; increased overall equipment uptime by 25%.
Proficiently managed numerous field deployments including data migration projects with 0 errors or delays reported from client sites.

Mentored and trained 8 junior engineers on hardware troubleshooting, customer service and field support operations; increased technical competency of staff by 15%.
Streamlined the repair process for over 100 machines in 2 weeks, resulting in an increase of system efficiency by 30%.
Assessed site conditions at 7 locations to identify potential issues with network configurations and updated routers/switches accordingly; improved network performance across sites by 40%.
Optimized client systems through remote diagnostics and software updates, reducing downtime from 6 hours to 1 hour per incident on average.
Accurately documented all maintenance activities within customer databases, ensuring that records were kept up-to-date for future reference purposes.

Configured and installed over 200 computer systems, networks and peripherals for customers across 10+ departments in the past year; improved customer satisfaction ratings by 30%.
Presented comprehensive training seminars on new hardware & software products to employees of 15+ companies; reduced total support incidents by 45% within two months.
Structured an efficient system for troubleshooting technical issues remotely and provided timely resolutions to more than 300 clients within a 6-month period.
Resourcefully developed customized solutions that addressed complex IT problems faced by 25+ businesses quickly and cost-effectively, boosting their productivity levels significantly by 20%.
Revised existing procedures to ensure compliance with industry regulations while simultaneously streamlining internal processes across 5 production divisions; saved 400 hours annually in process time as a result.

Advised over 130 field technicians on the installation and maintenance of equipment, providing technical assistance when needed to ensure all operations were running smoothly.
Installed, configured and tested over 200 pieces of hardware in various locations throughout a 5-state region; reduced client downtime by 25%.
Tested new software releases for compatibility with existing systems before deploying them into production environments; identified & fixed errors that could have caused system crashes or data loss.
Supported end users through remote troubleshooting sessions while also performing hands-on repairs at sites as required; optimized user experience by reducing average resolution times from 45 minutes to 30 minutes per incident reported.
Confidently diagnosed & resolved complex problems across multiple platforms, ensuring customer satisfaction with 95% positive feedback ratings after each service call completed within specified SLA’s (service level agreements).

Facilitated the installation and maintenance of over 250 computer systems, ensuring that all hardware components were operating correctly in order to maximize user productivity.
Debugged software application malfunctions and network connectivity issues on site for both external clients and internal staff; reduced troubleshooting time by 45%.
Diligently handled customer inquiries regarding technical support, system usage, networking setup & configuration with a 95% satisfaction rate from users.
Reduced the number of service requests by 35%, proactively identifying potential problems before they caused disruption or downtime through regular preventive maintenance checks onsite and remotely via remote desktop access tools.
Utilized advanced diagnostic techniques such as port scanning to identify security vulnerabilities within client networks; secured data integrity for 10+ organizations using firewalls, encryption technologies & other preventative measures.

Trained over 25 field support engineers on the latest product upgrades and improvements, ensuring that all personnel had the knowledge required to provide top-notch customer service.
Coordinated with multiple departments within the organization to develop new processes for resolving technical issues in a timely manner; reduced resolution time by 10% over a 3 month period.
Consistently provided remote desktop assistance to customers experiencing software or hardware problems, helping them troubleshoot their devices and get back up and running quickly while minimizing disruption of daily activities.
Prepared detailed reports outlining any findings during server maintenance inspections at client sites; identified 200+ minor faults before they turned into major ones, resulting in $5K savings in repair costs over 6 months’ time frame.
Demonstrated an excellent understanding of virtualization technologies such as VMware ESXi 5/6 & Microsoft HyperV when installing operating systems remotely across different networks; completed installations without any downtime or delays 95% of the time.

Meticulously maintained and upgraded over 500 computer systems in the field, ensuring optimal performance levels of all hardware components; reduced system downtime by 25%.
Upgraded software to the latest versions for 100+ machines and ensured complete compatibility with existing system configurations; minimized IT support ticket requests by 30%.
Represented company at customer sites during installation, training and troubleshooting activities, fostering long-term relationships with clients through effective communication & problem solving skills.
Participated in team meetings to discuss new technologies related to field operations, offering technical expertise that resulted in process improvements yielding an 8% reduction in time spent on service visits.

3. Skills

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in troubleshooting hardware issues, while the other may be looking for someone with a knack for software installation.

Therefore, it is essential to tailor the skills section of your resume to each job you are applying for. This will help ensure that applicant tracking systems (which scan resumes for certain keywords) pick up on all relevant qualifications and pass them on to human recruiters.

In addition, don’t forget to elaborate further on your most important skillset in other areas of your resume such as the summary or experience sections.

Below is a list of common skills & terms:

Database Management
Hardware Installation
IT Security
Networking
Problem Solving
Software Installation
System Administration
Technical Writing
Troubleshooting

4. Education

Adding an education section to your resume will depend on how far along you are in your career. If you recently graduated and have no prior experience, mention your education below the resume objective. However, if you have a few years of work experience under your belt that is relevant to the field support engineer role, it may not be necessary to include an education section at all.

If including an education section on your resume, try mentioning courses or subjects related to the position for which you’re applying such as engineering fundamentals or computer networking principles.

Bachelor of Science in Computer Engineering
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are an important part of any resume, as they demonstrate to potential employers that you have a certain level of expertise in your field. Having certifications on your resume shows that you are committed to staying up-to-date with industry trends and standards.

If the job posting mentions specific skills or qualifications, make sure to include any relevant certifications in this section of your resume so hiring managers can easily see how qualified you are for the position.

CompTIA A+
CompTIA
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 Spencer Yost, this would be Spencer-Yost-resume.pdf or Spencer-Yost-resume.docx.

7. Cover Letter

Providing a cover letter along with your resume is a great way to make a good impression on hiring managers. It’s usually made up of 2 to 4 paragraphs, and it allows you to explain why you are the ideal candidate for the role.

Cover letters provide recruiters with an insight into who you are as a professional, beyond what can be seen on paper. Even though they’re not always required in job applications, writing one increases your chances of success exponentially.

Below is an example cover letter:

Dear Marjolaine,

I am writing in response to your Field Support Engineer opening. With my experience in technical support and customer service, as well as my strong troubleshooting skills, I am confident that I would be a valuable asset to your team.

In my current role as a Technical Support Specialist at [company name], I provide phone and email support to customers who are experiencing technical problems with our software products. I have successfully resolved a wide range of complex issues, from network connectivity problems to data corruption errors. In addition, I often go above and beyond for our customers by providing detailed instructions on how to use our products more effectively. As a result, customer satisfaction ratings for the team have increased by 15% since I joined the company two years ago.

I also have experience working in the field, having spent two years as a Field Service Technician before joining the Technical Support team. In this role, I provided on-site support for customers experiencing hardware or software problems. My ability to quickly diagnose and resolve problems has resulted in numerous positive customer reviews and helped me develop a reputation as an expert in resolving difficult issues.

I am confident that I can be an asset to your organization and would welcome the opportunity to discuss how my skills and experience can benefit your company further. Thank you for your time and consideration; please do not hesitate to contact me if you have any questions or need additional information about my qualifications.

Sincerely,

Spencer