Top Customer Support Engineer Skills

Below we've compiled a list of the most important skills for a Customer Support Engineer. We ranked the top skills based on the percentage of Customer Support Engineer resumes they appeared on. For example, 16.9% of Customer Support Engineer resumes contained Technical Support as a skill. Let's find out what skills a Customer Support Engineer actually needs in order to be successful in the workplace.

The six most common skills found on Customer Support Engineer resumes in 2020. Read below to see the full list.

1. Technical Support

high Demand
Here's how Technical Support is used in Customer Support Engineer jobs:
  • Provided technical support for global customer networks, including configuration, troubleshooting and laboratory simulations for a variety of networking protocols.
  • Performed customer technical support activities including 24x7 Customer Network Outage Support significantly reducing network downtime achieving 99.999% system availability.
  • Provided post-sales technical support on data networking equipment, including the diagnosis, simulation and isolation of data networking problems.
  • Accepted fast-paced position providing remote Level I and Level II technical support to domestic and international managed service providers.
  • Provided expert technical support of networking equipment to external and internal customers ensuring repeat business and high customer satisfaction.
  • Provided technical support to customers for installation, troubleshooting, and assistance with calibration and maintenance procedures.
  • Developed and implemented monthly score cards to provide visual snapshot of infrastructure performance and technical support services.
  • Process development and technical support for a revolutionary system used to coat automotive lighting products.
  • Service coordination, Warranty administration and technical support for Crushing and Screening equipment.
  • Provided Sun and Cisco technical support to customers to resolve hardware/software problems.
  • Provided timely and effective customer technical support for company products and services.
  • Supervised over 20+ global storage management technical support and development specialists.
  • Authored, edited and published online technical support documentation for customers.
  • Delivered on-call technical support for outage and business-critical customer network issues.
  • Provided technical support for issues involving vending solutions purchased by customers.
  • Responded to incoming user technical support inquiries regarding company proprietary software.
  • Provided technical support for AeroData products and services to customers.
  • Provide operational and technical support to many levels of management.
  • Field related technical support of complex automated electronics assembly equipment.
  • Provided technical support and site monitoring for high-speed customers.

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2. Customer Service

high Demand
Here's how Customer Service is used in Customer Support Engineer jobs:
  • Acquired additional information on incident tickets submitted via customer service representatives and escalated higher impact severity incidents to Tier II support.
  • Coordinated customer service requests and resolved problems relating to development, distribution, maintenance and support of Philips technology software.
  • Provide superior customer service to maintain existing customer base and continually generate profit for the company.
  • Provided a professional and courteous customer service experience and set expectations based on agreed processes.
  • Developed and provided process measurement metrics reports to the Customer Services and Corporate Executive staff.
  • Provided on-site and telephone customer service and troubleshooting on software and hardware encryption devices.
  • Provide exceptional customer service and troubleshooting services, while maintaining network connectivity and quality.
  • Monitored and improved customer satisfaction with Customer Services, Sales and other departments.
  • Established several company policies pertaining to safety, customer service and company documentation.
  • Recognized by manager for delivering great customer service to difficult customers.
  • Developed and presented formal classroom training to Customer Service/Support personnel.
  • Provide great customer service and application support for collaboration product.
  • Participate in delivering and exceeding customer service level commitments.
  • Responded to customer service requests regarding technical problem notifications.
  • Provided national Parts and technical customer service Support.
  • Created a pricing system for five major catalog house accounts that improved customer service access to standard price and delivery inquiries.
  • Demonstrated high quality, results driven, prompt and professional customer service to instill confidence in technical advice and directions.
  • Work virtually and autonomously, performing customer service tasks and crafting workable solutions in timely and efficient manner.
  • Interfaced with the customer on a daily basis to provide excellent customer service and address issues expediently.
  • Handled hundreds of customer service requests (CSR) tickets to closure in adherence to SLA commitments.

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3. Support Engineer

high Demand
Here's how Support Engineer is used in Customer Support Engineer jobs:
  • Mentored support engineers both locally and globally on customer interaction skills, maintenance, troubleshooting and data interpretation.
  • Compiled knowledge base of materials and application data for North American regional technical specialists and field support engineers.
  • Mentored Customer Support Engineers and developed technical documents, such as technical tips and sample configurations.
  • Directed responsibilities for customer support operations, including customer support call center and support engineering teams.
  • Promoted increased order creation processing efficiency by training Virtual Internet Support Engineer and Hardware Teams.
  • Attempted to reproduce issues in support mirrored environments before assigning tickets to application support engineers.
  • Assisted in training of new Customer Support Engineers on SupplyPro proprietary hardware/software.
  • Field Support Engineer for an enterprise solid-state storage manufacturer.
  • Worked at WNS and Reliance as Customer Support Engineer On-site Experience: Responsibilities:- o Handling Domain and member servers.
  • Advanced to Team Lead within 1st year to recruit, train, and oversee efforts of 8 Customer Support Engineers.
  • Support engineer that acts and the focal point for customer technical reported issues with their Call Center Recording software.
  • Worked at Accenture as Customer Support Engineer On-site Experience: Responsibilities:- o Worked on a WIN2000 platform.
  • Instructed new Field Support Engineers by WebEx on a monthly basis, covering applications, materials and software training.
  • Provided high-level direct technical e-mail and phone support to customers, field support engineers, and sales associates.
  • Managed team of ten Field Engineers and Support Engineers in support of international product trials and deployments.
  • Worked with a team of support engineers to provide solutions to a diverse range of technical problems.
  • Contracted to Honeywell-Customer Support Engineering and involved in the research and resolution of airline queries and issues.
  • Mentor Tier 1 and 2 support engineers to help them improve their technical and customer support skills.
  • Brief description of the project: Worked as a Customer Support Engineer for HP India sales.
  • Added the responsibilities of Customer Support Engineer in the late 1990's for two Honeywell systems.

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4. Trouble Shooting

high Demand
Here's how Trouble Shooting is used in Customer Support Engineer jobs:
  • Provided detail oriented maintenance and trouble shooting on equipment to ensure excellent operation.
  • Performed installation, configuration and trouble shooting printers.
  • Accelerated in resolving customer trouble shooting
  • Complete initial setup for customers, trouble shooting complex problems, follow-up customer call backs to insure program is working correctly.
  • Mentored younger team members on correct trouble shooting of all systems and paperwork completion.
  • Trouble shooting and fine tuning the performance of Internal & External Mail Flow.
  • Provided detailed maintenance and trouble shooting to ensure greater than 95% operation.
  • Trouble shooting networking components, power supplies, monitors, and Terminals.
  • Trained and supervised junior engineers in trouble shooting and account management.
  • Trouble shooting the problems associated with Leased lines and ISDN lines.
  • Trained new members of team in software and trouble shooting skills.
  • Trouble shooting network related issues, cable crimping etc.
  • Trouble Shooting of Application issues raised by the customers.
  • Trouble shooting of all AV related Equipment.
  • Performed Hardware maintenance and trouble shooting.
  • Trouble shooting any software issues with OS XP and 7.
  • Utilized oscilloscope, frequency analyzers and multimeter for trouble shooting Generators problem.
  • Provided customers assistance in trouble shooting issues with their DS3000, DS4000, and DS5000 NetApp/LSILogic storage arrays.
  • trouble shooting, repair, maintenance for customer computers, printers and devices.
  • Trouble shooting any Viruses using Symantec Anti Virus software.

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5. Remote Access

high Demand
Here's how Remote Access is used in Customer Support Engineer jobs:
  • Provided special assistance to support remote access in adherence to company standards
  • Managed remote access via IP and on-site support to resolve customer issues in a timely and professional manner.
  • Assisted customers using remote access tools and answering questions from Right Now web based customer relations tool.
  • Serviced customer's systems using remote access software LogMeIn.
  • Established remote access using VNC and Remote Computer.
  • Maintained and configured Middleware servers via remote access.
  • Implemented Interconnectivity Between various locations of the Gatti Transport Corporation Through Remote access Server and.

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6. Windows XP

high Demand
Here's how Windows XP is used in Customer Support Engineer jobs:
  • Experience with Windows XP/Vista/7 account administration and domain structure, supporting password reset using Active Directory; Print Que.
  • Support for Windows XP, Windows 2000 and Windows Server 2003 operating systems.
  • Installed and configured Windows XP, Vista and Windows 7 workstations.
  • Support Windows XP and 2000 workstations and thin clients.
  • Assisted in planning and implementing migration to Windows XP.
  • Work Details: Installation configuration and troubleshooting of win 98, Windows NT, Windows 2000, and Windows XP.
  • Help desk support using active directory user management, Windows XP/7/8 migration, Microsoft Exchange and Citrix user management.
  • Upgraded workstations with Windows XP to various Diebold offices in New Jersey and Pennsylvania.

