organization Should software engineers also act as tech support?

While I don’t think it’s appropriate to use devs as support all the time, I think there is something to be said for having a dev do the initial support of an application. This should specifically include the after hours support. I also think in can be useful to have them be scheduled in to the after hours support for their apps on a regular basis.

• My thirst for knowledge grew every time I discovered new topics.
• Some industries support higher salaries in each profession.
• I think the best general strategy (irrespective of company size or resources) is to use support teams to troubleshoot the low hanging fruit and the most common problems (“Have you tried turning it off and on?”).
• Prepare comprehensive self-support materials and post them on your website (if these are the documents on the product you offer to your clients) or in a corporate network (for internal IT support).
• The engineers should work with the customers on the more tricky problems that require knowledge of how the system works along with more developer-oriented support (APIs, developer tools, etc.).

And holy crap, as someone who had almost zero prior coding knowledge this was excruciatingly diffucilt. While CS50 is a fantastic resource, I was extremely fortunate to have had access to a Computer Science tutor to help me get through the first 3 weeks of material in addition to pinging my developer friends for help. I almost gave up at multiple points but over the course of 2020, I slowly pushed through all 11 weeks of content while working full-time in my old IT Helpdesk job. This subreddit is designed to help anyone in or interested in the IT field to ask career-related questions. In terms of what I want to do in my career, I love programming but I could also see myself working in IT in a senior role, it’s hard to tell which I would like more at this point.

Learn flexible skills for a variety of projects

An IT help desk assists all users in troubleshooting a number of IT problems and issues. An IT helpdesk engineer can also earn a good salary and IT help desk jobs are always in demand. Support is more like a filter used to shield development from trivial issues such not having the computer plugged in.

• Thus, when L1 agents escalate a ticket they cannot resolve, they decide which specialization better suits the issue, and a corresponding L2 engineer is appointed to proceed with it.
• You can also build custom integrations on top of the help desk to extend the software’s functionality.
• The goal is collaboration, open communication, and finding ways for both departments to meet their respective goals.
• A high standard of customer service is also an important part of the role.
• In my helpdesk roles the only programming experience I have is writting a couple of small powershell scripts for a sysadmin I worked under.
• I also think in can be useful to have them be scheduled in to the after hours support for their apps on a regular basis.

Some industries support higher salaries in each profession. Interestingly enough, desk support technicians earn the most pay in the technology industry with an average salary of $50,316. Whereas help desk engineers have higher pay in the finance industry, with an average salary of $67,498. Once you’ve completed all testing help desk engineer phases, it’s time to deploy your new application for customers to use. After deployment, the launch may involve marketing your new product or service so people know about its existence. If the software is in-house, it may mean implementing the change management process to ensure user training and acceptance.

Should software engineers also act as tech support? [closed]

An information engineer should have excellent technical skills, as well as a strong command of programming languages and system codes. I’m curious as to whether it is realistic for me to try to go back to the software developer/software engineer world? Each career also uses different skills, according to real help desk engineer resumes. All of these things move you closer to the world of software development.With that, you could apply to very highly complex support roles. For example, many companies have a position between Tier 3 and R&D. This role is usually called Supportability Engineering or Customer-Centric Engineering.In these roles, you are not writing code but directly troubleshooting the code.

You’ll need to be an expert in certain software packages and have strong IT skills. A high standard of customer service is also an important part of the role. FieldEngineer can provide your business with a certified IT help desk engineer. Often technicians gain qualifications and experience on the job. IT help desk certifications mainly include college courses or apprenticeships. For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.