Technical support manager job description. Technical support operator job description. Knowledge is power

2. Experience from one year in a similar position.

2. The User Support Specialist must:

Firmly know and understand the operating systems of the Microsoft Windows XP, Windows 7 family (at the local system administrator level). Know Microsoft MS Office 2003,2010 products, standard programs approved by company policy. Understand the principles of operation of network equipment and the internal structure of the network. Know device personal computer and peripheral devices. Have experience in building constructive interaction with people, be able to clearly express their thoughts. Know the procedure for maintaining and processing technical documentation. Have basic knowledge of English sufficient to read technical literature . Know and comply with the internal labor regulations; rules and norms of labor protection, safety measures, industrial sanitation and fire protection.

II. Job responsibilities.

The User Support Specialist must:

Provide support, training and advice to company employees on computer and software related matters. Provide operational assistance to employees in troubleshooting, identify, localize and eliminate errors (failures). Receive and record applications from users, monitor the process of their elimination. Provide assistance in choosing software, required by the company to meet your needs to the maximum. Perform software installation and configuration software tools approved by company policy. Establish new jobs and carry out the transfer of existing ones. Set up PCs and PDAs, test, troubleshoot and troubleshoot computers and copy equipment. Create and configure telephone numbers. Keep records of the reception / issue of equipment belonging to the IT department. Purchasing and accounting Supplies to ensure the smooth functioning of printers and copiers. Maintain orders for the supply of equipment in an automated accounting system. Carry out paperwork (receipt / expenditure) and accounting for equipment in the IT warehouse. Keep a record of licensed software. Conduct an inventory of IT equipment. Provide information to company employees on general IT issues. Carry out official assignments, assignments and instructions from the immediate supervisor and one-time official assignments of the director of the information technology department.

III. The User Support Specialist has the right to:

1. Require the provision of normal working conditions (workplace, means of labor, etc.).
2. Use of Instructions approved by the President of the company, orders, instructions, rules and other documents regulating the work of a user technical support specialist.
3. Inform the direct management about the identified malfunctions in the work, the hardware and software entrusted to him and the shortcomings in the work.

IV. Relationships:

User technical support specialist interacts with all functional units (departments) and officials firms within their competence. User technical support specialist working in a team technical support, to achieve a common result, maintains a friendly atmosphere in the team.


V. The User Support Specialist is responsible for:

1. For poor-quality and untimely performance of the tasks and duties provided for by this Instruction.
2. For non-use and / or misuse of the rights granted by this Instruction.
3. For non-compliance with the Instructions, orders, orders, Rules and other documents regulating the work of a user technical support specialist.
4. For non-compliance with the rules of internal labor regulations, safety and fire safety.
5. For damage or negligence in storage and use, theft of company property.
6. For rude, tactless attitude (behavior) when communicating with staff and visitors of the company.
7. For the safety of documentation and non-observance of the interests of the company, the issuance confidential information, documentation (trade secrets) about the firm and its clients to third parties.
8. For providing direct management with false or distorted reporting and other documentation (information).

VI. Working mode:

1. The mode of operation of a user technical support specialist is determined in accordance with the Internal Labor Regulations established by the Company.

VII. Final provisions:

1. This job description is made in two copies, one of which is kept by the Company, the other by the employee.

2. The tasks, duties, rights and responsibilities of an employee may be specified in accordance with changes in the structure, tasks and functions of the Company.

3. Changes and additions to this Job Description are made by order of the President of the Company.

Head of structural

subdivisions _____________________ _____________________________________

(signature) (surname, initials)

20____

SHEET

familiarization with the job description

No. p / p

Surname, name, patronymic of the employee appointed to the position

Date and signature of the employee after reading the instructions and receiving a copy of it

Date and number of the appointment order

Date and number of the dismissal order

The necessary level of technical preparation of production, increasing the efficiency of production and labor productivity, reducing costs (material, financial and labor), rational use of production resources, high quality of work or services, in accordance with specifications; efficiency of decisions, timely and qualitatively; preparation for technical operation, repair and modernization of equipment, ensuring high quality; provides technical support to customers for the smooth operation of equipment and software. 2.2. Analyzes the reasons why customers apply for technical support, makes proposals for changing user instructions and the capabilities of equipment and software products. 2.3. Prepares equipment for launch, checks the operation of individual devices and nodes, controls the parameters and reliability of communications.

