Professional Service Support Engineer

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This course presents a collection of internationally-accepted engineering principles and practices which may be adopted (and adapted) to improve the quality of support to customers.

The Professional Service Support Engineer (PSSE)

This self-paced online course explores the terminology, foundational principles and practices of Service Support engineering. It provides no-nonsense guidance on:

  • Responding to faults and outages
  • Responding to major outages
  • Responding to Service Requests
  • Identifying recurring incidents, and implementing workarounds or permanent fixes
  • Replacing or deploying new technology
  • Maintaining licences and asset records
  • The Customer Experience

The course will equip you with the practical skills improve your customers experience. Your knowledge is tested by means of an online exam which earns you the Professional Service Support Engineer certificate.

Intended audience

This course is intended for systems engineers who are involved in support-related activities:

  • Infrastructure Engineers
  • Network Engineers
  • Database Administrators
  • Software Developers
  • Software Testers
  • Business Analysts
  • DevOps Engineers
  • Service Desk Agents

Exam format

Once you have completed all the modules, you will be given an opportunity to complete a fast-paced exam to test your knowledge:

  • 60 multiple-choice questions chosen at random from a bank of questions
  • 60 minutes
  • You may attempt the exam as many times as you wish
  • A score of 54/60 (90%) is required to pass the exam
  • This is an open-book exam and you may reference your notes
  • No invigilator is required


Once you have successfully completed and passed the exam, you will automatically receive:

  • The Professional Service Support Engineer Certificate
  • PSSE Digital Badge

Learning Outcomes

  • Understand the principles and practices of service support
  • Apply the described methods in the workplace

Related Courses

  • Professional Field Service Engineer (PFSE)
  • Professional Service Platform Engineer (PWPE)

Course Content