Technical Support Level Job Description
Technical support level
provides accurate technical advice on the various aspects of hardware, software & cloud specifications, installation and maintenance regarding the software solutions.
Technical Support Level Duties & Responsibilities
To write an effective technical support level job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support level job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide Level 1 Support for all production Windows-based/Intel servers and VMware Virtual Infrastructure managed by Global Distributed Computing, assisting support efforts with our various business partners, as necessary
Possess strong computer skills, setting raid drives, cloning, software installation, PCI card installations, and other operational and repair tasks
Knowledge to analyze production fallout orders
Perform detailed technical analysis on the Customer environment in order to pro-actively identify problems that can arise
Define the detailed technical needs and plan them
Identify proper solutions to minimize service costs
Proactively identifies and acts on emerging issues and works with Development teams to resolve them in the short and long term
Is able to learn about multiple applications and technologies and how they interact in order to provide cross-function support
Develop, document and maintain standardization initiatives to ensure consistency in support
Responsible for the maintenance of role-based mailboxes
Technical Support Level Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Support Level
List any licenses or certifications required by the position: CCNA, MCSA, VCP, CCNP, SSL, ITIL, SQL, WAN, LAN, J-
Education for Technical Support Level
Typically a job would require a certain level of education.
Employers hiring for the technical support level job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Electrical Engineering, Engineering, Education, Associates, Information Technology, Communication, Business, Networking
Skills for Technical Support Level
Desired skills for technical support level include:
Cloud computing concepts
Dental X-ray software and equipment
Software and hardware technologies
Hyper-V
Linux
Networks functioning
PV Inverters and power electronics
PV systems
RAID
VMware
Desired experience for technical support level includes:
Rotational after-hours support is required
Rotational weekend work is required
Support personnel are required to carry pager and cell phone when on call
Previous experience supporting Windows operating systems required
Experience with Server Management Software (HP Insight Manager, IBM Director, Dell Open Manage)
Experience in LAN/WAN environments
Technical Support Level Examples
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Technical Support Level Job Description
Job Description Example
Our company is growing rapidly and is looking for a technical support level. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support level
- Follow-up/address any shift report entries passed on
- Engage and involve any required support teams in order to provide service restoration
- Ensure proper documentation is gathered and analyzed on a daily basis in order to achieve root cause on all incidents
- Create and publish problem resolution procedure documents for Level 1 and 2 server support teams and other teams as required
- Maintain/update SM9 queues to manageable levels
- Update and track shift report entries on a daily basis
- Identifies and provides solutions to process issues or gaps
- Perform Tech Support level II support responsibilities such as level 1 tech’s escalation and as directed by Team Leads
- Discuss server virtualization and Virtual Private Network application with senior level IT personnel and understand how Dexis software will interact within their environment
- Discuss server\workstation virtualization and Virtual Private Network application with senior level IT personnel and understand how Dexis software will interact within their environment
Qualifications for technical support level
- Minimum of 2-3 years experience in software and hardware
- Knowledge of networking and Microsoft Windows environments
- Configuration / Investigation / Support wireless modems (Bluetree, Sixnet, Microhard)
- Configuration / Investigation / Support Fortigates
- Good verbal and written expression
- English + German language
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Technical Support Level Job Description
Job Description Example
Our company is looking for a technical support level. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical support level
- Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting and recommend solutions
- Provides second level Retail/POS store technical support (remote) to Zale Corp
- Performs problem assessment and classification
- Respond to tickets, contact users and plan workload
- Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user
- Update tickets with the latest status
- Escalate the ticket to the correct group if the incident cannot be resolved
- Sign-off closed tickets with the user to include follow up specifically to the end user
- Close tickets that have been resolved
- Complete Assigned Tasks within Allotted schedules and budgets
Qualifications for technical support level
- 12 months of Customer Service Representative experience or equivalent
- MS Windows XP/Windows 7 and Server 2003 Basic + Advanced
- Active Directory and Policy knowledge
- Basic network infrastructure knowledge
- Anti Virus products knowledge
- ITIL Knowledge if possible
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Technical Support Level Job Description
Job Description Example
Our growing company is hiring for a technical support level. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical support level
- Provide Timely inputs for new project estimations
- Review and Redline Drawings as requested
- Write and Submit ECN’s as required
- Support all areas of Test Engineering as required
- Assemble, Document and Verify Test Equipment, Test Cables and Circuit Card Assemblies
- Alpha and Beta Test Software as required
- Read and Interpret Schematics, Drawings, Technical data sheets and Test plans
- Troubleshoot complex Electronic Circuits using test equipment such as Power Supplies, multi-meters, scopes, signal generators, data loggers…..etc
- Build Proto-type/breadboard Electronic circuit boards
- Generate reports, spreadsheets, parts Lists, schematics and block diagrams
Qualifications for technical support level
- MS Windows 7 and Server 2007 Basic + Advanced
- Enthusiasm for work, industry, application
- Verbal expression skills
- 12 months of CSC experience or equivalent
- Lotus Notes Advanced + Troubleshooting
- SCCM 2007+ RTO & SW mgmt knowledge
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Technical Support Level Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of technical support level. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support level
- Implement and manage the Keepitsafe solution
- Act as escalation point in case resolution, software/network troubleshooting and proactive support services
- Work to meet SLAs
- Deal with third-party vendors to resolve issues where necessary
- Mentor and lead junior members of team
- Run real-time troubleshooting sessions with partners/customers
- Test and reproduce partner/customer issues in Laboratory
- Work on escalations from Level 2 technical support team
- Report Software/Hardware related issues to R&D department
- Troubleshoot and provides initial review/response to identified information technology problems and logs the problems
Qualifications for technical support level
- Minimum of 2 years' experience in providing technical support assistance, preferably in both software and hardware
- At least 1 year experience in Support representative
- Understanding of Multi-vendor enterprise storage technologies including software defined storage, storage virtualization, and network & fabric attached storage devices
- Experience providing technical support or administration for Netapp FAS products
- Knowledge of storage networking SAN/NAS standards and protocols (Fibre Channel, iSCSI, NFS, CiFS)
- Excellent analytics and problem solving skills, especially in Multi-vendor storage products
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Technical Support Level Job Description
Job Description Example
Our company is searching for experienced candidates for the position of technical support level. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical support level
- As part of the support team, perform technical troubleshooting and data analysis to determine root causes of software problems
- Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions
- Analyze and document requirements and rules, enhancements or changes
- Maintains the functionality and efficiency of computer and user objects in an active directory while maintaining correct Organizational Units (OU)
- Prepares desktops and laptops by imaging devices in preparation for deployment and tests them for proper operation, as needed
- Assists with the design and implementation of robust and scalable solutions to establish and maintain desktop hardware and software
- Responds to complex technical issues surrounding desktop/laptop hardware
- Assists with projects by completing assigned tasks and recommending options to project leader in order to meet goals
- Proposes, develops and communicates technical, systems and application standards and ensures compliance with existing standards
- Supports testing and evaluation of new desktop packages and implements prototypes
Qualifications for technical support level
- Experience resolving hardware related requests for storage products
- Willingness to travel internationally on occasion for additional education
- Technical Certification (like A+, Net+)
- Experience troubleshooting/supporting mobile products (Android, IPhone)
- 2 years of experience in troubleshooting network environments IE
- Experience with Windows 2000, Windows XP, Windows 7, and Windows Servers (2000, 2003, 2008)