Job Descriptions

The technical support engineer must know: - provisions, instructions that determine the interaction of organizations involved in the development, implementation and operation of the system; - information processing technology in the system; - information support of the system; - functional complexes of tasks solved in the system; - a set of system automation tools ; - the procedure for processing applications for the purchase (replenishment) of consumables necessary to ensure the operation of the system; - the rules for storage and operation of the automation system, communications, labor rules and standards, safety, fire protection and regime rules; - the work of all operating systems and application software used on the equipment in the network.1.7.

User technical support specialist job description

Organizes the user's workplace. 369.2.9 Carries out the transfer of user information from one media to another media (copying information to media that can be taken out of the territory of XXX is carried out only after agreement with the security department). 369.2.10 Builds a PC. 369.2.11 Is regulations within its competence. 2.2.12 Notifies responsible DIT employees about problems that have arisen; 2.2.13 Participates in the work of the AWG, within its competence. 2.2.14 Submits proposals for optimizing the processes of providing IT services for consideration by the team leader. 2.2.15 Fulfills the instructions of the head of the group within its competence. 2.2.16 Records work in progress on the HP Open View Service Desk system.

Ensures the functioning of the complex of automation means entrusted to him in all modes of operation of the system in accordance with the established regulations, including: technical means; - functioning of the local computer network; - functioning of means of telecommunications and communication; - operation of the video surveillance system; - operation of fire alarm systems; - analysis and elimination (within the established powers) emergencies in the operation of a complex of automation equipment, video surveillance systems, fire and security alarm systems; - formation and maintenance of information arrays and databases; - protection of information from unauthorized access; - formation and maintenance of archives of safety copies of system-wide and special software and data. 2.2.

Technical support engineer job description

Attention

Require the creation of all conditions for execution official duties provided in this manual. 3.9. Get acquainted with the decisions of the Company's management regarding its activities, and make proposals for improving the work related to the duties provided for in this instruction.


4. RESPONSIBILITIES The technical support engineer is responsible for: 4.1. Behind improper performance or failure to perform their duties under this job description, to the extent determined by the current labor legislation Russian Federation.
4.2. For violations committed in the course of carrying out their activities, within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation. 4.3.

Technical Support Engineer Job Description

Fixes and (or) eliminates the detected deviations. 2.4. Makes adjustments to equipment. 2.5. Controls the operating conditions of the equipment, maintenance of it.
2.6. Advises managers and specialists of the Company, clients. 2.7. Gives conclusions on the features of expanding the capabilities of equipment. 2.8.

Important

Maintains all necessary technical support reports. Prepares all necessary documentation. 2.9. Performs separate official assignments of the head of the commercial department.


3. RIGHTS The technical support engineer has the right to: 3.1. Get acquainted with the design decisions of the Company's management regarding its activities. 3.2. Make proposals for improving the work related to the responsibilities provided for in this instruction.
3.3.

Example of a job description for a technical support specialist

The technical support engineer is responsible for: 4.1. Operation and development of computer and organizational equipment in terms of system and application software.4.2.

Preservation and non-distribution of service information provided at his disposal. 4.3. High-quality and timely fulfillment of the duties assigned to him by this job description. 4.4.

Info

Failure to fulfill their functional duties.4.5. Unreliable information about the state of the work performed by him.4.6. Failure to comply with orders, orders and instructions of the director of the enterprise.4.7.


Failure to take measures to suppress the identified violations of safety regulations, fire and other rules that pose a threat to the activities of the enterprise, its employees. 4.8. Failure to comply with labor and performance discipline.5. WORKING CONDITIONS. 5.1.

Chief accountant-info

For non-compliance with the rules of internal labor regulations, safety and fire safety. 5. For damage or negligence in storage and use, theft of company property.

