Job description of a user technical support specialist. job description of a specialist in the technical department. familiarization with the job description

I APPROVE:
Director of LLC ""

_______________
"____" _____________2003

JOB DESCRIPTION
technical support engineer.

1. GENERAL PROVISIONS.

1.1. This job description defines functional responsibilities, rights and
the responsibility of the technical support engineer.
1.2. A technical support engineer is appointed and dismissed in accordance with the procedure established by the current labor legislation by order.
1.3. The technical support engineer reports directly.
1.4. A technical support engineer is assigned a person who has a professional higher education and work experience in the specialty.
1.5. The technical support engineer should know:
- decrees, orders, orders, other governing and regulations;
- the structure of the enterprise;
- computer and organizational equipment;
— technical requirements and operating instructions for domestic and foreign electronic computing technology;
- application technology personal computers in production;
- labor legislation;
- internal labor regulations;
- rules and norms of labor protection, fire safety and industrial sanitation.
2. FUNCTIONAL RESPONSIBILITIES.

Technical Support Engineer:
2.1. Provides support software tools used in the enterprise.
2.2. Researches the software market and issues recommendations for the acquisition and
implementation of system and applied software.
2.3. Participates in the development of proposals for the choice of computer technology.
2.4. Carries out programming.
2.5. Provides methodological assistance to the divisions of the enterprise. Provides consultations to the company's employees on the use of software.
2.6. Makes quick decisions on problems that have arisen during the operation of computer and organizational technology.
2.7. Studies the causes of failures and violations in the operation of computing and organizational technology, develops proposals and makes decisions on their elimination and prevention, to improve the quality and reliability of these tools.
2.8. Ensures the safety of information and prevents its unauthorized distribution.
2.9. Provides control over the use of technical means, over the observance of operating rules, safety measures and fire protection.
3. RIGHTS.

The technical support engineer has the right to:
3.1 .. Receive from the management of the enterprise, the heads of functional departments and the IT manager all the necessary official duties information (decisions, orders, orders, methodological, normative and other guiding
materials, database files) and require the provision of the necessary technical means (computers, communication facilities, etc.).
3.2. Participate in meetings and seminars on issues included in its
competence.
3.3. Prepare and submit to the management for consideration proposals for improving the means of computing and organizational technology.
3.4. Provide management with proposals for the purchase (revision) of software.
3.4. Enter into relationships with third-party institutions and organizations to resolve operational issues of production activities.
4. LIABILITY.

The Technical Support Engineer is responsible for:
4.1. Operation and development of computing and organizational technology in terms of
system and application software.
4.2. Preservation and non-proliferation of the official information provided at his disposal.
4.3. Qualitative and timely fulfillment of the duties assigned to him by this job description.
4.4. Failure to fulfill their functional duties.
4.5. Inaccurate information about the status 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 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. CONDITIONS OF WORK.

5.1. The work schedule of the technical support engineer is determined in accordance with the Internal Labor Regulations established at the enterprise.
5.2. Due to production needs, a technical support engineer can visit business trips(including local significance).
5.3. To ensure his activities, a technical support engineer is given the right to sign documents on issues within his functional duties.

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

Responsibilities

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

The customer feels that they really care about their comfort, and not just want to sell the product. In organizations, such a service is provided on a paid or free basis. Specialist technical department works over 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. V large companies create their own support services, with the help of which the problems of not only customers, but also of the entire staff are solved.

Appointment

Each company will have different features of the organization of the support service. Still, a lot here depends on the field of activity and the characteristics of the goods provided. The methods of providing assistance may vary, but final goal there is always one - to eliminate emerging problems, to provide clients with the required information. There are centralized, virtual and local support options. External and internal are discussed (which is especially characteristic of large companies) clients. In our time, consumers should be able to quickly resolve all the questions they might have. Otherwise, the product may be considered defective, and the customer will no longer go to a store that is unable to provide normal support for their product. Users prefer exactly those providers who provide the best way to provide them with the highest comfort.

Scheme of work

At the first stage, the 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. Large enterprises have 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 application to the second line workers, controlling the process of its implementation. If they do not find a solution to the problem there, they involve system administrators, specialists working with special equipment, etc. Although, ideally, a specialist himself should possess such a range of skills and abilities that will allow serving a client in a minimum period of time.

Methods of Assistance

Specialist in technical equipment provides advice and assistance according to various schemes. For example, on call. In this case, the client pays for the materials used in the course of the 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 ability to provide free troubleshooting assistance for a specified, predefined time frame. The concept is also applied, according to which the services provided in the future are negotiated and paid 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 service workers are involved. Each PPE (exam point) technician is trained. This person takes up his duties by order of the Ministry of Education. Also, regarding his appointment, an agreement is made with the head of the commission that controls the assessment of knowledge. Technicians are subordinate in the hierarchy in relation to the leaders of specific sites and members of the commission.

