Support Engineer Resume Guide

Support engineers are responsible for troubleshooting and resolving technical problems with computer hardware, software, networks, and other related systems. They provide assistance to users who have reported issues or need advice on the use of specific technologies. Additionally, they install new programs or hardware components as needed and perform maintenance tasks such as backups and virus scans. Support engineers also document their work in detailed reports so that supervisors can track progress and ensure compliance with industry standards.

You have what it takes to be a successful support engineer – but hiring managers don’t know this yet. To get noticed, you must write a resume that highlights your technical abilities and experience.

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

Support Engineer Resume Sample

Eduardo Halvorson
Support Engineer

[email protected]
212-087-8319
linkedin.com/in/eduardo-halvorson

Summary

Determined support engineer with 5+ years of experience in providing technical assistance to customers and troubleshooting complex software issues. Adept at building client relationships, identifying customer needs, and recommending solutions. Proven track record of successfully resolving 98% of cases within the first contact or call out request by applying creative problem-solving techniques. Ready to join ABC Team as a support engineer for their innovative products.

Experience

Support Engineer, Employer A
Montgomery, Jan 2018 – Present

Monitored and maintained over 500 computer systems and networks, ensuring that all software was up-to-date and running smoothly; reduced system downtime by 32%.
Advised technical support staff on the use of server hardware/software applications to identify & resolve customer queries in a timely manner; successfully resolved 85% of escalated issues within one hour.
Compiled detailed reports on system performance metrics which enabled developers to make informed decisions regarding upgrades & maintenance schedules; increased productivity by 10%.
Introduced new infrastructure solutions into existing IT environments, such as virtualization platforms, cloud services and automation tools; improved efficiency levels by 25%.
Substantially improved troubleshooting processes through introducing best practices for fault diagnosis, logging errors & tracking resolution progress – reducing instances of repeat calls from customers by 15%.

Support Engineer, Employer B
El Paso, Mar 2012 – Dec 2017

Meticulously managed and monitored large-scale IT systems, ensuring that all components were functioning optimally; successfully reduced downtime by 25%.
Structured complex network infrastructure projects from design to implementation, resulting in a 10% improvement of system performance across the board.
Reorganized hardware configurations and software applications within existing frameworks while keeping pace with emerging technologies; increased the reliability of IT operations by 20%.
Implemented new support processes based on service level agreements (SLAs) for over 500 clients, thereby increasing customer satisfaction ratings by 30 points or more each quarter.
Mentored junior engineers in troubleshooting methods and best practices for resolving technical issues; trained 8+ personnel who have since become certified support specialists themselves.

Skills

Troubleshooting
Technical Support
Windows Server
Networking
Active Directory
SQL
Windows
Linux
Java

Education

Bachelor of Science in Computer Engineering
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+
CompTIA (Computing Technology Industry
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

A resume summary/objective at the start of your support engineer resume will give employers a better idea of who you are and what skills you possess that make you ideal for the role. In this section, demonstrate to potential employers how qualified and experienced you are by mentioning details such as any certifications or trainings related to customer service/technical support, years of experience working in similar roles, languages spoken fluently, etc. Include anything which shows why hiring managers should give your application special consideration.

Below are some resume summary examples:

Passionate and experienced technical support engineer, with a history of providing exceptional customer service. Served as the primary point-of-contact for over 400 clients at XYZ and provided fast resolution to their IT problems. Strengths in problem solving, communication, collaboration, and troubleshooting various hardware/software issues. Strong experience dealing with different types of customers having varying degrees of technical knowledge and expertise.

Dependable Support Engineer with 5+ years of experience providing customer support and troubleshooting technical issues. Seeking to join ABC Tech as a Customer Support Specialist, leveraging strong interpersonal skills to foster satisfying customer relationships while optimizing system performance. At XYZ Inc., achieved 99% satisfaction ratings from customers in 6 months by resolving problems quickly and proactively responding to inquiries.