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7. PCS

high Demand
Here's how PCS is used in Customer Support Engineer jobs:
  • Worked with the customer to develop a test plan resulting in a successful PCS demonstration for the customers technical executives.
  • Install, Configure, Support and Maintain Windows PCs, Thin Clients and Windows server 2000/2003.
  • Maintained hardware and software on department PCs, Windows 98 and NT.
  • Installed and maintained UNIX operating systems and network connections on test PCs.
  • Assembled, maintained, and serviced x86 based PCs and peripherals.
  • Upgraded PCs, including RAM increases and hard drive replacement.
  • Installed hardware peripherals and software on PCs
  • Diagnose end user PCs over telephone.
  • Upgrade memory for routers, switches, and PCs.
  • Support of NEC Versa Series Laptop PCs Performed Microsoft Windows 95 support Cardsoft Card and Socket Services Support.

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8. LAN

high Demand
Here's how LAN is used in Customer Support Engineer jobs:
  • Shared organization wide communications on outages/changes/impact/action plan/resolution on actively engaged cases.
  • Provide guidance to the management team and executives for change recommendations, and update/develop plans related Digital Radiology software.
  • Enhanced continuous improvement by developing LEAN processes based in strategic planning as well as product release requirements for Pasteurizers.
  • Perform all phases of retrofit project from Production Revision Record definition to validation of retrofit on customer airplane.
  • Assist with updating and correcting any documentation and/or technical procedures, data analysis, and action plan development.
  • Installed and configured computer workstations and configured laptop computers and docking station connections on LAN.
  • Designed, configured and maintained wired and wireless LAN systems increased overall productivity and revenue.
  • Worked together with individual sites and organizations to plan and execute seamless system integration.
  • Spearheaded problem communication and resolution efforts as liaison between customer manufacturing plant and Delphi.
  • Spurred planning and delivery of signage and marketing materials for international exhibitions in Japan.
  • Established and managed Product/Project Management function defining product plans, launches and marketing programs.
  • Test plans were developed and executed to test functionality and any network abnormalities.
  • Authored customer requirement documents and lead in the execution of qualification plans.
  • Planned, developed and implemented technical customer support procedures for software engineers.
  • Conveyed line/quality problems to manufacturing plants in a precise and timely manner.
  • Coordinated and assembled documentation policies and procedures for LAN Technology Group.
  • Make appropriate contractual allowance/adjustments to account balances based upon contracted/reimbursement rates.
  • Schedule and plan customer maintains plans independently of supervision.
  • Analyzed multiple airplane configurations for retrofit and repair requirements.
  • Performed personally assigned material test projects and plant supervision.

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9. Unix

high Demand
Here's how Unix is used in Customer Support Engineer jobs:
  • Provided high-level application support, including integrated UNIX and DOS/Windows based platforms.
  • Provided technical support for TAAM (Total Airspace and Airport Module) and Unix to TPG customers and TPG staff.
  • Provided second level Customer support for Network Management software on Unix, Windows 2000 and 2003 server.
  • Updated and modified installation shell scripts for smooth installation on all UNIX environments including MKS on NT.
  • Created an on-line, trouble-shooting look-up application using C programs, UNIX shell scripts and HTML files.
  • Supported an array of UNIX servers responsible for processing input/output data for hundreds of client applications.
  • Perform disk/memory upgrades on Windows and UNIX servers and install peripherals like tape drive and printers.
  • Identified and acquired distribution rights to key applications to help stimulate market for SCO UNIX.
  • Monitor System performance and fine tune for optimum performance on all UNIX and NT servers.
  • Installed, configured, and supported software on AS400, UNIX, and Windows.
  • Utilized AT&T Unix and Windows NT OS to manipulate functions and services.
  • Educated customers on the use and syntax of various UNIX commands and utilities.
  • Worked with Unix and Sun workstations for Switch testing and random call generation.
  • Trained customers on UNIX and Windows based Automated Optical Inspection systems.
  • Supported customers with large UNIX or Microsoft's Windows environments.
  • Installed and maintained various testing environments on UNIX and Windows.
  • Support and maintenance of NCR Unix based Tower system.
  • Load hard drives with SCOUNIX and customer specific applications.
  • Recreated problems in UNIX and Windows environments.
  • Created Unix scripts to help diagnose the voicemail systems, as well as software solutions for major bugs for large

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10. Routers

high Demand
Here's how Routers is used in Customer Support Engineer jobs:
  • Tasked as representative for Cisco Systems assisting customers configure and troubleshoot routers and switches.
  • Assisted in password recovery on switches and routers, troubleshooting network connectivity issues at Layer 2 and resolving router crash issues.
  • Collaborate with other teams to resolve issues with products that cross technologies such as Nexus switches, Routers, MDS.
  • Service, Support and maintenance of Motorola Routers (G.703 to V.35 interface converter), Leased Lines Network Maintenance.
  • Assist in installing, configuring, and maintaining network hardware and software - which include Cisco routers and switches.
  • Worked with many products including but not limited to: ASR Routers 1k, 901, 903.
  • Network connectivity between 2 different sites using Cisco routers and PIX firewall with leased line.
  • Provided on-site support for the MSIT Network Support to troubleshoot issues with switches and routers.
  • Worked on various modems and low end routers as part of the daily operations.
  • Configured access lists as a part of enhancing security on the customer edge routers.
  • Worked on Cisco Routers, Active /Passive Hubs, Switches and Juniper SRX firewall.
  • Upgraded code versions of Cisco routers, switches, CallManager, and Unity.
  • Identify issues with network devices such as routers, switches and voice gateways.
  • Configured Switches and Routers and code to meet Network Management software requirements.
  • Installed and configured Cisco Routers, hubs and networking for customers.
  • Performed support on network installations, switches and routers.
  • Configure, install and troubleshoot Cisco routers and switches.
  • Access Routers/switches thorough OOB devices.
  • Worked with the following devices: Cisco 2500, 3600, 4500.AS5200 and AS5300series routers.
  • Provide support for customers on routers, switches, firewalls, communication managers, access points and end devices (e.g.

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11. Desktop

high Demand
Here's how Desktop is used in Customer Support Engineer jobs:
  • Lead selection and configuration efforts to next generation desktop and laptop computing platforms.
  • Performed software and hardware upgrades and installations on desktops/laptops.
  • Developed VoiceObjects Applications using Desktop for Eclipse.
  • Administer desktop configurations and server mappings.
  • Installed, repaired and maintained servers, desktops, laptops, printers and FDIC peripherals at corporate and banking center sites.
  • Repair, Provision and image computers, setup/ Deploy desktops/ laptops, CAT5E/6 and RJ 11 cables, VOIP and PBX.
  • Provided direct support for over 500 large-format printers as well as indirect support of desktop- format printers through partner service technicians.
  • Acquire many certifications including CCNA R/S 2015; Windows 7 Enterprise Desktop Support Technician; Administering Office 365 for Small Businesses.
  • Provide support to all Network and factory systems, including NT/2000 servers and 95/2000 desktops, hubs, switches and routers.
  • Assist in the documentation of desktop and laptop computing environment and lead cross-training initiatives for IT Service Desk staff.
  • Develop testing procedures for changes proposed to the desktop configuration and coordinate testing for the desktop computing environment.
  • Provided hardware/software support for desktops/laptops, printers and IBM Point-of Sale for large retail accounts in Chicago area.
  • Assisted Branch Office Desktop Support to verify Server Outages and escalated to Tier 2 support for resolution.
  • Maintain desktop application, (Microsoft Office, Microsoft Outlook, Norton Anti-Virus 5, etc.)
  • Inventory consisted of servers, desktops, laptops, monitors, backup devices, and components.
  • Configure and provide instruction in the use of software applications on desktop computers for employees.
  • Provide imaging, setup, repair, maintenance and upgrade of company desktops and laptops.
  • Support & maintenance of desktops, Laptops, Stand-alone & Network printers and miscellaneous hardware peripherals
  • Used Microsoft Office Communicator to share customers desktop and assist in troubleshooting software issues.
  • Circuit Level analysis for Desktop PC, ATM and Easy Pay utility Payment Machine.

