Technical support operator job description. Technical support engineer job description sample Technical support manager job description

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Reference

Technical support or user support specialist (enikeyschik) is a computer specialist, usually an assistant system administrator, who helps users in situations of "press any key to continue" ("press any key to continue").

Description of activity

The activity of a technical support specialist is work in a technical support service (Technical support, Helpdesk, Service desk) or a service structure that resolves user problems with computers, hardware and software. The technical support service at each enterprise can be built in a variety of ways (meaning the implementation of support processes). There are several support service models: centralized, local, virtual. The technical support service can be organized both in order to serve external customers (outsourcing of computer maintenance) and internal ones (a division of the IT department in large enterprises).

Wage

average for Russia:average in Moscow:average for St. Petersburg:

Job responsibilities

The specialist's duties include working with UNIX and other networks, servers, internal corporate IT systems. The main duties of a technical support specialist (helpdesk) are consulting users on information technology issues, solving user problems related to the operation of office equipment, as well as initial network administration.

Features of career growth

Career growth for a technical support specialist is possible within the department. In large departments there is a system of ranks. The higher the rank, the higher the requirement and load, respectively, the higher the salary. Developing in the administrative direction, a technical support specialist can be promoted to a manager.

Employee characteristic

A technical support specialist must have good communication skills, purposefulness, quick learner, responsibility, attentiveness. Often in the work you have to master new programs and equipment. This requires the skill of self-learning. It is very important to have good communication skills, this will help to find a common language with users, quickly solve their problems. In large companies, technical support specialists can provide staff training, which requires certain pedagogical skills.

1. Respond to problems (falls) of the web server server/services and fix them.
2. Solve problems related to the performance of web server services (Mail, MySQL, Apache, FTP).
3. Provide customers 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 (client hosting account data from backup) in case they are lost due to our fault (for example, failure of server hard disks).
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 announcements in the billing, about changes in server settings, software updates and planned technical work.

The responsibilities of technical support do not include the following tasks:

1. Install / configure the script, etc., if the client himself is not able to configure them. In this case, technical support answers will be advisory in nature.
2. Provide technical support to persons who are not our customers.
3. Make server settings on shared hosting according to the personal requirements of the client. If it is necessary to expand hosting capabilities, the client can purchase a separate VPS server.
4. Set up the system / software on the client's computer, as well as provide training in working with the computer and programs.
5. Answer questions that do not carry a semantic load, and are also 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.

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 the device of a 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. Assist in the selection of software required by the company to best meet its needs. Perform work on installing and configuring programs and software tools approved by company policy. Establish new jobs and carry out the transfer of existing ones. Set up PCs and PDAs, test, identify and troubleshoot computers and copiers. Create and configure telephone numbers. Keep records of the reception / issue of equipment belonging to the IT department. To carry out the purchase and accounting of consumables 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, instructions 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 company officials within his competence. A user technical support specialist works in a technical support team 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 of confidential information, documentation (trade secrets) about the company 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

APPROVE:
Director of LLC ""

_______________
"____" _____________2003

JOB DESCRIPTION
technical support engineer.

1. GENERAL PROVISIONS.

1.1. This job description defines the functional duties, rights and
Responsibility of the technical support engineer.
1.2. The technical support engineer is appointed to the position and dismissed from the position in accordance with the procedure established by the current labor legislation by order.
1.3. The Technical Support Engineer reports directly to .
1.4. A person with a professional higher education and work experience in the specialty is appointed to the position of a technical support engineer.
1.5. The technical support engineer must know:
- resolutions, orders, orders, other governing and regulatory documents;
- the structure of the enterprise;
— computer and organizational equipment;
— technical requirements and operating instructions for domestic and foreign electronic computers;
— technology of using 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 for software tools used in the enterprise.
2.2. Examines the software market and issues recommendations for the acquisition and
implementation of system and application software.
2.3. Participates in the development of proposals for the choice of computer equipment.
2.4. Performs programming.
2.5. Provides methodological assistance to departments of the enterprise. Provides consultations to employees of the enterprise on the use of software.
2.6. Makes quick decisions on problems that have arisen during the operation of computer and organizational equipment.
2.7. It studies the causes of failures and violations in the operation of computer and organizational equipment, develops proposals and makes decisions on their elimination and prevention, on improving the quality and reliability of these facilities.
2.8. Ensures the safety of information and prevents its unauthorized distribution.
2.9. Provides control over the use of technical means, compliance with the rules of operation, safety and fire protection.
3. RIGHTS.

The technical support engineer has the right to:
3.1.. Receive from the management of the enterprise, heads of functional departments and the IT manager all the information necessary for the performance of official duties (decrees, orders, orders, methodological, regulatory and other guidelines
materials, database files) and require the provision of the necessary technical means (computer technology, communications, etc.).
3.2. Participate in meetings and seminars on topics included in its
competence.
3.3. Prepare and submit to the 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.

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 official information provided at his disposal.
4.3. High-quality and timely performance 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, instructions and instructions of the director of the enterprise.
4.7. Failure to take measures to suppress the identified violations of safety regulations, fire safety 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 mode of operation of a 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 may go on business trips (including local ones).
5.3. To ensure his activities, the technical support engineer is given the right to sign documents on issues that are part of his functional duties.

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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 functioning 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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