In addition to resolving issues, a senior technical support engineer is expected to make recommendations to optimize a piece of hardware or software. This requires in-depth knowledge of everything IT-related, including the hardware, software, network, and other IT infrastructure components. When making a recommendation, you should have a good sound rationale to support your recommendation and explain it is simple to understand non-technical terminology to the user. You may also be requested to make formal presentations to the senior leadership team, including recommendations to optimize the IT infrastructure.