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12. Backup

high Demand
Here's how Backup is used in Customer Support Engineer jobs:
  • Support Installation, configuration, upgrades for new and existing database instances in complex implementations while assisting with non-standard database backups.
  • Provided enterprise-level technical support for backup appliance server product line.
  • Served as backup resource to data communications technicians.
  • Performed SQL/Oracle 10g/Oracle 11g Database administration, backups, and monitor available disk space to ensure sufficient space for regular operations.
  • Maintain production infrastructure, including both Primary and Backup data centers, as well as major internal production and development systems.
  • Coordinated the installation of IBM equipment in 13 Chicago area stores, including training IBM technicians to provide backup coverage.
  • Trained on and assigned as backup to maintain, repair and assist as needed in the G.E.
  • Worked with customers to assess their environment and make backup strategy recommendations that fit their business needs.
  • Performed system installations and upgrades, system-wide backup and restore, and responsive help desk/technical support.
  • Respond to email alerts generated from event logs, firewalls, and backups Accomplishments:.
  • Case tracking, license key admin, some Unix sysadmin and data backup.
  • Access FileZilla to transfer logs, manager backups, and clean files.
  • Dial on Demand, Dial Auto Backup was configured for redundancy.
  • Configure, troubleshooting and data backup MS outlook / Outlook Express.
  • Maintained regular backups and tuned the systems for better performance.
  • Perform systems backup and data recovery using VERITAS backup software.
  • Performed system imaging for roll-out and backup or retention purposes.
  • Assist Customers in setting up industry best practice backup strategies.
  • Provide backup support to other field engineers nationally.
  • Maintain daily and weekly backups and documentation.

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13. Setup

high Demand
Here's how Setup is used in Customer Support Engineer jobs:
  • Designed more simplified user-training materials for Law Enforcement customers decreasing customer confusion about basic setup and features of FTR software.
  • Gathered requirements for various stakeholders to create Business Requirements Document and Functional Requirement Document for the BPO Setup.
  • Used resources to check for known issues, ensure proper setup and function of software.
  • Installed setup and programmed semiconductor test equipment in new start- up fab at GlobalFoundries.
  • Hosted Environment with Exchange 2010SP2 We have successfully setup email hosting using Exchange 2k10SP2.
  • Review configured systems for unsupported setups which would cause the system/application to fail.
  • Worked with application teams and end-users to customize install scripts and setup instructions.
  • Assisted in the setup of test platforms for QA and beta testing.
  • Conducted inbound and outbound small parcel staging area setup/redesign for UPS clientele.
  • Performed site customization and setup of automated procedures and shell scripts.
  • Walked through the complete setup/installation of product with external clients.
  • Assisted with the setup of the CCIE SNA/IP lab.
  • Complete understanding of LAN setup and configurations Oracle database installation and administration.
  • Worked with vendors, i.e., Black Box, Verizon and CBS, to setup line side T1s and LAN connections.
  • Provided extra support to the Implantations Team in initial system setups used for training staff members.
  • Front office setup Customer support Ericsson GSM Core nodes
  • Update development systems and setup cronjobs for testing.
  • Installed and setup SAP R/3 GUIs, performed backup & restore of DB2, Oracle and Sybase Databases.

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14. SQL

high Demand
Here's how SQL is used in Customer Support Engineer jobs:
  • Write SQL queries to pull data, query and update databases for customer support, research, and daily operations.
  • Served as subject matter expert for customer schema, data and SQL problems, and knowledge base solutions.
  • Assisted customer in configuration of SQL, SNMP device polling parameters, probe installation, and web reporting.
  • Worked with DB2 SQL to run reports, analyze data, and trouble shoot banking issues.
  • Developed basic scripts for SQL Server and Oracle to aid in remediation or troubleshooting of issues.
  • Focused on data related issues, using SQL Server, Oracle, PostreSQL, and MySQL.
  • Presented weekly reports for call tracking metrics to management via shell scripting and SQL.
  • Created, monitored, and maintained tables in SQL databases for uses of applications.
  • Supplied weekly lab results and training reports using SQL and Microsoft Office software.
  • Generated SQL scripts to be used for an intranet Operation Data website.
  • Deploy new environments running on Windows IIS, ASP.net and SQL.
  • Repair and rebuild corrupt SQL databases to secure medical exams.
  • Queried back-end time-series data and configuration tables with SQL.
  • Maintain databases and run queries in SQL 2000.
  • Utilized SQL queries to determine integrity of databases.
  • Worked within Windows registry and SQL databases.
  • Report generation, Crystal Reports/MS-SQL.
  • Maintain data in SQL database.
  • Upgrade the database from MSDE to SQL 2008 express.
  • Trained in M and M/SQL.

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15. Tcp/Ip

average Demand
Here's how Tcp/Ip is used in Customer Support Engineer jobs:
  • Assisted customers with Microsoft Networking and TCP/IP configuration and troubleshooting.
  • Experience in configuring, testing and troubleshooting IIS, Exchange Server, TCP/IP and PPP environment.
  • Exchange Server, NT Server, NT Workstation, TCP/IP setup, configuration and troubleshooting.
  • Performed both network connectivity (TCP/IP, IPX/SPX) and rack mounted hardware troubleshooting.
  • Worked with clients to resolve SNA and TCP/IP networking software configuration issues in Europe.
  • Performed both network connectivity and router troubleshooting (TCP/IP, IPX/SPX).
  • Required TCP/IP expertise, as well as knowledge of CDPD protocols.
  • Provided tier-2 level support on TCP/IP and network support.
  • Maintained full product line that supported SONET, ATM, TDM, Frame Relay, and TCP/IP.
  • Network skills (TCP/IP and SMB protocols, routing).
  • Connected clients-MSDOS, Windows 3.11, Windows- 95 and Windows workstations using TCP/IP, Netbeui and Nwlink

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16. Internet

average Demand
Here's how Internet is used in Customer Support Engineer jobs:
  • Configured software to connect to internet application servers.
  • Configured Modems for Internet connectivity.
  • Supported MS Internet Explorer and the whole package that come with it, such as Outlook Express, NetMeeting and more.
  • Configured end-user computers, tablets, and smart phones to access the organization's LAN, and Internet.
  • Supported internet system on a segment of network systems, maintained network hardware, and network availability.
  • Level I/II, troubleshoot issues on Firefox, Internet Explorer, Safari, Chrome & Opera.
  • Implemented Internet access using MS proxy Server for nodes running Internet Explorer and Netscape Navigator.
  • Monitored and maintained large scale internet networks including wireless and Voice Over Internet Protocol networks.
  • Implemented and supported T1 connection to the Internet including NetScreen VPN and SEIL router.
  • Provided Help Desk customer call support, including dial up or Internet remote access.
  • Attend phone calls of customers regarding interruption of internet connection.
  • Analyzed Internet Connectivity (Proxy Settings) for each user.
  • Provide technical assistance to clients via phone or internet.
  • Resolved Voice over Internet Protocol (VoIP) issues.
  • Provided 3rd tier support for commercial Internet customers.
  • Provided technical support for internet products, PSINet services, and common internet applications.
  • Level 3 is the final escalation point for all Nortel Networking/Internet access issues.
  • Perform onsite trouble shooting of computers, internet, peripherals etc.
  • Provision of Internet Access and Management of Web marshal Analysis of Security Alerts and Implementation of Recommendations Third-party middleware and database software
  • Contributed to internal training materials for internet products, PSINet services, and commoninternet applications.

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17. Linux

average Demand
Here's how Linux is used in Customer Support Engineer jobs:
  • Perform Windows server 2000/2003, UNIX, Linux Red Hat, Linux CentOs, Virtual Server, Installation and Administration.
  • Stayed current in certifications in this industry (CompTia A+, Server +, Network +and Linux+).
  • Worked on creating user accounts, user administration, local and global groups on Linux platform.
  • Supported DP across multiple platforms (HPUX, Macintosh OS, Linux and Windows).
  • Supported Windows, Unix, Linux, HP UX, and VMS operating systems installations.
  • Document and troubleshoot complex issues with telephony system, WAN/LAN, Windows/Linux and propriety software.
  • Configured and managed Cisco 2950 Switches, Windows 2008, and Linux Servers.
  • Utilized my experience with Linux, Unix and MS Windows System Administration.
  • Gained proficiency in various Linux distributions in both server and client deployments.
  • Provided Tier 2 technical customer support on HP servers running Linux/Windows OS.
  • Reset password for software using Linux command line.
  • Provided 24x7 on-call/Remote Support for Linux Production Problems.
  • Worked on different Linux platforms and mail servers.
  • Deployed VoiceObjects Server in Windows and Linux environments.
  • Managed installation, Configuration and middle level administration of Linux serverBilingual communication: English and Hindi
  • Administered, optimized, and supported Windows and virtualized environments on Linux platform.
  • Preform bear metal backup and file recovery using Unitrends UBE tools by using Linux command line interface.
  • Resolved customer system performance issues and drive failures in Linux, VMWare and Windows environments.
  • Helped build TimeSys LinuxLink, a Web-based developer portal based on Zope and Python.
  • Provided the frontline support for over 300+ production servers running on Linux.