6. For rude, tactless attitude (behavior) when communicating with staff and visitors of the company. 7. For the safety of documentation and non-observance of the interests of the company, the issuance of confidential information, documentation ( trade secret) about the firm and its clients to third parties. 8. For providing direct management with false or distorted reporting and other documentation (information). VI. Mode of operation: 1. The mode of operation of a user technical support specialist is determined in accordance with the Internal Labor Regulations established by the Company.


2. This job description is made in two copies, one of which is kept by the Company, the other by the employee. 3.
Rights The technical support engineer has the right to: 3.1. Check compliance with the rules for storage and operation of the automation equipment complex, monitor their use for their intended purpose. 3.2. Require from the higher management to provide the necessary conditions for the performance of the duties assigned to him, as well as the information necessary to perform the assigned functions. 3.3. Make independent decisions on issues of their competence. 3.4. Take part at any level in discussions and resolution of any issues related to the planned, functional and official duties of an engineer 3.5. Approval of all documents relating to the planned, functional and official duties of an engineer. 4.

Technical support engineer job description sample

Receive from the management of the enterprise, heads of functional departments and the IT manager everything necessary to perform official duties information (decrees, orders, orders, methodological, regulatory and other guidance materials, database files) and require the provision of the necessary technical means ( computer science, means of communication, etc.).3.2. To take part in meetings and seminars on issues within its competence.3.3. Prepare and submit to management for consideration proposals for improving computer and organizational technology. 3.4. Give management proposals for the acquisition (improvement) of software. 3.4. Enter into relationships with third-party institutions and organizations to resolve operational issues of production activities.4. RESPONSIBILITY.
Carries out the modernization of IT equipment, including: · increasing the amount of RAM; Installing and/or replacing a hard drive installation and / or replacement of the motherboard; installation and / or replacement of the processor; installation and/or replacement of a network card; installation and / or replacement of a video card; installation and / or replacement of a sound card; replacement of the power supply; replacement of the battery in the UPS; installation and / or replacement of the drive. 369.2.5 Carries out maintenance of SCS, including: · switching of network sockets; setting up the network adding a computer account to a domain; setting up e-mail; · Setting up Intranet and Internet. 369.2.6 Installs new PCs and other IT equipment (projectors, shredders, scanners, radio terminals, control cash registers, printers, UPS), as well as their reconnection. 369.2.7 Replaces defective equipment.

Technical specialists provide a range of services through which companies and organizations help their customers understand the rules for using the sold product, repairing it, and eliminating various problems. For example, this is especially true when it comes to household appliances or software, electronics, mechanics.

Duties

A technical support specialist helps the customer solve a problem or question that he might have in the process of using the product. In many companies, it is customary to consider good alignment as their trump card. this mechanism. After all, it is important not only to sell the product to the client, but also to serve him so well that he wants to contact this particular organization again.

The buyer feels that they really care about his comfort, and not just want to sell the product. In organizations, such a service is provided on a paid or gratuitous basis. Specialist technical department works through the Internet, answers phone calls, email, online help services on the company's website. Special tools are also used to register applications and track their processing. IN big companies create their own support services, with the help of which problems are solved not only for customers, but for the entire staff.

Purpose

Every company will have a different organization of the support service. Still, a lot depends on the scope of activity and the characteristics of the goods provided. Assistance may vary, but final goal always the same - to eliminate emerging problems, to provide customers with the required information. There are centralized, virtual and local support options. External and internal (which is especially characteristic of large companies) clients. Nowadays, consumers need to be able to quickly resolve all their questions. Otherwise, the product can be considered defective, and the client will no longer turn to a store that is not able to provide normal support for its product. Users prefer exactly those providers who are able to provide them with the highest comfort.

Scheme of work

At the first stage, registration of received applications is carried out. Call-center is often used for this purpose. Making a phone call is pretty easy and doesn't take long. In large enterprises, there are several levels of assistance.

To begin with, the user contacts the technical service by calling or email. The technical support specialist registers the request, provides the necessary services, provides information, or, in case of lack of knowledge or skills for this, transfers the request to the second line workers, controlling the process of its implementation. If they don’t find a solution to the problem even there, they involve system administrators, masters of working with special equipment, etc. Although, ideally, the specialist himself should have such a range of skills and abilities that will allow him to serve the client in a minimum period of time.

