Construction Of Competency Model Of Technical Support Engineer

Competency model is the foundation of human resource management practices in enterprises.The technology support engineer of F company required master professional skills and services-related capabilities because of the particularity of his job.But there is some problem such as company for the technical support engineer position of talent assessment is not targeted,training content and job requirements do not match,KPI assessment is not comprehensive etc.Therefore,in order to improve F company's understanding of technology support engineers,makes human resource management activities targeted and effective.It is necessary to build the competency model of F company technical support engineer.The research process is as follows:First of all,the literature review method.Refer to the IT industry and CT industry associated with the ICT industry,and focus on the quality requirements of technicians and service personnel to obtain valuable content for the construction of this competency model.Secondly,data analysis method.Collect information related to technical support engineers of F company,including the recruitment brief,outstanding employee deeds in the internal journals.Use content analysis method to extract,categorize,and organize the technology support engineer's competency behavior characteristics and competence qualities.Next,the behavior event interview method.A total of 14 technical support engineers were interviewed by BEI method..Through the subject analysis and independent coding of the recorded texts between outstanding performance group and the performance group.SPSS20.0 was used for the reliability analysis,effectiveness analysis,T test and difference test among the two groups to obtain technology support engineer competence qualities.Finally,Delphi method.The technical support engineer competency model was discussed and corrected with industry experts for many times to verify the technical support engineer competency model.Through the above work,the competency model of F technology support engineer is constructed,including 5 categories,14 items:achievement and action category(achievement orientation,information collection,order quality and accuracy,initiative),impact and influence category(impact and influence,relationship establishment),help and service category(interpersonal communication,customer service orientation),management group category(team cooperation),cognitive group category(special group)Industry knowledge/skills,analytical thinking),personal efficacy category(work elasticity,emotional stability,independence).