Job Description for Technical Support Engineer. Job description of a technical support operator Job description of a technical support manager

Technical support engineer provides the functionality of such information systems as computers, cash register programs, cash registers, bank terminals and much more. In this job description, we have outlined the main duties, rights, responsibilities and requirements for an engineer, which will help to establish the effective work of a specialist.

Job Description for Technical Support Engineer

I APPROVED
CEO
Last name I.O. ________________
"________"_____________ ____ G.

1. General Provisions

1.1. A technical support engineer is classified as a specialist.
1.2. A technical support engineer is appointed to a position and dismissed from it by order of the general director of the company upon the recommendation of 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 responsibilities are transferred to another official, as announced in the order of the organization.
1.5. A person who meets the following requirements is appointed to the position of technical support engineer: higher (secondary) technical education, at least one year of experience in similar work.
1.6. A technical support engineer must 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 filing applications for the purchase (replenishment) of consumables necessary to ensure the operation of the system;
- rules for storage and operation of automation systems, communications, labor rules and regulations, safety precautions, fire protection and regime rules;
- operation of all operating systems and application software used on equipment on the network.
1.7. A technical support engineer is guided in his activities by:
- legislative acts of the Russian Federation;
- The company’s charter, internal labor regulations, and other regulations of the company;
- orders and instructions from management;
- this job description.

2. Job responsibilities of a technical support engineer

A technical support engineer performs the following job responsibilities:

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

3. Rights of a technical support engineer

A technical support engineer has the right to:

3.1. Check compliance with the rules for storage and operation of a complex of automation equipment, monitor their use for their intended purpose.
3.2. An engineer may require superior management to provide the necessary conditions for the performance of the duties assigned to him, as well as the information necessary to perform the assigned functions.
3.3. Make independent decisions on issues of your competence.
3.4. Participate at any level in discussions and resolution of any issues relating to the planned, functional and job responsibilities of the engineer
3.5. Sign all documents relating 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 failure to fulfill one's job duties as provided for in 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.

I. General provisions

This instruction applies to a technical specialist in the information technology department of an enterprise and is developed in accordance with:

Qualification directory for positions of managers, specialists and other employees.

Resolution of the Ministry of Labor and Social Development of the Russian Federation dated August 21, 1998 No. 37 (as amended on 01/02/00).

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 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 boss

information technology support department.

1.5.The main performance indicators are:

1.5.1. organization of uninterrupted operation of peripheral equipment:

printers, multifunctional devices, print servers, faxes, telephones,

scanners, copiers, monitors, keyboards, mice, etc.;

1.5.2. Restoring the functionality of IT hardware and equipment within the time limits specified in the “Access Level Agreement”;

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 a procurement budget for the month, no later than the 25th day of each month;

1.5.7. Formation of a procurement budget for the week, no later than Wednesday of each week.

II. Job responsibilities

Technical Support Specialist:

2.1. Supports the operation of user workstations.

2.2. Conducts routine maintenance of equipment.

2.3. Monitors the performance of software on user 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 shared network resources, including folders, files, and printers.

2.7. Plans and implements a strategy to audit network events to detect and resolve security violations. Manages resources and controls their use.

2.8. Schedules and performs regular backups to ensure rapid recovery of critical data.

2.9. Plans, creates, and maintains user and group accounts to ensure that each user can log on to the network and have access to needed resources.

2.10. Monitors the standardization of software and equipment 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 requests for maintenance of services (Help Desk). Performs them according to established regulations.

2.12. Maintains equipment records in 1C in accordance with established regulations. Conducts inventory according to department orders.

2.13. Moves equipment between employees, warehouses and branches.

2.14. Accepts applications for the purchase of equipment (“IT Application”). Checks that they are filled out correctly and that the necessary approvals are available.

2.15. Installs, configures, and 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 mathematics. provision

2.17. Brings his innovations, comments and suggestions regarding the work of the IT department to the head of the IT support department.

2.18. Plans his work and reports promptly to the head of the IT support department.

2.19. Carry out orders from the Head of the IT Department and the Head of the IT Support Department.

2.20. Coordinates work plans with the head of the IT support department.

2.22.Improves the computer literacy of company employees. Participates in the development of instructions and training of company employees.

A technical support specialist has the right to:

3.1. Get acquainted with the draft decisions of the enterprise management concerning its activities;

3.2. Submit proposals for improvement of work related to the responsibilities provided for in this instruction for consideration by management;

3.3. Demand and receive information and documents from all structural divisions of the enterprise on issues within its competence;

3.4. Require the management of the enterprise to provide assistance in the performance of their official 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 one’s job duties as provided for in this job description, within the limits determined by the current labor legislation of the Russian Federation.

4.2. For committing an offense in the course 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 current rules and instructions, as well as the use of information by department employees for non-official purposes.

I APPROVED

Executive Vice President

All-Russian Association of Employers "Russian Union of Industrialists and Entrepreneurs"

D. V. Kuzmin

JOB DESCRIPTION

technical support operator

Divisions "Standard Technologies"

1. General Provisions

1.1. This job description defines the functional, job responsibilities, rights and responsibilities of the technical support operator of the “Standard Technologies” division (hereinafter referred to as the Technical Support Operator) of the All-Russian Association of Employers “Russian Union of Industrialists and Entrepreneurs” (hereinafter referred to as the Institution).