Well-rounded support engineer with 3+ years of experience in troubleshooting, diagnosing and resolving technical issues. Served as a frontline support specialist for ABC providing outstanding customer service to end-users. At XYZ, consistently exceeded performance goals by quickly identifying complex network infrastructure problems and delivering timely solutions that met SLAs. Reduced overall resolution times 5% while cutting costs 10%.

Seasoned support engineer with 7+ years of experience in providing world-class technical support and troubleshooting for complex IT systems. Seeking to join ABC Tech as a Support Engineer, leveraging expertise in system diagnostics, operations optimization, customer relations management (CRM), problem identification/resolution and vendor communication. Recognized for resolving up to 95% of problems within 24 hours during previous roles.

Amicable and personable Support Engineer with 5+ years of experience in providing technical support and customer service to both internal and external clients. Seeking a full-time position at ABC that would leverage my extensive knowledge of cloud applications, databases, IT systems, and software engineering principles. At XYZ improved the customer satisfaction rate by 12% through delivering timely assistance on a range of projects.

Hard-working support engineer with 5+ years of experience in providing IT support and maintenance to corporate clients. Excellent problem-solving skills that drive customer satisfaction levels at XYZ, where I managed daily operations for over 250 users across 10 countries. Experienced in handling hardware, software installations, and troubleshooting as well as creating detailed knowledge base articles for user self-service.

Professional and organized Support Engineer with 5+ years’ experience providing technical assistance to customers. Proven success in troubleshooting and resolving issues efficiently, as seen by a 94% customer satisfaction rating for support tickets handled during tenure at XYZ Inc. Seeking new challenges and opportunities at ABC Corp where I can leverage my knowledge of various systems to provide reliable IT solutions.

Driven support engineer with 4+ years of experience providing technical support and troubleshooting hardware, software, and network issues for a wide range of customers. Expertise in Windows, Mac OSX, Linux systems administration and customer service skills. Seeking to utilize my technical knowledge at ABC Tech to offer quality resolution services on time.

2. Experience / Employment

For the experience section, you want to list your employment history in reverse chronological order, with the most recent job listed first. You should also provide detail by using bullet points.

When writing the bullets, make sure to highlight what you did and any results or accomplishments associated with each role. For example, instead of saying “Provided customer support,” you could say “Answered 300+ customer enquiries per day via phone and email; successfully resolved 95% within 48 hours.”

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

Troubleshot
Resolved
Configured
Monitored
Analyzed
Documented
Assisted
Implemented
Tested
Debugged
Upgraded
Installed
Optimized
Automated
Managed

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:

Revised existing software processes and procedures to reduce hardware maintenance time by 40%, resulting in a cost savings of $15,000.
Expedited system upgrades for over 100 customers, ensuring that all applications were optimized with minimal downtime.
Formulated automated solutions to efficiently resolve customer complaints; decreased response time by 50%.
Streamlined employee onboarding process through the implementation of an online portal which reduced average training time per user from 6 hours to 3 hours on average.
Reliably handled escalated technical issues via remote support sessions while troubleshooting glitches and restoring systems within 1 hour or less in 95% of cases.

Represented the technical support team in over 500 customer service calls, helping customers to troubleshoot and resolve a variety of software issues; decreased average resolution time by 32%.
Analyzed system configurations, hardware components, and network connections for more than 200 clients daily to identify potential problem areas before they occurred.
Facilitated the installation and repair of computer systems while ensuring compatibility with existing networks and offering advice on optimization solutions; improved webpage loading speed by 45%.
Debugged various application problems including software conflicts, slow performance, or unexpected errors, with a 95% accuracy rate within 15 minutes per session.
Actively participated in training sessions for other engineers covering topics such as coding standards & best practices that increased productivity levels across the company by 35%.

