On Call Support Engineer Job Description Template
As an On Call Support Engineer, you will be the primary point of contact for resolving technical issues outside regular business hours. Your main objective will be to ensure that any disruptions to IT services are quickly addressed and resolved to avoid operational downtime.
Responsibilities
- Provide on-call support outside regular business hours.
- Diagnose and troubleshoot technical issues reported by users.
- Ensure timely resolution of incidents and escalate when necessary.
- Monitor system performance and address potential problems proactively.
- Collaborate with other IT team members to implement solutions efficiently.
- Maintain accurate records of incidents and resolutions.
- Provide clear and effective communication to stakeholders during incidents.
Qualifications
- Bachelor's degree in Information Technology or related field.
- 2+ years of experience in IT support or a similar role.
- Strong problem-solving and troubleshooting skills.
- Ability to work under pressure in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Experience with ticketing systems and IT service management tools.
- Flexibility to work on-call hours, including nights and weekends.
Skills
- Windows and Linux OS
- Network troubleshooting
- Active Directory
- VMware
- Microsoft Office 365
- ITIL framework
- Scripting languages (e.g., Python, PowerShell)
- Monitoring tools (e.g., Nagios, Splunk)
- Database management (e.g., SQL)
Frequently Asked Questions
An On Call Support Engineer is responsible for providing technical support and troubleshooting services outside regular business hours. They manage urgent technical issues, ensuring the smooth operation and efficiency of IT infrastructure. They handle emergency incidents, perform system maintenance, and liaise with other technical teams to resolve complex issues promptly.
To become an On Call Support Engineer, candidates typically need a degree in computer science, information technology, or a related field. Relevant certifications in areas like ITIL, CompTIA, or Microsoft Azure can be advantageous. Practical experience in IT support, strong problem-solving abilities, and an ability to work under pressure are vital. Familiarity with monitoring tools and scripting can also be beneficial.
The average salary for an On Call Support Engineer varies based on experience, location, and the company's size. Typically, salaries are competitive, often providing additional incentives for the on-call nature of the work. Compensation might include overtime pay or allowances due to the unpredictable working hours and critical nature of solving technical emergencies.
An On Call Support Engineer usually requires qualifications that include a bachelor's degree in IT or related disciplines, plus several years of experience in technical support roles. Certifications like Cisco's CCNA, CompTIA's Network+, or Microsoft Certified: Azure Fundamentals can enhance a candidate's qualifications and job prospects significantly.
An On Call Support Engineer must possess strong analytical and problem-solving skills. Key responsibilities include responding to technical incidents, maintaining uptime of critical systems, and working closely with technical teams to swiftly resolve issues. They should have experience with system monitoring tools, excellent communication skills, and the ability to work efficiently under pressure.