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18. OS

average Demand
Here's how OS is used in Customer Support Engineer jobs:
  • Collaborated with university colleagues to develop and maintain subscription-based software service which allowed users to bypass restrictions imposed by network firewalls.
  • Started ArcoStream with limited capital resources by securing a relationship with Microsoft and reinvesting revenues received to purchase servers and computer.
  • Provided hardware support across a variety of platforms and equipment to maintain customer productivity and improve customer satisfaction.
  • Compose reports and presentations to customers on yield information, failure analysis and new product qualification updates.
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, maintained equipment inventory lists.
  • Worked across various organizational levels which led to reduced service activation times and higher customer satisfaction.
  • Guide facilities engineers in casinos experiencing power distribution /grounding problems to possible solutions to their problems.
  • Diagnose computer problems and determined appropriate course of action, provided complete follow-through to successful resolution.
  • Prepared and delivered technical presentations that explain products or services to customers and prospective customers.
  • Optimized parts inventory by closely monitoring distribution, usage and stocking trends for assigned products.
  • Post production release verify the implementation of bugs/enhancements, update the service requests accordingly.
  • Recognized issues that required immediate attention and provided positive solutions for improvement.
  • Served in series of customer-oriented, technical positions of steadily increasing responsibility.
  • Analyzed network operations performance and proposed operations improvements opportunities to upper management.
  • Submitted numerous technical and documentation defects to engineering to foster product improvement.
  • Supported costumers troubleshooting and repairing network connectivity, network access connectivity issues.
  • Developed a strong relationship with the customer to improve competitive position.
  • Performed remote diagnostics from a Customer Support Center facilitating problem identification.
  • Design, development and manufacturing leadership roles in cross-departmental projects.
  • Diagnosed complex connectivity issues across multiple networks in different countries.

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19. Network Printers

average Demand
Here's how Network Printers is used in Customer Support Engineer jobs:
  • Maintain network cables, Switch, Hubs, Network Printers and Scanners.
  • Install, manage and maintain network printers, and print servers.
  • Design and implemented network infrastructure and configured all the network Infrastructure devices including Network Printers and Registers
  • Configured outlook profiles and installed network printers to ensure functioning work environment.
  • Design and implemented network infrastructure and configured the entire network Infrastructure devices including Network Printers and Register.
  • Configured network printers and a/v equipment to maintain user stability.

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20. Preventative Maintenance

average Demand
Here's how Preventative Maintenance is used in Customer Support Engineer jobs:
  • Work with maintenance team to develop standard preventative maintenance procedures, operating procedures and enhancements to optimize system's performance.
  • Ensured good customer satisfaction by advising customers on daily preventative maintenance and configurations which may impact product performance.
  • Maintained and conducted scheduled and unscheduled preventative maintenance on various ASML lithography steppers and scanners.
  • Performed regular preventative maintenance, including replacing any consumable items and running performance tests.
  • Administered a hardware and software preventative maintenance program for voice communications infrastructure.
  • Helped initiate a preventative maintenance program on semiconductor equipment for Texas Instruments.
  • Performed preventative maintenance, diagnostics, and repairs on prenatal screening laboratory instrumentation
  • Provide corrective and preventative maintenance for all Tandem mainframe computer systems.
  • Complete Preventative Maintenance events of tools as per customer qualifications.
  • Performed preventative maintenance on a scheduled basis.
  • Scheduled service and preventative maintenance calls with customers
  • Promote service contracts and preventative maintenance.
  • Trained international customer service team and customers on software, instrument operation, preventative maintenance, and repair.
  • Go out on field services visits to install replacement parts and perform preventative maintenance on SupplyPro devices.
  • Trained customers and internal engineers proper preventative maintenance and repair of ASML steppers.
  • Maintain and optimize cutting edge photolithography equipment on a daily basis to enhance functionality and for preventative maintenance.
  • Performed on-site installation, preventative maintenance and repairs on complete range of endoscopy equipments.
  • Perform routine preventative maintenance on Influx flow cytometer systems.
  • Coordinate customer technical support activities for startup, preventative maintenance, spare parts, and trouble calls for Wal-Mart projects.
  • Performed monthly IPT and LAN/WAN assessments for preventative maintenance; remediated.

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21. Hardware Issues

average Demand
Here's how Hardware Issues is used in Customer Support Engineer jobs:
  • Support users at 1st, 2nd and 3rd level IT for software/hardware issues.
  • Provide solutions for hardware issues for servers like Dell, IBM.
  • Provided Technical Support and Field Service on escalated hardware issues.
  • Monitored, identifies, diagnoses, and resolves hardware issues.
  • Handled all software or hardware issues pre- and post- installation.
  • Presented reports to superiors weekly outlining outstanding or potential technical/hardware issues, attendance levels, and customer satisfaction.

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22. Voip

average Demand
Here's how Voip is used in Customer Support Engineer jobs:
  • Supported VoIP embedded software products to domestic and international customers.
  • Designed and facilitated VoIP boot camp repeatedly.
  • Submit and lead Change Requests to repair hardware failures or make changes in the network infrastructure to resolve break/fix VOIP issues.
  • Ensured that the VoIP features such as call transfer, conference call and message waiting all worked properly before signing off.
  • Supported customer systems, VoIP Networks, user phone issues/programming, call routing (SIP/H323), and problem management.
  • Join vendor bridges to troubleshoot issues that cause loss of Cisco VOIP services on a Severity 2 impact level.
  • Deployed Prophecy Platform (100% standards-based platform for speech, IVR, VRU and SIP VoIP applications).
  • Provided customer support for new and existing VoIP business clients via phone calls, emails and trouble tickets.
  • Fielded up to 10 calls per day; assisted with configuring equipment including VoIP and data networking applications.
  • Identified, isolating, and correcting configuration problems with issues related to company's clients VOIP environment.
  • Piloted a new VOIP telephone system that streamlined the release process for Cisco's customers.
  • Perform deep analysis of VOIP issues reported by customers in order to provide root cause.
  • Identified defects in Cisco VOIP products and teamed with developers to fix bugs filed.
  • Developed and Managed 24/7 customer service department implementing email, phone and VoIP.
  • Managed deployment of Wireless VOIP Telecommunication systems for over 200 Lowe's stores.
  • Provide technical phone support to Cedar Point Communications Safari C3 VOIP Switch customers.
  • Worked and resolved networking issues (LAN/WAN) along with VoIP problems.
  • Managed multiple VoIP clients and servers, including deployment of Asterisk.
  • Solve VoIP issues and find a solution before 72 hours.
  • Assisted customers in troubleshooting VoIP problems to root cause.

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23. Active Directory

average Demand
Here's how Active Directory is used in Customer Support Engineer jobs:
  • Maintained Active Directory for enterprise wide security system to provide access for guards and security officials.
  • Managed and supported Active Directory.
  • Maintain the stability of all W2K8 active directory servers, application servers, core systems support, Systems Disaster recovery plans.
  • Assist in large scale system roll out and targeted distributions of software using Microsoft SMS 2003 or Active Directory Software deployment.
  • Worked with Active Directory user rights, locking down PC's, Creating/Editing new and existing user accounts.
  • Managed costumers profiles through Active Directory/Exchange (New User, Delete, and Modify).
  • Create and troubleshoot user account on Active directory window server 2008 and 2012.
  • Managed user accounts through Client's proprietary Active Directory.
  • Tested and configured group policy settings on Active Directory.
  • Manage application distribution, patch management, Active Directory administration, and anti-malware software delivery.
  • Create new users within Active Directory as well as unlocking, and resetting userspasswords.
  • Worked with and maintained a Windows 2000 server and Active Directory network.
  • Account rollouts in Active Directory.
  • Exchange, Active Directory, and SharePoint scripting via Powershell 2.0 and VBScript.

