What is it like to work as an IT Support Engineer?
This article focuses on the career of Emmanuel Onojafe who has worked as an Information Technology Field Engineer and installed, supported and maintained hardware and software. Emmanuel has a degree in Physics and is based in Nigeria working for Excis Compliance.

Working life of an IT Support Engineer now

Background

Why did you decide to study Physics? Was there a childhood interest which led to this? Were any of your teachers inspirational?

I studied physics because it was the closest course that came to mind aside from a direct engineering degree. I thought of it as the mother of engineering, which means I can leverage and apply it to any aspect in engineering I wanted to specialise in.

From my childhood I loved using a screwdriver to loosen screws on TVs, radios, other electronic gadgets etc. I was always curious to read machine/electronics user guides or installation guides.

My physics teacher motivated me to study physics too. My teacher was a hardworking, dedicated, focused and passionate about physics practical, theories and concepts.

How old were you when you first used a computer? Which one was it and what did you do?

I used my first computer when I was 12 years old. It was a HP desktop computer with a HP Deskjet printer.

Who are your inspirations in the field of Information Technology?

Bill Gates is an inspiration in the field of information technology. He started his career writing software as a child. I believe my skills will thrive in software administration for companies.

Typical week as an Information Technology Field Service Engineer/IT Support Engineer

What was your typical week like?

Example of a typical week as an IT Support Engineer – one

Monday Morning

Review the schedule and prioritise tickets for the week.
Check for any urgent service requests or emergencies from clients.
Review email communications for updates on any ongoing projects or issues.
Update the user asset register by removing resigned users and updating the records with new employees.
Assist in providing technical support to meeting room IT related issues.
Setup assigned tickets on desktop, laptop, and peripherals.

Monday Afternoon

Complete documentation of work performed, including client interactions, repairs, and system configurations.
Update ticketing system with progress and next steps.

Tuesday Morning

Perform system audits at a client’s location to ensure all devices and software are working optimally.
Install software or perform updates/upgrades for operating systems or applications.

Tuesday Afternoon

Update asset inventory list and send signed site visit report to help desk team.

Wednesday Morning

Attend a team meeting or check-in with the IT support team to discuss complex issues or share insights.
Plan for upcoming installations or updates.
Travel to site.

Wednesday Afternoon

On-site visits to perform installations of new systems (e.g. setting up workstations, configuring servers, installing network equipment).
Provide training for clients on new software or equipment if needed.
Perform follow-up calls for clients with outstanding issues.
Log and document solutions to technical problems in knowledge bases or ticketing systems.

Thursday Morning

Handle additional support tickets that may have been opened in the past few days, addressing any hardware or software failures.

Thursday Afternoon

Perform routine network assessments, such as checking for security vulnerabilities, configuring multifactor authentication on users’ devices.
Troubleshoot issues related to network connectivity, VPN setups, Switch port down, access point down.
Attend client meetings to discuss upcoming IT needs or upgrades.
Ensure systems are fully configured and ready for client use.

Friday Morning

Prepare for any planned installations, upgrades, or site visits for the following week.
Follow up on client satisfaction and gather feedback on the work performed.

Friday Afternoon

Wrap up outstanding paperwork and finalise documentation.
Complete inventory checks and order replacement parts or supplies if necessary.

Example of a typical week as an IT Support Engineer – two

Monday

Review the schedule and prioritise tickets for the week.
Check for any urgent service requests or emergencies from clients.
Review email communications for updates on any ongoing projects or issues.
Follow up on support tickets.
Follow up on current devices with the vendors.
Send support ticket status and describe the progress report on the devices with vendors.

Tuesday Morning

Receive support tickets for a dispatch job.
Attend the site visit.
Join teams’ collaboration group setup to have conversations on solutions to the support issue.
Follow through the instructions dropped on the group and close out the tickets.

Tuesday Afternoon

Submit the ticket report for that day and in site visit report form to the service desk portal email.
Communicate ticket status to the office manager and facilities team.