Selection criteria

In order to take this position, you need to meet a number of requirements. To begin with, this is knowledge of the regulatory legal framework in accordance with which the Unified State Exam is conducted, fire safety techniques. Skills are also required to work with the software used during the exam. Technicians thoroughly know how to use video surveillance devices, antivirus programs on a computer. They know how to install application software. They are entrusted with the task of providing technical and information assistance organizers and managers of the knowledge assessment point. They check the software two hours before the start of the exam. After its completion, a technical support specialist must stop the operation of CCTV cameras, copy the materials recorded in the corridors and near the entrance. He maintains a special journal that reflects data on access to the PAK.

Providing safety information

An important point in the work of each enterprise is training in labor protection and fire safety. The acquired skills will help to avoid victims in the event of an emergency. Fire-technical specialist - a person who conducts briefing, as a result of which the management and employees will receive the necessary amount of knowledge to ensure the ability to prevent danger or to behave correctly in a situation where the life of people will be threatened. He explains how to use a fire extinguisher, what to do in case of fire and other emergencies, talks about which materials are highly flammable. Technicians can conduct training without taking personnel away from production processes or separately, focusing all their attention on the questions posed. 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 the rest of the workers.

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 is created about the level of service of the company. Training technical specialists is an important task for every manager, since they will then 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 when it is simply not possible to provide assistance. Due to such insoluble problems, the prestige of the enterprise is significantly reduced. Science does not stand still, it is important that the training of technicians provides them with all the necessary troubleshooting techniques. For this, regular training seminars are held. Such events are useful in businesses of different sizes and industries. They allow you to maintain high qualifications of employees.

Learning process

When it comes to technology, the skills of correct assembly and installation of the tool, and its repair are acquired. Information on operating modes is provided. The knowledge of more experienced workers is transferred to beginners. Typical problems arising during the operation of equipment are considered, the most rational ways to eliminate them are provided. It is important to note that work in the support service is not limited to fixing and installing various mechanisms. It is also communication with people, which is considered to be no less delicate 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 sign it under his signature. Special hours are allocated for classes and seminars. Thanks to such events, the qualifications of technical specialists are being increased. The acquired knowledge becomes a reliable foundation for further work. It becomes possible to process applications more quickly, spending less time on identifying the causes of the problem, proceeding directly to its elimination. The same employees who are engaged in the provision of information find out fresh and useful data in time.

I. General Provisions

This manual applies to technician department information technologies enterprise and developed in accordance with:
- Qualification handbook positions of managers, specialists and other employees.
Ministry of Labor decree and social development RF 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 specialist in technical support.
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 A technical support specialist is appointed and dismissed by order of the director of the enterprise.
1.4 The technical support specialist reports directly to the supervisor
Information Technology Support Department.
1.5. The main performance indicators are:
1.5.1. organization of uninterrupted operability of peripheral equipment:
printers, multifunctional devices, print servers, faxes, telephones,
scanners, copiers, monitors, keyboards, mice, etc .;
1.5.2. Restoring the operability of IT hardware and equipment within the terms specified in the "Agreement on the access level";
1.5.3. Keeping in order of 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 a 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 the user's workstations.
2.2. Carries out routine maintenance of equipment.
2.3. Monitors the performance of the software of the user's workstations.
2.4. Organizes the purchase and receipt of equipment with the preparation of the necessary documents.
2.5. Monitors the availability and operational status 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 network event audit strategy to detect and remediate security breaches. Manages resources and controls their use.
2.8. Schedules and performs regular backups to ensure that critical data is quickly recovered.
2.9. Plans, creates and leads Accounts users and groups to provide each user with the ability to register on the network and access the necessary resources.
2.10. Monitors the standardization of software and equipment of user workstations. Removes software not approved by the IT department. Develop a standard set of software together with the system administration group. Conduct preliminary testing.
2.11. Accepts requests for maintenance of services (Help Desk). Performs them in accordance with the established regulations.
2.12. Keeps records of equipment in 1C in accordance with the established regulations. Carries out an inventory according to 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 in IT”). Checks the correctness of their filling and the availability of the necessary approvals.
2.15. Installs, configures, maintains everything software products used in the branch.
2.16. Performs other work of varying degrees of complexity related to the functioning of a computer system and applied mat. securing
2.17. He brings his innovations, comments and suggestions on the work of the IT department to the head of the IT support department.
2.18. He plans his work and reports in a timely manner to the head of the IT support department.
2.19. Fulfills the 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. Improves his professional level with the help of special courses, senior system administrator, as well as self-study.
2.22.Improves the computer literacy of the company's employees. Participates in the development of instructions, training for company employees.

A technical support specialist has the right to:
3.1. To get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.2. Submit proposals for improving the work related to the responsibilities provided for in this instruction for the management's consideration;
3.3. Demand and receive from everyone structural units enterprises information and documents on issues within its competence;
3.4. Require the management of the enterprise to assist in the execution of their job duties and right.
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. A responsibility

The technical support specialist is responsible for:
4.1. For non-fulfillment (improper fulfillment) of their official duties, provided for by these job descriptions, within the limits determined by the current labor legislation Russian Federation.
4.2. For committing an offense in the course of carrying out its 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 regulations and instructions, as well as the use of information by department employees for non-official purposes.