Automated system processes and network infrastructure, reducing downtime by 15% over 6 months.
Spearheaded the installation of several new software applications across 100+ user endpoints; achieved 90% successful deployment rate within 2 weeks.
Independently troubleshot technical problems in a timely manner, resolving 80 customer queries daily with minimal disruption to business operations.
Managed on-site installations and maintenance services for client hardware equipment; completed 5 projects under budget without any delays or issues reported by customers.
Demonstrated expertise in configuring system settings for desktops, laptops and mobile devices according to industry best practices; optimized performance speeds across all platforms by 20%.

Utilized advanced problem-solving skills to troubleshoot and resolve technical issues for over 500 clients, resulting in a successful resolution rate of 95%.
Resourcefully identified potential risks and implemented preventive measures to avoid system downtime; reduced customer complaints by 40% within the first quarter.
Prepared detailed installation instructions, user manuals and other technical documentation as necessary; developed an online support knowledge base with up-to-date information on all products & services offered.
Documented bug fixes, service requests and customer feedback forms in a systematic manner using ServiceNow ticketing software; increased end user satisfaction ratings by 20%.
Developed scripts that automated routine tasks such as patch deployment & configuration management across multiple hardware platforms, improving operational efficiency by 35%.

Proficiently tested and configured complex computer systems, networks and applications for 100+ customers, resulting in a 98% success rate of meeting their support needs.
Resolved over 500 technical issues within the specified time frame using advanced problem-solving skills; reduced customer service response time by 15%.
Presented solutions to business stakeholders and clients clearly with detailed step-by-step instructions; received an average rating of 4 out 5 stars from users on helpdesk surveys.
Developed automated procedures to streamline daily maintenance tasks such as system backups, server monitoring & patch management which improved overall efficiency by 25%.
Delivered training sessions for new staff members regarding best practices when providing remote tech support services; lowered user complaints related to inadequate assistance by 40%.

Assisted over 200+ customers daily in resolving technical issues related to hardware, software and network configuration; decreased customer wait time by 40%.
Efficiently identified root cause of problems and implemented solutions with minimal disruption to business operations; reduced system downtime from 3 days to 1 hour on average.
Assessed customer requirements for new enterprise IT systems, configured components according to specifications & conducted user acceptance tests prior to deployment.
Upgraded existing computer networks at 10+ companies within tight deadlines while ensuring the highest levels of security were maintained throughout the process; increased speed performance by 25%.
Coordinated with internal teams (IT specialists, product engineers) and external vendors regarding installation schedules & warranty services for newly purchased products/equipment.

Troubleshot and resolved hardware and software technical issues with over 500 users, improving first call resolution rate by 10%.
Installed, configured and maintained desktop operating systems for 50+ client workstations; reduced system downtime by 15 hours per month on average.
Participated in the development of various IT solutions to meet changing business needs, successfully deploying two mission-critical enterprise applications within a four-month period.
Confidently handled customer inquiries related to product installation and usage via telephone calls and emails; responded promptly to address all queries within 24 hours or less for 95% clients satisfaction rating.
Developed comprehensive user guides & training materials which improved end user efficiency by 30% in the last fiscal year alone.

Reduced customer service response time by 15% and customer wait times by 10 minutes per ticket through proactive troubleshooting of technical issues.
Optimized IT systems performance levels while reducing system downtime to less than 5 minutes a week; improved overall efficiency across the organization’s infrastructure.
Thoroughly tested software updates prior to deployment, ensuring that all new applications and patches integrated seamlessly into existing frameworks with minimal disruption or user-impact.
Achieved 98% operational success rate for network application installations, upgrades and maintenance services provided during last quarter alone; significantly increased user satisfaction ratings from customers in the process.

3. Skills

The skills section of your resume should be tailored to each job you are applying for. Different positions will have different skill requirements, depending on the technology or software they use and whether it is customer-facing support work or more technical issue resolution.

It is important to customize this section as many employers today utilize applicant tracking systems that scan resumes for certain keywords before passing them along to a human recruiter. This filtering process can take out any resumes not deemed suitable quickly and easily, so make sure yours contains all the most appropriate skills related to the role in question.

