Support Engineer KRA/KPI

Job Description

A Support Engineer is responsible for providing technical support and assistance to customers, resolving issues, and ensuring smooth operations of systems and applications.

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Customer Support

KRA: Ensuring timely and effective resolution of customer queries and issues to maintain high customer satisfaction.

Short Description: Providing excellent customer support.

• Response Time to Customer Requests
• Customer Satisfaction Score
• First Contact Resolution Rate
• Average Ticket Resolution Time

2. System Monitoring and Maintenance

KRA: Monitoring system performance, identifying issues proactively, and ensuring system stability.

Short Description: System maintenance and monitoring.

• Downtime Percentage
• System Availability Rate
• Incident Response Time
• Proactive Issue Identification Rate

3. Software Updates and Patches

KRA: Keeping software and systems up to date with the latest patches and updates to enhance security and performance.

Short Description: Ensuring software updates.

• Timely Deployment of Updates
• System Vulnerability Patching Rate
• Impact of Updates on System Performance
• Adherence to Update Schedules

4. Technical Documentation

KRA: Creating and maintaining technical documentation to facilitate knowledge sharing and training.

Short Description: Technical documentation management.

• Documentation Accuracy Rate
• Documentation Completeness Score
• Usage of Documentation by Team Members
• Documentation Update Frequency

5. Escalation Management

KRA: Managing and escalating complex technical issues to higher levels of support for timely resolution.

Short Description: Effective escalation handling.

• Escalation Response Time
• Resolution Time for Escalated Issues
• Customer Feedback on Escalation Process
• Rate of Successfully Resolved Escalations

Real-Time Example of KRA & KPI

Real-World Example: Customer Support

KRA: Providing 24/7 customer support to ensure immediate assistance for critical issues.

• KPI 1: Average Response Time to Critical Issues (within 30 minutes)
• KPI 2: Customer Satisfaction Score (maintain above 90%)
• KPI 3: First Contact Resolution Rate (aim for 80%)
• KPI 4: Average Ticket Resolution Time (within 24 hours)

Tracking these KPIs led to increased customer retention and positive feedback, showcasing improved performance and success.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Support Engineer role.

Content structured with clear, concise, and measurable KPIs ensures professional readability and performance evaluation in the Support Engineer role.