Assistance Methods

The technical equipment specialist provides advice and assistance in various ways. For example, on call. In this case, the client pays for the materials used in the course of work and for the time spent by the master. Also, many are familiar with the guarantee that is issued when buying equipment in stores. This document demonstrates the possibility of providing free troubleshooting assistance for a certain, predetermined time. There is also a concept whereby future services are negotiated and paid for in advance. For example, a support worker can conduct regular monitoring, provide information, go to the site to solve problems that have arisen there.

Support during the exam

With the development of technology, new computer systems for assessing knowledge began to be used. To control their correct and efficient work, support workers are involved. Each technical specialist of the PES (point of examination) is trained. This person takes up his duties by order of the Ministry of Education. Also, regarding his appointment, they agree with the head of the commission that controls the assessment of knowledge. Technical specialists are subordinate in the job hierarchy in relation to the heads of specific points and members of the commission.

Selection criteria

To qualify for this position, you must meet a number of requirements. To begin with, this is knowledge of the regulatory legal framework in accordance with which the USE is conducted, fire safety equipment. It also requires skills to work with the software used during the exam. Technical specialists thoroughly know how to use video surveillance devices, anti-virus programs on a computer. They know how to install application software. They are entrusted with the task of providing technical and informational assistance to the organizers and managers of the knowledge assessment point. They check the software two hours before the start of the exam. After its completion, the technical support specialist must stop the work of video surveillance cameras, copy the materials recorded in the corridors and near the entrance. They keep a special log reflecting data on access to the PAK.

Providing Safety Information

An important moment in the work of each enterprise is the training of labor protection and fire safety. The acquired skills will help to avoid victims in the event of an emergency. Fire Technician - a person who conducts a briefing, as a result of which the management and employees receive the necessary amount of knowledge to ensure the ability to prevent danger or behave correctly in a situation where people's lives are in danger. He explains how to use a fire extinguisher, what to do in case of fire and other emergencies, talks about what materials are characterized by high flammability. Technicians can conduct training without taking staff away from production processes or separately, focusing all their attention on the issues raised. But, as a rule, according to the second scheme, information is presented only to managers and persons responsible for fire safety in the organization. They, in turn, pass on knowledge to other employees.

Knowledge is power

Help Desk is an important building block of any organization. It is thanks to the work of its employees that the impression of the level of service of the company is created. The training of technical specialists is an important task for every manager, since they will subsequently work on his behalf and create a reputation for the entire enterprise. Of course, employees must have tremendous knowledge and excellent skills to solve problems of varying complexity. Situations should not be created where assistance simply cannot be provided. Because of such insoluble problems, the prestige of the enterprise is significantly reduced. Science does not stand still, it is important that the training of technical specialists provides them with all the necessary troubleshooting techniques. For this, regular training seminars are held. Such events are useful for enterprises of different sizes and fields of activity. They allow to maintain high qualification of employees.

Learning process

When it comes to technology, the skills of proper assembly and installation of the tool, its repair are acquired. Provides information about operating modes. The knowledge of more experienced workers is transferred to novice specialists. Typical problems that arise during the operation of equipment are considered, the most rational ways to eliminate them are provided. It is important to note that the work in the support service is not limited to fixing and installing various mechanisms. It is also communication with people, which is considered no less subtle skill. It is important to make the client feel that he can rely on the experience and professionalism of the technician.

All this is taught in the course of special lectures. A program for their implementation is being created. It includes the most important topics considered during training. The head of the enterprise must familiarize himself with the program and put his signature under it. Special hours are allocated for classes and seminars. Thanks to such activities, the qualifications of technical specialists are improved. The acquired knowledge becomes a reliable foundation for further work. It becomes possible to process requests more quickly, spending less time establishing the causes of the problem, moving directly to its elimination. The same workers who are engaged in the provision of information will learn fresh and useful data in time.

I. General provisions

This instruction applies to technical specialist department information technologies enterprise and designed in accordance with:

Qualification guide positions of managers, specialists and other employees.

decree of the Ministry of Labor and social development RF of August 21, 1998 No. 37 (as amended on 02.01.00).

