Selecting the correct career is a crucial decision with far-reaching implications. It is a choice that will shape your future, underscoring the importance of making an informed decision.
Over the next few weeks, The African Reporter will engage with business people, professionals and other role players, focusing on a specific career every week.
By doing this, we aim to provide valuable guidance to our younger readers navigating their career choices.
This week, we give a platform to support engineering as a career. Midrand resident Mpumelelo Nkosi is a support engineer whose journey in the industry started when she was a software engineering intern.
The company Nkosi did her internship with then took her on as a contractor in a support engineering role.
“Fate got me where I am. But also, I am a natural at problem-solving and dissecting things, so it makes so much sense for me, too,” she said.
What is a support engineer?
A support engineer helps users of a system with any technical issues they might encounter while using it. These could be software issues in the system, whether it’s the functionality of certain features, UI-related issues or network issues.
What does a support engineer do?
Key responsibility: diagnosing users’ issues. The process of a diagnosis is called a root cause analysis – retracing the steps the user took to get the problem (or recreate it) for better understanding.
• They understand the domain of the system in use so that it becomes easy to help users with issues
• They provide workarounds as solutions so the system users can continue using it without waiting for any fixes that may interrupt their working time.
• They do data fixes to ensure user data is uncorrupted, consistent and has no errors.
Are there different types of support engineers?
Yes. Technical support engineers are the most common.
• There’s also cloud support engineering – support for cloud-based infrastructure.
• Network support – network infrastructure support (routers, firewalls and switches).
• Help desk technicians – users’ first point of contact. They offer basic troubleshooting and support.
Where can I study to become a support engineer?
The best path is to start by learning the fundamentals of software development. Any college or university software or application development course is a good start to understanding what and how to create basic software systems.
Combined with working experience on a system, you will comprehend bugs and know how to fix them. Understanding bugs and how to fix them will prepare you for production support.
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How long does it take to become a support engineer?
Everyone’s journey is different. After studying software in university, many gain a few years in software development and coding and master those basics.
Acceptance in a support role right after being a developer will be easier. Three years of being a developer after your studies is a safe number.
What high school subjects do I need?
An APS (admission point score) of 30 to 35 is a safe bet for university entrance. The higher, the better.
Mathematics is crucial. One can get into the field with mathematical literacy, but mathematics is the safer option.
A 60 in maths can get you into the field. Some universities have extended programmes for those with less than 60 in mathematics. If your school offers IT, take it as well.
What skills or interests should I have to become a support engineer?
• Knowledge of operating systems, databases, scripting and monitoring tools.
• Key skills include troubleshooting, attention to detail and strong communication.
• Interests that align well include problem-solving, learning new technologies, systems thinking and improving processes. It suits those who enjoy diagnosing issues, helping others and working under pressure.
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What are the pros and cons of the job?
• High pressure: When critical systems go down, the urgency to fix them can be intense because it directly impacts business operations and customers.
• On-call duty: Many support engineers must be available 24/7 on a rotating schedule to handle issues that arise outside of normal working hours.
• Repetitive work: Support engineers often deal with similar issues repeatedly. Over time, the lack of variety in tasks can lead to boredom or burnout for those who prefer more dynamic or creative work.
• Reactive work: Production support focuses on resolving issues after they occur rather than proactively improving systems. This reactive nature means you are constantly firefighting rather than innovating or enhancing the system, which can feel less rewarding compared to more forward-looking roles.
Where do support engineers work?
Production support engineers work in various industries, including technology, financial services, e-commerce, telecommunications, healthcare, government, energy, media, manufacturing and consulting firms.
Their role is critical in maintaining and troubleshooting IT systems, ensuring smooth operations and minimising downtime.
Advice for someone who wants to become a support engineer
Focus on building technical skills in operating systems, databases and scripting. Learn monitoring tools and strengthen your problem-solving abilities. Be prepared for on-call work and practice incident management.
Develop strong communication skills, stay curious to learn new technologies and cultivate patience and resilience for high-pressure situations.