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24. Customer Sites

average Demand
Here's how Customer Sites is used in Customer Support Engineer jobs:
  • Perform site evaluation of customer sites for new / upgraded equipment installation and configuration.
  • Installed and optimized HW/SW/Networking product and configured at customer sites.
  • Completed equipment installations at international and domestic customer sites.
  • Coordinated failure analysis and repair at customer sites.
  • Coordinate dispatching of Third Party Maintenance (TPM) providers to perform remedial, upgrade and installations at customer sites.
  • Managed and assisted, where necessary, with system installations, upgrades, and service activities at customer sites.
  • Commission, integration, and acceptance testing MME, TAS, MSS, and MGW at customer sites.
  • Sole technical support personnel for all the installed tools at customer sites during my scheduled shift.
  • Traveled to customer sites when remote resolution was not possible for troubleshooting and upgrading of equipment.
  • Configured RFIDEAS Reader's and created scripts for customer sites to utilize a specific badge format.
  • Provide expertise and reliability in installation and maintenance of ASML systems and equipment across customer sites.
  • Draft comprehensive statements of work for use by Level III engineers at remote customer sites.
  • Repaired tools to system, module, board or component level at customer sites.
  • Installed, repaired, maintained and supported systems in-house and at customer sites.
  • Handle the maintenance and install of the semiconductor lithography systems at customer sites.
  • Performed on-site troubleshooting of installed HVAC equipment at local customer sites.
  • Visited customer sites to ensure complete and timely issue resolution.
  • Work at customer sites with little supervision.
  • Installed, maintained and repaired equipment at customer sites Trained customer on-site technicians and management for equipment maintenance and operation.
  • Traveled to multiple customer sites throughout the US to install, repair and maintain semiconductor tools including Cymer 5600 lasers.

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25. TAC

average Demand
Here's how TAC is used in Customer Support Engineer jobs:
  • Lead contact in dispatching technicians according to priority level and geographical location.
  • Facilitated training and mentoring to new customer contact agents
  • Field Service on Aspect Contact Center Telecommunications Systems
  • Responded to client inquiries and issues generated by Cisco's Unified Contact Center Enterprise (UCCE) core product base.
  • Promoted and solicit ideas within TAC team(s) and work effectively to provide guidance to other members.
  • Single point of contact for all Cisco WAN Manager test issues, driving to resolution with developers.
  • Assisted with customer Call Center vector programming, custom reports supporting customers 24x7 Field Support contact center.
  • Second and third tier troubleshooting of network equipment failures and first point of contact for break/fix issues.
  • Tested switch by individual shelf as well as in a stacked configuration, tested all associated cabling.
  • Provided on site training for the new TAC Firewall team in Bangalore, India.
  • Single point of contact for all backup reporting support issues facing Fortune 100 corporations.
  • Mentored to new engineers on Routing Protocol TAC Team to facilitate quicker turn up.
  • Worked as a Routing Protocols Engineer in TAC, helping and resolving customer problems.
  • Assisted TAC management to ensure the work team met standards and service level agreements.
  • Serve as primary point of contact for more than 20 high priority contract clients.
  • Served as customer point of contact for all ASML technical equipment and process issues.
  • Provided technical support to customers and other TAC engineers in the WAN technologies.
  • Reproduced the customer issues in TAC lab and file defects, if required.
  • Provide performance analysis (via debugs, decode stack trace & crashes).
  • Trained and mentored junior Team members on TAC processes and Unified Computing troubleshooting.

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26. Trouble Tickets

average Demand
Here's how Trouble Tickets is used in Customer Support Engineer jobs:
  • Reduced number of trouble tickets 50% by conducting end user training at each site.
  • Worked on trouble tickets regarding data collection issues on collectors or network audit reports.
  • Tracked and monitored trouble tickets as well as incoming customer requests via email.
  • Used Service Now to track and record all trouble tickets and issues.
  • Filed Trouble Tickets for Tier 3 for scripting and other issues.
  • Worked from a home office answering trouble tickets for HP products.
  • Create, monitor and close trouble tickets in two ticketing systems.
  • Handle Tier 1 and lower level tier 2 trouble tickets.
  • Responded to and tracked customer and local IT trouble tickets via Clientele system.

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27. VPN

average Demand
Here's how VPN is used in Customer Support Engineer jobs:
  • Worked as part of a high volume Network Management Center providing Tier II technical support on Cisco WAN/LAN and VPN platforms.
  • Supported Microsoft Office, analyzed and resolved connectivity issues - LAN, VPN, and Wireless.
  • Provided customer support for networking products including remote access and VPN.
  • Assisted with the installation of VPN remote access to a financial institution
  • Maintained Clarity Firewall policies, which includes access-list and VPN updates.
  • Supported Security products Firewall, VPN, Traffic Shaping.
  • Deploy and troubleshoot VPN, LAN, WAN, wireless and voice networks.
  • Provided remote training utilizing collaboration technology like Webex for global front line VPN support teams.
  • Utilized VPN technologies to support remote locations as well as onsite support for local customers.

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28. Netware

average Demand
Here's how Netware is used in Customer Support Engineer jobs:
  • Supported Novell NetWare and standalone hardware installations for various clients, vendor identification.
  • Migrated the whole company to new operating systems from Novell netware4.0 to Windows NT 4.0..
  • Operated on a Netware 4.11/NT 4.0 network with over 4,500 local and remote users.
  • Administered Novell Netware for entire hospital.
  • Manage user and group accounts on Windows NT, Windows 2000 Active Directory, Novell NetWare NDS and E-Mail Servers.
  • Installed Novell NetWare 3.x, and 4.11 implementing connectivity between Various Microsoft desktop operating systems with Novell NetWare.
  • Administered Novell Netware 5.0 servers by creating, deleting and modifying user and group objects.
  • Supported the client's network requirements for their BANYAN VINES and Novell Netware installation.
  • Supported WANG systems along with Netware servers Provided on site support
  • Designed and installed Novell Netware Directory Services for SBI branches.
  • Assisted in migrating the clients from Netware 3.12 to Netware 4.11 Improved customer relationship with IT Department

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29. Problem Resolution

average Demand
Here's how Problem Resolution is used in Customer Support Engineer jobs:
  • Performed problem resolution and debugging by diagnosing, troubleshooting, and resolving software/hardware issues encountered by customers.
  • Followed up to ensure that all problem resolutions were complete resulting in increased customer satisfaction ratings.
  • Coordinated mentoring program for information gathering and problem resolutions for each site of Deployment.
  • Provided thorough technical support for Network Storage Systems and problem resolution for customers.
  • Prime interface for problem resolution regarding customer equipment issues and software updates.
  • Performed Printer hardware installations, configurations, troubleshooting and problem resolution.
  • Provided on-site technical support during software loads and tracked problem resolutions.
  • Provided high level problem resolution for audio conferencing bridge equipment.
  • Maintained problem status and problem resolution records.
  • Provided thorough support and problem resolution for customers, and maintained composure and patience in the face of difficult customer situations.
  • Coordinated with the Tier III (Product Development) support team in software enhancements, and also in problem resolutions.
  • Provided lead and direction for Company problem resolution between the Customer assembly plant and our manufacturing site in Juarez.
  • Provide complex level systems, product training and mentoring other CSE's and assist in problem resolution where required.
  • Provide technical information, application support including ArcGIS, and problem resolution for PC hardware and Tablet PC O/S.
  • Served as the highest level of escalation and focal point for critical account network problem resolution.
  • Generate reports and other documentation to support problem resolution to issues for problems and billing.
  • Follow up with co-worker and other staff to ensure problem resolution to customer satisfaction.
  • Worked with company management to improve support response times and problem resolutions.
  • Act as a focal point for AT&T network problem resolution.
  • Consult with all messaging groups for customer problem resolution.

