The Ability Scoring Model of Software Support Engineers Based on Technical and Communication Skills

Kamis, 22 Oktober 2020 - 07:20
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1The Ability Scoring Model of Software Support Engineers
Based on Technical and Communication Skills

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The Ability Scoring Model of Software Support Engineers
Based on Technical and Communication Skills
 
 
Ketua : Dr  YEFFRY HANDOKO PUTRA S.T, M.T
Anggota : P M Seta
Magister of Information System
Universitas Komputer Indonesia
Indonesia
 
Email : prabamukti94@gmail.com
 
 
Abstract. This study aims to determine the ability of a software support engineer both technical
abilities and communication skills. To achieve these objectives, the research begins by
determining questions through literature studies and interviews then validate these questions by
involving 2 communication experts, 10 support managers, and 30 software support engineers
from 3 IT companies ranging from a small business company, medium business company, and
large business company. Validity testing is done through filling out a questionnaire to the support
manager, communication expert and application support with weighting using a Likert scale.
With this research, we succeed in creating the scoring model with a value of more than 90%
confidence level to assess the ability of a software support engineer. This assessment model
contains 5 questions about database capabilities, 5 questions about basic algorithms, and 10
questions about communication skills. Therefore, this scoring model has been able to represent
the real capabilities of a software support engineer.