Tier Support Job Description
Tier support
provides tier 1 and 2 support for all Windows based systems and services (Exchange, Skype for Business, SharePoint, AD, DNS, DHCP).
Tier Support Duties & Responsibilities
To write an effective tier support job description, begin by listing detailed duties, responsibilities and expectations. We have included tier support job description templates that you can modify and use.
Sample responsibilities for this position include:
Troubleshootesolve store network connectivity issues related to DSL\T1, Cisco routers, Juniper routers and vendor DSL equipment
Moving equipment (desktops, phones, racks, cables, routers, switches, servers)
Manage the Tier II engineers and our Incident Manager to ensure issues are thoroughly researched and resolved, root cause or work-arounds are documented, and that unresolved issues are escalated in a timely manner
Coordinate with Product, Engineering, and Service to facilitate the continual improvement on processes and technologies so that issues can be resolved quickly by users or Tier I staff
Communicate customer needs and product improvements to our product management staff
Own and actively shape our support systems- namely issue tracking, escalation, resolution, and reporting
Work with the Incident Manager to provide on-going service and quality KPIs to executive team members
Create demonstration applications in the lab environment for all new and lesser used features of the Genesys platform
Provides technical support to the organization's on-site and off-site users of computer applications and hardware (e.g., PCs, servers, network)
Coordinates and leads the installation, configuration, and upgrade of computer hardware and software
Tier Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Tier Support
List any licenses or certifications required by the position: IAT, ITIL, MCSA, CCNA, III, II, ITSM, CCNP, MCSE, HDI
Education for Tier Support
Typically a job would require a certain level of education.
Employers hiring for the tier support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Engineering, Associates, Computer, Business, Information Technology, Networking, Communication
Skills for Tier Support
Desired skills for tier support include:
Coding
JavaScript - big advantage
Python
Field of Customer Relations
Operating systems software
DNS
Machine architectures in a Windows environment
Power Point and Excel
Client and server operating systems
MS Office products: Word
Desired experience for tier support includes:
Previous work-related experience with the Android Operating Systems
Proven excellence in understanding the technical fundamentals of the Internet
Genesys engineering certifications
Experience working with Genesys reporting tools, including ICON/InfoMart
Experience with global Genesys deployments
Experience with SAS Platform (SAS code, formats, datasets), ETL (DIS, SSIS, Microstrategy), and ESB/Biztalk would be an asset
Tier Support Examples
1
Tier Support Job Description
Job Description Example
Our company is looking for a tier support. 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 tier support
- Provides guidance and supervision to lower level technicians
- Some shift work or after-hours may be required
- Communicate critical updates to stores, IS teams and senior management via both written and verbal formats
- Provide Tier 1 with direction & training on technical issues
- Accept escalated issues from Tier 1 staff for resolution\escalation
- Manage Priority 1 bridges for critical issues and collaborate with multiple IS teams and vendors on conference bridges until resolution of issues
- Answer incoming support calls as needed
- Troubleshootesolve store hardware issues related to IBM POS, IBM POS printers, Veriphone devices, Windows mobile PDA’s, Zebra wireless printers
- Actively contribute to ongoing process improvement via KB document creation
- Collaborate with other IS staff to recreate problems in a test environment
Qualifications for tier support
- Proven experience with leading a technical team of 5 or more staff
- Proficient understanding of customer support fundamentals and good practices for incident management and escalation
- Experience working with a master data management (MDM) or data quality application, such as SAS Dataflux, would be an asset
- Minimum 3 years’ experience in desktop or network support, using Windows 2007 and Microsoft Office 2012/2013
- Experience supporting TN3270 emulation software
- Familiarity with COBOL
2
Tier Support Job Description
Job Description Example
Our growing company is hiring for a tier support. 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 tier support
- Perform store visits (when necessary) for issue resolution and project
- Accept walk-up and e-mail requests directly from contact center staff support requests through a ticketing system
- Perform pro-active monitoring of systems including servers, circuits, and network components
- Resolve issues if possible without escalation
- Escalate issues to Internal Tier III or external support vendors as needed
- Perform application and system patching and upgrades
- MAC activity (Moves, Adds, and Changes) as needed to phones, campaigns, dialing lists, teams, Agents and Supervisor desktops/desktop settings, screen pops, recorded calls, email boxes,Toll-free advanced feature routing changes and others as assigned
- Designing and building new IVR call flows or modifying existing call flows
- Engage with the customer and other support team members to gain an understanding of the customer’s environment, contract and goals