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30. IOS

low Demand
Here's how IOS is used in Customer Support Engineer jobs:
  • Recreated network scenarios in lab and/or network simulator for effective troubleshooting and root cause analysis.
  • Recreate Customer's complex design or network scenarios in the lab to verify that the hardware/software is working as expected.
  • Researched IOS and software bugs working directly with Cisco development engineers when necessary to test and resolve them.
  • Achieved customer excellence by utilizing top tier VPN skills on ASA, IOS, and IOS XE platforms.
  • Provided leadership and held management roles and responsibilities for Cisco's router and IOS architecture technical support team.
  • Identified various IOS related bugs based on appropriate release notes, past history and testing results.
  • Assisted in the photo kiosk printing of photos, posters, cards, and special items.
  • Identified new bugs on IOS and reported to the development team based on lab recreates.
  • Identify Cisco IOS bugs in certain set of software code and suggest an IOS upgrade.
  • Provided Routing protocol support to all Cisco on IOS, IOS-XE and NX-OS operating systems.
  • Provided technical support via phone and e-mail to customers for router and IOS architecture issues.
  • Establish layer 2 and layer 3 connectivity and load appropriate IOS images when required.
  • Supported WLAN, 802.11 data rates, replicated customer network scenarios and network problems
  • Designed and executed lab recreates to test and isolate issues with IOS software.
  • Diagnose Cisco hardware platforms and IOS software problems to determine the customer fix.
  • Assist Customers to migrate Routing protocol configuration from Cisco IOS to NX-OS.
  • Installed and configured BIOS/UEFI and ran diagnostics.
  • Upgrade IOS versions and endpoint firmware.
  • Supported the IOS upgrades on different platforms such as Cisco 7200 VXR, 6500 and 7600 series.
  • Configured Apache web server and MySQL database to administer and display graphically Nagios/NetSaint monitoring data.

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31. Solaris

low Demand
Here's how Solaris is used in Customer Support Engineer jobs:
  • Involved in testing of ISAM7302/ISAM 7330 & GPON, SOLARIS Server installation etc.
  • Managed and maintained over 100 CentOS, Solaris, Red Hat and Windows servers running Storehouse software.
  • Supported Ada 95 and Ada 83 compilers on Windows 95/98 and NT, and Sun/Solaris platforms.
  • Maintained over 50 local test servers running CentOS, Red Hat and Solaris.
  • Install and configure Solaris servers and CBOT ACE securities trading software.
  • Provide Solaris System Administrative tasks for internal and external clients.
  • Job Profile: Installing and configuration of Solaris 8 and 9.
  • Upgrade of Highly Critical Solaris-based Production Platforms (HLRi).
  • Sun Telco systems, Solaris Version 2.8, 2.9 and 10.

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32. DNS

low Demand
Here's how DNS is used in Customer Support Engineer jobs:
  • Resolved DNS, web hosting and mail problems.
  • Update and Support DNS client related issues.
  • Provide various ISP services like DNS, DHCP, proxy, DAVIC and CMTS devices (DOCSIS 3.0).
  • Provided Tier 3 product support of the GCDN, DNS and mail systems.
  • Configure and manage the AD DNS and DHCP services.
  • Implemented Active Directory with 7 Organization Units (OUs), DNS/ DHCP servers on Windows 2000 Advance server.
  • Network Security: NAT, PAT, ACL's, Failover, DNS Doctoring and Content Filtering.
  • Worked as Resident engineer to support DNSB bank built on Novell SFT3 platform

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33. SAN

low Demand
Here's how SAN is used in Customer Support Engineer jobs:
  • Saved customers tens of thousands of dollars annually via construction of automated email correspondence strategy.
  • Issue connection reconnaissance techniques to different node/core level devices world-wide.
  • Supported Brocade/Cisco zoning and SAN switches/directors.
  • Assisted coordinating a cross-functional team responsible for developing and releasing the Cisco StorageArea Networking (SAN) CCIE certification track.
  • Test the fix provided by the software development team in the lab before providing to the customer for sanity checking.
  • Installed, maintained and serviced EMC Data servers with EMC HW and SW products in San Jose area.
  • Supported the SAN team for storage expansion, with the NEXSAN support systems and managing HDD appliance.
  • Developed RF path solutions that save 100 s of thousands of dollars over product support life.
  • Trained sales and support staff on security policies in San Francisco, Austin, and Dublin.
  • Provided direct patches once a month after sanity tests for showstopper issues.
  • Experience Sanity, GUI, Functional, System and Regression Testing.
  • Configure new SAN, NAS in server level.
  • Installed, and maintained a SAN (EMC Clarion CX400) with Windows 2000 server.
  • Prepared and developed instructional guidelines for HP SAN fibre switches.
  • Lead site engineer responsible for all aspects of laser system uptime and customer satisfaction at DuPont Photomask in Santa Clara.
  • United States Marine Corps MCAS Miramar, San Diego, CA MCAS Futenma, Okinawa, Japan
  • Edit DICOM images using Sante Dicom editor.

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34. Technical Assistance

low Demand
Here's how Technical Assistance is used in Customer Support Engineer jobs:
  • Provided technical assistance for escalated problems, assisted sales personnel during software presentations and provided on-site customer support.
  • Rendered troubleshooting expertise and technical assistance to clients.
  • Provided consultation and technical assistance to clients.
  • Performed technical assistance over the phone to assist customers in being able to repair their equipment without needing a service call.
  • Collaborated with other Technical Assistance Center (TAC) teams and IOS Development Engineers to diagnose and troubleshoot IOS defects.
  • Coordinated the activities of 11 technical solution team engineers in a 24/7 Technical Assistance Center (Tier 2).
  • Provide initial technical assistance to customers and prospects, and coordinate customer technical staff and Oracle's resources.
  • Provide guidance and technical assistance to installation engineers at customer sites during install or dismantle of equipment.
  • Handled customer satisfaction and escalation issues for Cisco's Technical Assistance Center (TAC).
  • Provided and coordinated technical assistance and training to online faculty and staff.
  • Provided technical assistance with sales staff, and marketing team.
  • Managed the Technical Assistance Center lab for customer problem replication.
  • Provided advanced technical assistance to issues directed from Clients and several Voice and Data Service Providers.
  • Provided technical assistances on NMS, LAN Switching, and Security products.
  • Provide technical assistance to Calabrio customers and Calabrio partners for all Quality Management, Workforce Management and Analytics call recording platform.

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35. Vmware

low Demand
Here's how Vmware is used in Customer Support Engineer jobs:
  • Increased cost effectiveness by facilitating and through utilization of VMware to maximize infrastructure efficiency and server consolidation.
  • Set up virtual environments using VMware player in Windows Server 2008 R2 and CentOS 6.8 environments to test solutions.
  • Assisted customers with VMware networking issues, Cisco and Brocade zoning as well as performance tweaks.
  • Collaborate with vendors; VMware, Microsoft, EMC to quickly identify issues for efficient resolution.
  • Established and maintained support lab systems consisting of both physical and VMware servers.
  • Used to Install of ESX servers and maintaining VMware infrastructure customers.
  • Installed and tested VMWare and Microsoft Virtualization software for use in development testing environment.
  • Collected and analyzed technical support logs within Vblock converged infrastructure, UCS show tech support logs and VMware support log bundles.
  • Aided in the building of Lenovo lab top servers and administered the virtual environment and installed VMware tools.
  • Focus on Virtualization (VMWare) with OVAs for Prime Infrastructure, Wireless, UCS and Data Center.

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36. Management System

low Demand
Here's how Management System is used in Customer Support Engineer jobs:
  • Received worldwide shipment detail, processed shipment information using the Field Management System.
  • Experienced with ITSM ticketing management system while assuring S.L.A.
  • Support a web based knowledge management system.
  • Demonstrated experience using Remedy, IPCenter and similar service desk management system to generate and track incidents.
  • Participated actively in full lifecycle development of Sales Management System (SMS) providing training and support for the users.
  • Supported an enterprise software application for Department of the Navy ( DoN) users for world-view web-enabled readiness management systems.
  • Utilize the Agfa Healthcare Service Management System to report service interventions.