1.1. This job description defines functional responsibilities, the rights and responsibilities of a technical support specialist.

1.2. A person with at least 2 years of experience in a similar position is appointed to the position of a technical support specialist.

1.3. The technical support specialist is appointed to the position and dismissed by the order of the director of the enterprise.

1.4.Technical support specialist reports directly to the head

information technology support department.

1.5. The main performance indicators are:

1.5.1. organization of uninterrupted operation of peripheral equipment:

printers, multifunction devices, print servers, fax machines, telephones,

scanners, copiers, monitors, keyboards, mice, etc.;

1.5.2. Restoration of operability of equipment and IT equipment within the terms specified in the “Access Level Agreement”;

1.5.4. organization of warranty repair of computer equipment;

1.5.5. timely replenishment of the reserve of consumables and equipment;

1.5.6. formation of the procurement budget for the month, no later than the 25th day of each month;

1.5.7.formation of the procurement budget for the week, no later than Wednesday of each week.

II. Job Responsibilities

Technical Support Specialist:

2.1. Supports the functioning of user workstations.

2.2. Performs routine maintenance of equipment.

2.3. Monitors the health of the user's workstation software.

2.4. Organizes the purchase and receipt of equipment with the execution of the necessary documents.

2.5. Monitors the presence and working state of anti-virus systems.

2.6. Plans and implements a security strategy to protect data and network shares, including folders, files, and printers.

2.7. Plans and implements a strategy for auditing network events to detect and correct security breaches. Manages resources and controls their use.

2.8. Plans and performs regular backups to ensure that important data is quickly restored.

2.9. Plans, creates and leads Accounts users and groups to ensure that each user is able to register on the network and access the necessary resources.

2.10. Monitors the standardization of software and hardware of user workstations. Removes software not approved by the IT department. Together with the system administration group, develop a standard set of software. Conduct preliminary testing.

2.11. Accepts applications for maintaining services (Help Desk). Performs them in accordance with established regulations.

2.12. Keeps records of equipment in 1C in accordance with the established regulations. Conducts inventory in accordance with the orders of the department.

2.13. Carries out the movement of equipment between employees, warehouses and branches.

2.14. Accepts applications for the purchase of equipment (“Application to IT”). Checks the correctness of their filling and the presence of the necessary approvals.

2.15. Installs, configures, maintains everything in working order software products used in the branch.

2.16. Performs other work of varying degrees of complexity related to the operation of a computer system and applied mat. ensure

2.17. Brings his innovations, comments and suggestions on the work of the IT department to the head of the IT support department.

2.18. Plans his work and reports in a timely manner to the head of the IT support department.

2.19. Fulfills orders of the Head of the IT Department, Head of the IT Support Department.

2.20. Coordinates work plans with the head of the IT support department.

2.22. Increases the computer literacy of the company's employees. Participates in the development of instructions, training of company employees.

The technical support specialist has the right to:

3.1. Get acquainted with the draft decisions of the management of the enterprise related to its activities;

3.2. Submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;

3.3. Demand and receive from everyone structural divisions enterprise information and documents on issues within its competence;

3.4. Require the management of the enterprise to assist in the performance of their duties and rights.

3.5. Make proposals for improving the quality management system;

3.6. Participate in activities aimed at correcting and preventing inconsistencies in the quality management system.

IV. Responsibility

The Technical Support Specialist is responsible for:

4.1. For failure to perform (improper performance) of their official duties, provided for by these job descriptions, to the extent determined by the current labor legislation of the Russian Federation.

4.2. For committing an offense in the process of carrying out their activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.

4.3. For causing material damage- within the limits determined by the current labor, criminal and civil legislation of the Russian Federation.

4.4. For untimely and poor-quality execution of documents on behalf of the director of the enterprise, improper record keeping in accordance with current rules and instructions, as well as the use of information by employees of the department for non-official purposes.

