1) Level 0: Support Engineer
Give desktop support. Helping users solve their technical queries. This support level receives inbound requests through channels like phone, Web forms, email, chat etc.
- L 0 support typically includes individuals that have very limited technical expertise.
- L 0 support logs, categorizes, prioritizes, tracks and routes (1) incidents reported by users (2) alarms raised by monitoring tools. L 0 is intended to be the first to acknowledge an incident.
- L 0 engineers can implement basic documented break-fix tasks.
- Level 0 support engineer have no prior experience. They are just beginners.
2) Level 1: Support Engineer
Installing operating systems and troubleshooting.
- These technicians have more experience than L 0 support technicians and manage incidents raised by the L 0.
- L 1 technicians follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management etc.
- They should have prior experience of two or more years.
3) Support Engineer
Also known as technical support engineers, they keep computer network up-to-date, interact with vendor and perform tasks on desktops. Address customer questions and concerns regarding company’s various products. This job also involves answering incoming calls from customers and troubleshooting technical problems. In addition to addressing customer inquiries, concerns and suggestions, support engineers also focuses on issues brought up by other departments within their company such as sales, manufacturing and operations. They may work in a variety of industries from healthcare to telecommunications. Support engineers serve as experts in the products that their company manufactures and develops.
Job duties may include:
- Filing reports regarding product problem.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Managing and processing customer orders.
- Walking customers through solutions.
- Reviewing product change requests.
- Learning about product updates and new technologies.
- Provide prompt and accurate feedback to customers.
- Prepare accurate and timely reports. Ensure proper closure of all issues.
4) Network administrator
Sometimes called as a system administrator, is responsible of keeping the company’s computer network up-to-date and running smoothly. Responsible for designing, organizing, modifying, installing and supporting company’s computer systems. Designs and installs LANs, WANs, Internet and intranet systems and network segments.
This type of work may include:
- Network monitoring.
- Testing network for weakness.
- Keeping an eye out for necessary updates.
- Installing and implementing security programs.
- In many cases checks e-mail and Internet filters.
- Evaluating implementing network.
5) Senior analyst
Coordinating with other departments and updating the entire network with critical changes. Strategise complex requirements of company’s development systems. Also responsible for defining, developing, configuring and supporting computer applications.
This type of work may include:
- Implementation, support and inventory control of applications used.
- Develops and implements the most efficient and cost-effective solutions.
- Evaluates system specifications for business requirements.
- Develops and prepares computer solutions.
- Works closely with management to prioritize business goals and information needs.
6) I.T. Manager
Analyze, design, test and evaluate network systems. I.T. manager is responsible and accountable for the smooth running of our computer systems within the limits of requirements, specifications and costs. Supervise the implementation and maintenance of company’s computing needs.
Job duties may includes-
- Manage information technology and computer systems.
- Plan, organise, control and evaluate I.T. and electronic data operations.
- Design, develop, implement and coordinate systems, policies and procedures.
- Ensure security of data, network access and backup systems.
- Act in alignment with user needs and system functionality to contribute to organizational policy.
- Manage staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
- Identify problematic areas and implement strategic solutions in time.
7) General Manager I.T. and IMS
These are highest positions in the company. General Manager basically has Supervisory responsibilities, introducing strategic I.T. initiatives and adding new technologies. Responsible for overseeing and managing company’s information technology projects. Coordinates project phases from development to installation. They also-
- Develop requirements, outlines, budgets and schedulers for information technology projects.
- Oversee all phases of project from conception to completion.
- Assist with upgrading information security.
- Manage team of consultants, programmers, developers and analysts.
- Ensure project is completed within budget and on time.
- Manage projects through project lifecycles of initiation, planning, execution and closure.
- Develop work-breakdown structures.
- Develop project tracking and variance reports.
- Assemble risk management plans and work effort documents.
- Create project documentation.
- Provide risk assessment.
- Review estimates.
- Assess new opportunities.
- Prepare proposals.
- Flag potential issues.
- Manage multiple vendors.
- Utilize in-depth technical knowledge and business requirements to design and implement secure solutions to meet customer needs while protecting the corporation’s assets.
- Develop security standards, procedures and guidelines for multiple platforms.