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37. SLA

low Demand
Here's how SLA is used in Customer Support Engineer jobs:
  • Managed the day- to-day operations for the district, which included Long Island, Brooklyn, Queens and the Bronx.
  • Perform data recoveries and data transfers via custom batch-scripts, Windows Easy Transfer, drive slaving, and WinPE.
  • Respond to customer incident requests within the 4 hour SLA via phone or email seeking incident resolution.
  • Performed routine tests on each version and patch that was slated for release.
  • Ensured high customer satisfaction by providing first time phone fix within SLA's.
  • Adhere to SLA (service level agreement) of anywhere from 4-24hrs.
  • Resolve the majority of issue in under the 15 minute SLA.
  • Contracted to support users at New Jersey Office of Legislative Services.
  • Interfaced with Tesla's Supervisors, Engineers, Planners etc.
  • Reviewed MRB/RMA material with Tesla and coordinated disposition as needed.
  • Escalate problems appropriately to ensure that SLA criteria are met.
  • Translated the technical support manual from English into Chinese.
  • Generate monthly SLA metrics and customer usage reports.
  • Implemented engineering work orders and translation change notices.
  • Translated team goals into own work assignment.
  • Provide problem identification and resolution, adhering to customer SLAs.
  • Helped define and implement customer facing and internal Service Level Agreements (SLA) for CDNetworks.
  • Updated and resolved open issues within the support SLA (service level agreement) timeline.
  • Provided onsite support according to the agreed SLA (Service Level Agreement) with customers.
  • Maintained Service Level Agreements (SLAs) 100% of the time.

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38. Avaya

low Demand
Here's how Avaya is used in Customer Support Engineer jobs:
  • Assisted in the implementation of the Avaya VoIP PBX platform at the Co-lo AT&T Tier 4 Data Center.
  • Helped customers to configure their Avaya (Contact Center) platform to communicate with our CXP Server application platform.
  • Served as the project management technical lead for Avaya's most critical high profile implementation and migration projects.
  • Utilize the Matrix ticketing system in a CNOC environment to provide support to Avaya Managed Services customers.
  • Resolved issues related to CTI software, including Aspect Contact Source, Avaya TSAPI, and CT-Connect/CT-Monitor.
  • Received CCNA, Network Plus certification, and recognized as Avaya Certified Associate.
  • Answered inbound calls via Avaya IP telephony system.
  • Provide support for, Microsoft Server, MS SQL, Avaya, Cisco, Genesys Contact Center Applications.
  • Worked telephone call center support to resolve operational issues with Avaya's Predictive Dialer.
  • Supported 50+ contact centers utilizing the Click2Coach software suite with Aspect, Avaya, Cisco, and Nortel PBX integrations.
  • Experience with configuration of PGs with multiple ACD vendors such as Avaya, Nortel, and Aspect.
  • Manage logistics for Nortel to Avaya transition from Richardson, TX lab facility to Coppell, TX.
  • Job Responsibilities: ACD: S8700.S8500 Media server, Definity G3r, G3si and prologix from Avaya.

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39. Customer Training

low Demand
Here's how Customer Training is used in Customer Support Engineer jobs:
  • Conducted customer training on equipment operation and maintenance responsibilities.
  • Developed and presented customer training.
  • Provided customer training on Cisco IP phones, reset Cisco Unity passwords, and changed phone configurations wen needed.
  • Designed and conducted operator and customer training classes in-house and on-site.
  • Performed upgrades, retrofits, and continuing customer training.
  • Installed new systems and performed customer training.
  • Promoted to Senior Customer Training Engineer.
  • Tool installation and customer training.
  • Provided customer training, Operation Familiarization Training for vps/is and MPS systems.
  • Authored customer training presentations for integration of XMM6xxx and 2xxx chipset's Universal Terminal APIs and Customer AT command sets.

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40. CRM

low Demand
Here's how CRM is used in Customer Support Engineer jobs:
  • Utilized Microsoft Dynamics CRM as a ticketing system in creating cases when customers call in with technical issues.
  • Monitor all assigned cases for customer support team and update all activities via Microsoft CRM system.
  • Hosted the requirement analysis and function design of Company's CRM system development.
  • Assist in installation and configuration of Microsoft CRM.
  • Provided input for key changes the internal CRM.
  • Deliver CRM skills for customer satisfaction and retention.
  • Use Microsoft CRM following ITIL standards.
  • Record time in CRM database.
  • Managed, handled, and escalated cases to timely closures using a leading CRM software (Salesforce).
  • Created, updated, followed-up Case on Heat CRM ticket tracking System.
  • Provided CRM for external clients to view their on-going accounts.
  • Ticket management via Salesforce CRM.

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41. Level Support

low Demand
Here's how Level Support is used in Customer Support Engineer jobs:
  • Defined and documented troubleshooting procedures for first level support team.
  • Performed senior level support and system testing of Cisco products, including field release of EIGRP.
  • Provided guidance and Tier II level support for globally managed GSM BSC help desk organizations.
  • Provided first level support in recommending and troubleshooting hardware and software supporting SAP Business One.
  • Coordinate requests and delivery of 3rd level support.
  • Provide admin level support to users.
  • Identified bugs, opened cases in Scopus tracking system and escalated cases as needed to second level support.
  • Trained Unisys Engineers on site to perform first and second level support for NAS/SAN Gateway.

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42. QA

low Demand
Here's how QA is used in Customer Support Engineer jobs:
  • Coordinated QA verification tasks with product development teams for staging and production environment changes.
  • Test and recommend new products on IPTV systems, record data on external QA databases and assist on final purchase decisions.
  • Monitor daily reports from Field Service Reps (FSR) and collect/analyze Quick Access Recorder (QAR) and Production data.
  • Worked as QA and MFG engineer during product ramp, training new hires on product functionality and bug validation.
  • Served as Team Leader for multiple QA Projects for new features being incorporated into our software with on-time deliveries.
  • Work closely with QA and Development Engineering to resolve customer issues, reproduce problems and submit bugs to engineering.
  • Coordinated problems with Sustaining Engineers, tested new software patches and performed QA testing for new releases.
  • Managed and identified QA problems in tickets for other operations (SA, NE) staff.
  • Supported development and QA groups in setting up test environments and testing and evaluating new releases.
  • Coordinated with the QA Manager to ensure all aspects of products were tested.
  • Interfaced with software engineers, QA, marketing, sales, and management.
  • Assisted in implementation of standard QA processes after initial R&D phase.
  • Conducted QA, performance, and latency tests to enhance customer satisfaction.
  • Helped company save $250K/year by designing and implementing new QA processes.
  • Provide QA software and firmware testing prior to field release.
  • Assisted QA team on an as needed basis.
  • Focused on safety of flight and QA responsibilities.
  • Open complaints following company QA/RA instructions.
  • Increased product supportability by participating in testing of new software and hardware releases to SQA organization using support expertise.
  • Configured and deployed Oracle Enterprise Manager 12c/11g for different environments like Staging, QA, Dev and Testing.

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43. Mac

low Demand
Here's how Mac is used in Customer Support Engineer jobs:
  • Installed customer and/or Aperture services files required to reproduce incident reports as necessary on virtual machines.
  • Provided customer hardware and software support for pharmaceutical automation for hospital and retail environments.
  • Supervised the building and testing of manufacturing equipment specifically for the pharmaceutical industry.
  • Calibrated all associated instrumentation and controls for each specific machine.
  • Provided on-site training for machine operators and maintenance personnel.
  • Monitored machines remotely and generated support schedules 2.
  • Test computers for Y2K compliance, Optimize & setup new machines Provide solutions to customers regarding computer hardware and software needs.
  • Support component placement, glue and wave soldering machines along with core applications of software from product conception to production.
  • Evaluate critical aspects of design changes and implement preventive maintenance to reduce the amount of down time on lithography machines.
  • Perform on-site hospital training for the digital x-ray machine, image reviewing software and overall work flow for hospitals.
  • Performed software/hardware engineering changes and upgrades, as well as diagnosis and remedy of machine or software failure.
  • Managed COT department lab; deployed and maintained multiple virtual server machines on our lab VMWARE ESXI servers.
  • Supported customers for initial planning such as machine layout and options according to customers' production requirement.
  • Support included not only IBM products but various IBM compatible machines and peripherals through Third Party vendors.
  • Served as Subject Matter Expert for customized sites and achieved BigMachines Yellow Belt and Blue Belt Certifications.
  • Designed, tested and implemented configuration, commerce, integration and documentation modules of the BigMachines software.
  • Performed and managed all service, maintenance and MAC on ROLM PBX and all peripheral hardware.
  • Performed all levels of support for end users with Windows/MAC operating systems, and network troubleshooting.
  • Learned how to troubleshoot a database, read tracing logs, and work with virtual machines.
  • Install and configure virtual appliances for backup and recovery of all virtual and physical machines.

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44. Isdn

low Demand
Here's how Isdn is used in Customer Support Engineer jobs:
  • Install and troubleshoot client's digital T1 PR I/ BRI ISDN circuits and analog trunks.
  • Helped customers configure, troubleshoot and deploy access services over dial-up and ISDN lines.
  • Established the first known ISDN connection and demonstrated the first video streaming application.
  • Performed troubleshooting of ISDN, DSL, and T1 customer circuits.
  • Designed ISDN fallback circuits for T1 customers.
  • Route leased lines and ISDN Network & Shifting of links from the primary to secondary and vice versa.