- Monitors systems for efficient operation and system availability
Qualifications for tier support
- 2+ years previous experience in a technical support or delivery role
- Cisco Finesse support experience
- Previous experience participating in Security Audits
- IIS web server management and support
- 2+ years of related experience supporting IT operations
- Experience with Microsoft System Center suite of products
3
Tier Support Job Description
Job Description Example
Our company is searching for experienced candidates for the position of tier support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for tier support
- Provide user support and customer service on classified computer applications and platforms
- Prepare metrics indicating the quantity of calls/emails responded to the types of issues in order to view trends
- Develops and monitors all performance objectives including technical support and customer service to ensure compliance with company philosophy and business goals
- Identifies and establishes changes to the tools, processes, or training needed to improve the technical support and the overall
- Execute simple to moderately complex SQL queries and analyze results
- Manipulate data in and prepare reports using Microsoft Excel spreadsheets
- Provide accurate and timely logging of issues in the bug tracking system (JIRA)
- Interact with internal and external users to obtain and convey concise problem information in a professional manner by phone, email, and in person
- Learn the platform in great detail, so you are the world's expert in the eyes of the customer
- Act as a first response point of contact - you're the person that answers the phone when a customer calls in needing help or answers an email when setting up broadcasts and replays
Qualifications for tier support
- Microsoft Server management and configuration
- Lync 2013 Unified Communications experience
- 3-5 years’ experience with Point of Sale (POS) technology required
- 2+ years Help Desk\ Network Operations Center experience required
- 1-2 years’ experience as a Tier II in a Help Desk\ Network Operations Center preferred
- Experience supporting IBM POS hardware preferred
4
Tier Support Job Description
Job Description Example
Our growing company is hiring for a tier support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for tier support
- Support our cutting edge software platform in our day to day operations, working closely with the rest of the support team for contiguous data flow and quickest response times
- Provide technical support to Nokia-Gainspeed customers via phone or email for the Nokia-Gainspeed product solution
- Resolve product defects/bugs with engineering teams where applicable, facilitate customer-enhancement requests
- Provide overall, day-to-day business support for leaders via phone, e-mail, and face to face
- Travel and support training events once or twice a quarter
- Manage set up, registration, volunteers, and tear down of event sales table at training events
- Hold on-site feedback interviews with field leaders before events
- Provide one-on-one or group compensation plan training with field leaders
- Propose and support the development of professional tools for the field
- Participate in proactive feedback programs to better serve leaders within assigned region
Qualifications for tier support
- Experience supporting SAP POS and\or POS applications in a retail environment
- Experience supporting Microsoft operating systems and applications
- Must have superior communications skills, both verbal and written, and be able to convey complex issues in a concise manner via e-mail and other written formats
- MCSE\CCNA path preferred, but not mandatory
- Associate or Bachelor degree from a college or university preferred, but not required
- Must be organized and capable of tracking/managing multiple issues simultaneously
5
Tier Support Job Description
Job Description Example
Our innovative and growing company is hiring for a tier support. 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 tier support
- Boost team with solid and consistent corporate leadership and support to the field
- The HR Support Specialist will work closely with HR Business Partners to provide support and ensure there is continuous focus on timeliness, accuracy, efficiency, effectiveness, customer service and quality
- It’s a mandatory requirement to learn, have a full and thorough understanding of all systems used by the Employee Care Center
- Providing initial response and basic troubleshooting for customer related issues in adherence to departmental policies and procedures
- Take initial customer calls and provide basic support, dispatching support to Tier II, as necessary
- Open, track, and close all trouble tickets, ensuring issues are accurately documented
- Prepare and distribute a variety of metrics reports (e.g., application performance, application errors, trouble tickets, ), as requested by supervisor
- Assist in Delivery owned tool functionality, Downstream interface linkages (revenue, Order Credit, etc), Follow Change Management process as required
- Maintain an accurate record of activities using JIRA
- Work on day-to-day incidents for our home office and international associates
Qualifications for tier support
- The ability to work a flexible and/or a rotating schedule
- Linguistics Major
- Familiarity with SQL Server 2008 or 2012
- VMware and Hyper-V support experience
- Cisco CUCM and Cisco UCCE/CVP experience
- Support of AVTech Environmental Monitoring equipment