Wednesday

Travel to client factory location outside town.
Promptly resolve support request within a short timing.
Collaborate in team’s meeting group to resolve client issues.
Stay overnight and complete the job as quickly as possible next day.

Thursday

Return to main work location.
Submit site report and update the service desk team on the status of the tickets.

Friday

Attend a team meeting to discuss work tools, pending company obligations.
Travel to client site to solve a ticket.
Send a site report on the ticket status.

Skills for working as an IT Support Engineer

How much of your time was spent ‘hands on’ and how much on admin and training etc. in your work as an IT Support Engineer?

A typical breakdown is 5 hours hands on and 2 hours online training.

How do you make sure that you always have time to be proactive not just reactive?

I engage with the users to know if they have need of my services. I also follow up with the service desk unit for any updates on impending tickets to work on as soon as possible.

How do you quickly establish a good relationship with a new client when working as an IT Support Engineer?

I get to know my client’s needs, likes and motivation. As well, I am responsive to their emails and keep the clients updated on project status.

How has your role changed now that you are an Information Technology Consultant for the same company?

The roles means that all IT equipment that is needed to provide support will be supplied through me. My services are now tied to payment orders raised by service desk tickets. The PO number is quoted, and clients have to certify the job was carried out before making payment after 30 days.

Most challenging part of the job as an Information Technology Field Service Engineer/IT Support Engineer

What is the most challenging part of your job as an Information Technology Field Service Engineer- technical side, the customers or logistics?

There are two key areas which are challenging.

Dealing with Unexpected Situations

Equipment malfunctions, incorrect configurations, or unanticipated issues with a client’s setup can disrupt the planned work.

Managing Expectations

Customers often expect fast resolutions, and while an engineer may be working diligently, certain issues (especially complex ones) may take time to resolve.

How do you deal with working in confined spaces and/or on the floor as an IT Support Engineer?

I have four techniques to help with this:

staying calm and focused;

making use of torches (flashlights);

using the right body positioning by sitting or kneeling;

teaming up with an assistant when needed.

What has been your most challenging job working as an IT Support Engineer to date?

One of the most challenging experiences I had was responding to a critical system failure at a major client’s site, where their entire network was down and impacting their daily operation.
I had to troubleshoot and identify a UPS failure, swap UPS, and ensure the network was back up within tight deadlines. This required not only technical expertise but also calmness under pressure to minimise downtime.

How do you explain technical issues to non-technical people?

I use simple language and use analogies to explain where needed.

Technology changes

How do you stay up to date for your work as an IT Support Engineer?

I take online courses, and I engage with online communities with IT specific related ideas. As well, I follow industry news and blogs like Microsoft or Google.

How do you pass on your knowledge to other IT Support Engineers?

To pass on my knowledge, I create step-by-step guides to help others solve common problems. As well, I engage in online forums and communities to share knowledge and learn from others.

What do you think will be the biggest challenges facing field engineers working with IT and computer systems in the next 2-5 years?

The increase in remote and hybrid work types will mean the need to adapt a new troubleshooting technique relying heavily on remote access tools and virtual reality. The increase in cybersecurity threats will mean that field engineers have to stay updated on the latest security best practices.

Making a future star

What sort of personality traits and skills are ideal for working as an IT Support Engineer?

Patience and Perseverance

Field engineers often face tight deadlines, high expectations, and difficult issues so they need to be calm under pressure.

Problem-Solving Mindset

A field engineer must be able to quickly adapt to different environments, systems, and technologies, and be resourceful in finding solutions.

Technical Expertise

The field engineer should have foundation knowledge in IT systems, networks, hardware, and software. They should understand operating systems (Windows, Linux, macOS), networking concepts (TCP/IP, DNS, DHCP), and basic troubleshooting.

Network and System Configuration

The field engineer should be proficient in setting up and troubleshooting network devices, routers, switches, and wireless systems.

Apart from a strong technical background, what are the three most important skills to have?

I think the most important skills to have in addition to technical skills are:
leadership
situation-awareness
decision making.

Further reading

Spotlight on the changing world of IT Field Service Jobs

Spotlight on a multi-industry mechatronics field service engineer