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45. Ospf

low Demand
Here's how Ospf is used in Customer Support Engineer jobs:
  • Scheduled Network Audit (Router Stability Audits, Switch Stability Audit, OSPF, etc.)
  • Performed RIP, OSPF and EIGRP routing protocol administration.
  • Configure & troubleshoot routing protocols (OSPF, EIGRP, IGRP, RIP) Proficiency in account management techniques.
  • Create and test Cisco router and switching operations using OSPF routing protocol.
  • Performed OSPF, BGP, DHCP Profile, HSRP, IPV6, Bundle Ethernet implementation on ASR 9K redundant pair.
  • Performed administrative support for RIP, OSPF routing protocol Real time monitoring and network management using Cisco Works LMS.

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46. Ethernet

low Demand
Here's how Ethernet is used in Customer Support Engineer jobs:
  • Provided Structured Ethernet Network cabling.
  • Have the ability to install and troubleshoot high bandwidth Ethernet networks that are required for audio and video data exchange.
  • Used tools protocol analyzers for Radio Frequency (RF) characterization and Ethernet sniffers for packet analysis and trouble-shooting.
  • Manage and oversaw custom and non RF data solutions, such as Metro Ethernet Access and switched-based surrounding.
  • Layer 2 and 3 troubleshooting of T1, bonded T1 circuits and Ethernet circuits.
  • Render technical skills in assisting high-end customer networks, including switch-based MDUs and Metro Ethernet.
  • Support LAN technologies such as Ethernet, fiddi, and token ring.

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47. BGP

low Demand
Here's how BGP is used in Customer Support Engineer jobs:
  • Directed junior network engineer development and training in Cisco technologies, specifically BGP routing.
  • Demonstrated technical proficiency in numerous LAN/WAN Cisco hardware devices, EIGRP, OSPF and BGP routing protocols, and administrative tools.
  • Performed troubleshooting and configuration of BGP, EIGRP, RIP and OSPF routing protocols.
  • Spear-headed training on Routing protocols with primary emphasis on BGP.
  • Experience with routing protocols such as OSPF, RIP, and BGP on Autonomous Systems (AS).
  • Report OSPF, ISIS, or IBGP/EBGP conditions to NOC.
  • Help customer to come up with a Network Solution for a successful BGP/DNS redirect through Arbor Cloud infrastructure.
  • Escalated to the IP Engineer for customer request for addition IPs or BGP configuration changes
  • Simulated large ISP network scenarios involving BGP, MPLS and core QoS techniques.
  • Explain the technical workflow for BGP/DNS redirect service to the customer.
  • Oversee BGP peer session relationships among neighboring ASNs.

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48. R

low Demand
Here's how R is used in Customer Support Engineer jobs:
  • Arranged with 3PVs all necessary parts shipments, site-visits by technicians and remote-access coordination of the actual equipment-replacement.
  • Performed support tasks, troubleshoot and repaired computer systems, and maintained peripheral equipment throughout the organization.
  • Created broad competencies in international operations, developing and auditing technical designs to fulfill customer goals.
  • Created, tested, edited and validated Method of Procedure documentation to perform customer-system procedures.
  • Performed many demonstrations of conceptual and unusual applications of new and existing products and technologies.
  • Documented customer trouble reports in trouble ticketing system and escalated for assistance when appropriate.
  • Interfaced with technical and non-technical personnel on unusual applications of audio and control products.
  • Developed and grew new engineering capabilities, supported customer for new business awards.
  • Delivered on-site customer support for lithography systems, including installations and maintenance support.
  • Supplied prompt technical support to accelerate Sirius entrenchment in automotive and after-market.
  • Interfaced with technical and non-technical personnel on current and recurring manufacturing problems.
  • Provided clients with creative dynamic support solutions to SoundBite technology products.
  • Managed multiple, simultaneous customer cases and delivered known technical solutions.
  • Supported and serviced Memorial Herman facilities and their imagining departments.
  • Performed mechanical installation and system optimization of PAS 5500 platforms.
  • Received certification to effectively work in a semiconductor fabrication environment.
  • Convert customer feedback into ideas for additional revenue projects.
  • Supported entire U.S. market and traveled extensively performing installations.
  • Provided solutions/recommendations to customers based on system data analysis.
  • Provided process and training documentation for Service Activation.

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49. System Administration

low Demand
Here's how System Administration is used in Customer Support Engineer jobs:
  • Functioned as a Back Office Customer Support Project In-charge and entrusted with an additional responsibility of System Administration.
  • Performed system administration and maintenance, including installation of patches, upgrades, new versions of firewalls on servers and workstations.
  • Provided AIX System Administration support on State-of-the-Art PARAM Super Computer Cluster to client C-DAC Pune.
  • Documented system specific configuration and system administration training to the onsite Viewstar system administrators
  • Provide network and system administration to ensure a high level of availability and reliability along all integrated systems.
  • Supported customer for all system administration and networking needs.

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20 Most Common Skill for a Customer Support Engineer

Technical Support22.7%
Customer Service13.8%
Support Engineer6.7%
Trouble Shooting6%
Remote Access5.7%
Windows XP5.1%
PCS4%
LAN3.8%

Typical Skill-Sets Required For A Customer Support Engineer

RankSkillPercentage of ResumesPercentage
1
1
Technical Support
Technical Support
16.9%
16.9%
2
2
Customer Service
Customer Service
10.3%
10.3%
3
3
Support Engineer
Support Engineer
5%
5%
4
4
Trouble Shooting
Trouble Shooting
4.5%
4.5%
5
5
Remote Access
Remote Access
4.2%
4.2%
6
6
Windows XP
Windows XP
3.8%
3.8%
7
7
PCS
PCS
3%
3%
8
8
LAN
LAN
2.8%
2.8%
9
9
Unix
Unix
2.7%
2.7%
10
10
Routers
Routers
2.5%
2.5%
11
11
Desktop
Desktop
2.3%
2.3%
12
12
Backup
Backup
2.1%
2.1%
13
13
Setup
Setup
2.1%
2.1%
14
14
SQL
SQL
2%
2%
15
15
Tcp/Ip
Tcp/Ip
2%
2%
16
16
Internet
Internet
1.8%
1.8%
17
17
Linux
Linux
1.7%
1.7%
18
18
OS
OS
1.7%
1.7%
19
19
Network Printers
Network Printers
1.5%
1.5%
20
20
Preventative Maintenance
Preventative Maintenance
1.5%
1.5%
21
21
Hardware Issues
Hardware Issues
1.3%
1.3%
22
22
Voip
Voip
1.3%
1.3%
23
23
Active Directory
Active Directory
1.3%
1.3%
24
24
Customer Sites
Customer Sites
1.3%
1.3%
25
25
TAC
TAC
1.2%
1.2%
26
26
Trouble Tickets
Trouble Tickets
1.2%
1.2%
27
27
VPN
VPN
1.1%
1.1%
28
28
Netware
Netware
1.1%
1.1%
29
29
Problem Resolution
Problem Resolution
1%
1%
30
30
IOS
IOS
1%
1%
31
31
Solaris
Solaris
1%
1%
32
32
DNS
DNS
1%
1%
33
33
SAN
SAN
0.9%
0.9%
34
34
Technical Assistance
Technical Assistance
0.8%
0.8%
35
35
Vmware
Vmware
0.8%
0.8%
36
36
Management System
Management System
0.7%
0.7%
37
37
SLA
SLA
0.7%
0.7%
38
38
Avaya
Avaya
0.7%
0.7%
39
39
Customer Training
Customer Training
0.7%
0.7%
40
40
CRM
CRM
0.7%
0.7%
41
41
Level Support
Level Support
0.7%
0.7%
42
42
QA
QA
0.7%
0.7%
43
43
Mac
Mac
0.7%
0.7%
44
44
Isdn
Isdn
0.6%
0.6%
45
45
Ospf
Ospf
0.6%
0.6%
46
46
Ethernet
Ethernet
0.6%
0.6%
47
47
BGP
BGP
0.6%
0.6%
48
48
R
R
0.6%
0.6%
49
49
System Administration
System Administration
0.6%
0.6%

35,327 Customer Support Engineer Jobs

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