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1. Respond to problems (crashes) of the server / services of the web server and fix them.
2. Solve problems related to the performance of web server services (Mail, MySQL, Apache, FTP).
3. Provide clients with the necessary technical support regarding the operation of web server services (Mail, Mysql, SSH, Apache, FTP).
4. Provide clients with the necessary information regarding server settings, namely software, phpinfo, etc.
5. Restore information (data of the client hosting account from the backup) if it is lost through our fault (for example, failure of the server's hard drives).
6. Block accounts that send spam, as well as accounts that create excessive load, as a result of which there are obstacles for other users to work on this server.
7. Inform clients, via e-mail and / or billing announcements, about changes to server settings, software updates and scheduled maintenance.

Technical support is not responsible for solving the following tasks:

1. Install / configure a script, etc., in case the client is not able to configure them. In this case, the technical support responses will be advisory in nature.
2. Provide technical support to people who are not our customers.
3. Make server settings on shared-hosting according to the client's personal requirements. If it is necessary to expand the hosting capabilities, the client can purchase a separate VPS server.
4. Configure the system / software on the client's computer, as well as conduct training in working with the computer and programs.
5. Answer questions that do not carry a semantic load, as well as that are not related to the problem under discussion.
6. Engage in the promotion of client sites, as well as consult on site promotion.
7. If the client is rude, technical support has the right not to answer his questions, to refuse service.

Job description technical support engineer

APPROVED
General manager
Surname I.O. ________________
"________"_____________ ____ G.

1. General Provisions

1.1. The technical support engineer is a professional.
1.2. A technical support engineer is appointed and dismissed by order general director companies as advised by the technical director.
1.3. The technical support engineer reports directly to the technical director.
1.4. During the absence of a technical support engineer, his rights and obligations are transferred to another official, which is announced in the order for the organization.
1.5. A person who meets the following requirements is appointed to the position of a technical support engineer: education - higher (secondary) technical, experience of similar work for at least a year.
1.6. The technical support engineer should know:
- provisions, instructions defining 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 filling out applications for the purchase (replenishment) of consumables necessary to ensure the operation of the system;
- rules for the storage and operation of the automation system, communication facilities, labor rules and regulations, safety measures, fire protection and regime rules;
- the work of all operating systems and application software used on equipment on the network.
1.7. The technical support engineer is guided in his activities by:
- legislative acts of the Russian Federation;
- Company Charter, Internal Labor Regulations, other regulations companies;
- orders and orders of the management;
- this job description.

2. Job responsibilities of technical support engineer

The Technical Support Engineer has the following job responsibilities:

2.1. Ensures the functioning of the complex of automation tools entrusted to him in all modes of the system in accordance with the established regulations, including:
- functioning of software and hardware;
- functioning of the local area network;
- functioning of telecommunications and communication facilities;
- functioning of the video surveillance system;
- functioning of fire and security alarm systems;
- analysis and elimination (within the established authority) emergency situations 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 general system and special software and data.
2.2. Provides operational management a set of automation tools.
2.3. Provides a solution to a functional set of tasks in operational interaction with users.
2.4. Requests and accepts information about the state of health of a complex of automation tools, analyzes and, if necessary, takes measures to eliminate the identified deficiencies.
2.5. Provides reception and transmission of information between the corresponding complexes of the system automation means when performing a functional set of tasks.
2.6. Fulfills the requirements of operational documentation for maintenance complex of automation equipment, video surveillance systems, fire and security alarm systems.
2.7. Plans the replacement of spare parts and consumables, organizes their receipt (purchase) and accounting.
2.8. Accepts safekeeping of software and technical means complex of automation tools as they become available. At the same time, the software and hardware of the automation complex, spare parts and expendable materials should be kept in safe custody.
2.9. Prepares drafts of contracts for the maintenance of a complex of automation, telecommunications and communications equipment, organizes and accepts work from the service organization to restore its operability during the warranty and post-warranty periods.
2.10. Organizes scheduled checks of the quality of communication channels assigned to the complex of automation equipment, and takes measures to maintain it at a high level.

3. Rights of a technical support engineer

The technical support engineer has the right to:

3.1. Check the compliance with the rules for storage and operation of the complex of automation equipment, monitor their use as intended.
3.2. The engineer can demand from the higher management to ensure the necessary conditions for the performance of the assigned duties, as well as the information necessary to perform the assigned functions.
3.3. Make independent decisions on issues of their competence.
3.4. Participate at any level in the discussion and resolution of any issues related to the planned, functional and job responsibilities of the engineer
3.5. Visify all documents related to the planned, functional and job responsibilities of the engineer.

4. Responsibility of the technical support engineer

The Technical Support Engineer is responsible for:

4.1. Improper performance or non-performance of their official duties provided for by this job description - within the limits established by the current labor legislation of the Russian Federation.
4.2. Offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
4.3. Causing material damage to the organization - within the limits established by the current labor and civil legislation of the Russian Federation.

 

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