In addition, you may wish to provide a brief explanation of why these aforementioned skills are advantageous under particular contexts in other areas, such as the summary statement or experience sections if applicable.

Below is a list of common skills & terms:

Active Directory
C
C#
C++
CSS
Cloud Computing
Computer Hardware
Data Analysis
Data Center
Databases
Disaster Recovery
Engineering
HTML
Hardware
Help Desk Support
ITIL
Information Technology
Integration
Java
JavaScript
Linux
Microsoft Exchange
Microsoft SQL Server
MySQL
Network Administration
Network Security
Networking
Operating Systems
PHP
Python
SQL
Security
Servers
Software Development
Software Documentation
Software Installation
System Administration
TCP/IP
Team Leadership
Teamwork
Technical Support
Telecommunications
Testing
Time Management
Troubleshooting
Unix
VMware
Virtualization
Web Development
Windows
Windows 7
Windows Server
Windows XP

4. Education

Mentioning your education section on your resume will depend largely upon the type of support engineer role you are applying for. If you just graduated and have no prior experience in this field, include an education section below your resume objective. On the other hand, if you already have a few years’ worth of professional experience under your belt related to the role being applied for, omitting an education section is totally acceptable.

If including educational background information, try to mention specific courses that were beneficial to becoming a successful Support Engineer, such as “Courses included Infrastructure & Cloud Computing, Troubleshooting & Debugging Technologies, and System Architecture.”

Bachelor of Science in Computer Engineering
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are important to include on your resume as they demonstrate proficiency and commitment to the field that you are applying for. Employers will be interested in what certifications you have, whether it is a specific certification required for the job or not.

Adding relevant certifications shows an employer that you take initiative, helping them identify professionals who complete courses and stay up-to-date with industry trends. Include this information prominently so employers can easily see if you’re qualified for the position at hand.

CompTIA A+
CompTIA (Computing Technology Industry
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 Eduardo Halvorson, this would be Eduardo-Halvorson-resume.pdf or Eduardo-Halvorson-resume.docx.

7. Cover Letter

A cover letter is an important document that can help you stand out in the job market. It should complement your resume and provide recruiters with additional information about who you are, why you’re applying for the role and what skills or experience makes you an ideal fit.

Cover letters typically consist of 2 to 4 paragraphs highlighting key attributes such as leadership qualities, technical knowledge and communication skills that may be relevant to the position. Although not mandatory, writing a well-crafted cover letter is highly recommended if you want to increase your chances of getting hired.

Below is an example cover letter:

Dear Rosanna,

I am writing to apply for the Support Engineer position at [company name]. With over five years of experience providing technical support and troubleshooting, I believe I have the skills and qualifications necessary to be an asset to your company.

In my current role as a Technical Support Specialist, I provide customer service and technical support through phone calls, emails, chat messages, and remote access sessions. My responsibilities include resolving software issues by diagnosing problems with hardware or applications; recommending solutions; escalating unresolved issues when appropriate; keeping track of user information requests; and maintaining detailed records of help-desk tickets. In addition to this work, I develop new processes for handling customer inquiries more efficiently while ensuring that quality standards are consistently met.

I possess strong problem-solving abilities, which enable me to quickly diagnose system faults while having excellent communication skills that allow me to explain complex concepts clearly so customers can understand them easily. Furthermore, I have extensive knowledge about Windows OS versions from XP onwards as well as expertise in supporting network infrastructure such us LANs/WANs/VLANs, etc., routers & switches configuration (Cisco), monitoring tools (Nagios), and virtualization technologies (VMware).

Additionally, my experience working with multiple scripting languages like bash shell scripts will also prove helpful in automating repetitive tasks, thus improving efficiency within the team. All these qualities make me confident that if given an opportunity, I will be able to contribute significantly towards achieving organizational goals.

Thank you very much for considering my application – please do not hesitate to contact me if any additional information is required regarding my candidacy.

Sincerely,

Eduardo