I. General provisions

This manual applies to the technical specialist of the information technology department of the enterprise and is developed in accordance with:
- Qualification directory of positions of managers, specialists and other employees.
Decree of the Ministry of Labor and Social Development of the Russian Federation of August 21, 1998 No. 37 (as amended on 02.01.00).
1.1. This job description defines the functional duties, rights and responsibilities of a technical support specialist.
1.2. A person with at least 2 years of experience in a similar position is appointed to the position of a technical support specialist.
1.3. The technical support specialist is appointed to the position and dismissed by the order of the director of the enterprise.
1.4.Technical support specialist reports directly to the head
information technology support department.
1.5. The main performance indicators are:
1.5.1. organization of uninterrupted operation of peripheral equipment:
printers, multifunction devices, print servers, fax machines, telephones,
scanners, copiers, monitors, keyboards, mice, etc.;
1.5.2. Restoration of operability of equipment and IT equipment within the terms specified in the “Access Level Agreement”;
1.5.3. keeping in order the cable network system (SCS) of its branch;
1.5.4. organization of warranty repair of computer equipment;
1.5.5. timely replenishment of the reserve of consumables and equipment;
1.5.6. formation of the procurement budget for the month, no later than the 25th day of each month;
1.5.7.formation of the procurement budget for the week, no later than Wednesday of each week.

II. Job Responsibilities

Technical Support Specialist:
2.1. Supports the functioning of user workstations.
2.2. Performs routine maintenance of equipment.
2.3. Monitors the health of the user's workstation software.
2.4. Organizes the purchase and receipt of equipment with the execution of the necessary documents.
2.5. Monitors the presence and working state of anti-virus systems.
2.6. Plans and implements a security strategy to protect data and network shares, including folders, files, and printers.
2.7. Plans and implements a strategy for auditing network events to detect and correct security breaches. Manages resources and controls their use.
2.8. Plans and performs regular backups to ensure that important data is quickly restored.
2.9. Plans, creates, and maintains user and group accounts to ensure that each user can log on to the network and access necessary resources.
2.10. Monitors the standardization of software and hardware of user workstations. Removes software not approved by the IT department. Together with the system administration group, develop a standard set of software. Conduct preliminary testing.
2.11. Accepts applications for maintaining services (Help Desk). Performs them in accordance with established regulations.
2.12. Keeps records of equipment in 1C in accordance with the established regulations. Conducts inventory in accordance with the orders of the department.
2.13. Carries out the movement of equipment between employees, warehouses and branches.
2.14. Accepts applications for the purchase of equipment (“Application to IT”). Checks the correctness of their filling and the presence of the necessary approvals.
2.15. Installs, configures, maintains all software products used in the branch.
2.16. Performs other work of varying degrees of complexity related to the operation of a computer system and applied mat. ensure
2.17. Brings his innovations, comments and suggestions on the work of the IT department to the head of the IT support department.
2.18. Plans his work and reports in a timely manner to the head of the IT support department.
2.19. Fulfills orders of the Head of the IT Department, Head of the IT Support Department.
2.20. Coordinates work plans with the head of the IT support department.
2.21. He improves his professional level with the help of special courses, a senior system administrator, as well as self-study.
2.22. Increases the computer literacy of the company's employees. Participates in the development of instructions, training of company employees.

The technical support specialist has the right to:
3.1. Get acquainted with the draft decisions of the management of the enterprise related to its activities;
3.2. Submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;
3.3. Require and receive from all structural divisions of the enterprise information and documents on issues within its competence;
3.4. Require the management of the enterprise to assist in the performance of their duties and rights.
3.5. Make proposals for improving the quality management system;
3.6. Participate in activities aimed at correcting and preventing inconsistencies in the quality management system.

IV. Responsibility

The Technical Support Specialist is responsible for:
4.1. For failure to perform (improper performance) of their official duties, provided for by these job descriptions, to the extent determined by the current labor legislation of the Russian Federation.
4.2. For committing an offense in the process of carrying out their activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.
4.3. For causing material damage - within the limits determined by the current labor, criminal and civil legislation of the Russian Federation.
4.4. For untimely and poor-quality execution of documents on behalf of the director of the enterprise, improper record keeping in accordance with applicable rules and instructions, as well as the use of information by employees of the department for non-official purposes.

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