1.2. A person who meets the following education and training requirements is appointed to the position of technical support operator:

1.3. The technical support operator must know:

1.4. A technical support operator must be able to:

1.5. The technical support operator is appointed and dismissed by order of the Executive Vice President of the Institution in accordance with the current legislation of the Russian Federation.

1.6. The technical support operator reports to the executive vice president of the Establishment and the head of the “Standard Technologies” division

2. Labor functions

3. Job responsibilities

4. Rights

The technical support operator has the right:

4.1. Request and receive the necessary information, as well as materials and documents related to the activities of the technical support operator.

4.2. Improve your qualifications, undergo retraining (retraining).

4.3. Enter into relationships with departments of third-party institutions and organizations to resolve issues within the competence of the technical support operator.

4.4. Take part in the discussion of issues included in his functional responsibilities.

4.5. Make suggestions and comments on how to improve activities in the assigned area of ​​work.

4.6. Contact the relevant local government bodies or the court to resolve disputes arising during the performance of functional duties.

4.7. Use information materials and regulatory documents necessary to perform your job duties.

4.8. Pass certification in the prescribed manner.

5. Responsibility

The technical support operator is responsible for:

5.1. Failure to perform (improper performance) of one’s functional duties.

5.2. Failure to comply with the orders and instructions of the Executive Vice President of the Institution.

5.3. Inaccurate information about the status of fulfillment of assigned tasks and instructions, violation of deadlines for their execution.

5.4. Violation of internal labor regulations, fire safety and safety rules established in the Institution.

5.5. Causing material damage within the limits established by the current legislation of the Russian Federation.

5.6. Disclosure of information that has become known in connection with the performance of official duties.

For the above violations, the technical support operator may be subject to disciplinary, material, administrative, civil and criminal liability in accordance with current legislation, depending on the severity of the offense.

This job description has been developed in accordance with the provisions (requirements) of the Labor Code of the Russian Federation dated December 30, 2001 No. 197 FZ (Labor Code of the Russian Federation) (with amendments and additions), the professional standard “Technical support specialist for information and communication systems” approved by order of the Ministry Labor and Social Protection of the Russian Federation dated October 5, 2015 No. 688n and other legal acts regulating labor relations.

The required level of technical preparation of production, increasing production efficiency and labor productivity, reducing costs (material, financial and labor), rational use of production resources, high quality of work or services, in accordance with technical conditions; effectiveness of decisions, timely and high quality; preparation for technical operation, repair and modernization of equipment, ensuring high quality; provides technical support to customers for the smooth operation of equipment and software. 2.2. Analyzes the reasons for customers seeking technical support, makes proposals for changing user instructions and the capabilities of equipment and software products. 2.3. Prepares equipment for startup, checks the operation of individual devices and components, monitors parameters and reliability of connections.

Job Descriptions

A technical support engineer must know: - regulations, 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 sets of tasks solved in the system; - a set of system automation tools ;- the procedure for filing 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, communications, labor rules and regulations, safety precautions, fire protection and operating rules; - operation of all operating systems and application software used on equipment in the network.1.7.

Job description of technical support specialist

Organizes the user's workplace. 369.2.9 Transfers user information from one media to other media (copying information onto media that can be taken outside the territory of XXX is carried out only after agreement with the security department). 369.2.10 Assembles the PC. 369.2.11 Draws up regulatory documents within its competence. 2.2.12 Notifies responsible DIT employees about problems that have arisen; 2.2.13 Takes part in the work of the Ad Hoc Working Group, within its competence. 2.2.14 Makes proposals for optimizing the processes of providing IT services for consideration by the group leader. 2.2.15 Carry out instructions from the group leader within his competence. 2.2.16 Records work being performed in the HP Open View Service Desk system.

Ensures the functioning of the complex of automation tools entrusted to him in all modes of system operation in accordance with the established regulations, including: - functioning of software and hardware; - functioning of the local computer network; - functioning of telecommunications and communications; - functioning of the video surveillance system; - functioning of fire and security alarm systems; - analysis and elimination (within established powers) of 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 system-wide and special software and data. 2.2.

Job Description for Technical Support Engineer

Attention

Require the creation of all conditions for the performance of job duties provided for in these instructions. 3.9. To get acquainted with the decisions of the Company's management concerning its activities and make proposals for improving work related to the responsibilities provided for in these instructions.

Job Description for Technical Support Engineer

Fixes and/or eliminates detected deviations. 2.4. Makes corrections to equipment operation. 2.5. Monitors the operating conditions of equipment and its technical care.
2.6. Consults managers and specialists of the Company, clients. 2.7. Gives conclusions on the features of expanding the capabilities of equipment. 2.8.

Important

Maintains all necessary technical support reporting. Prepares all necessary documentation. 2.9. Performs individual official assignments of the head of the commercial department.

Example of a job description for a technical support specialist

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.

Safety and non-distribution of official information placed at his disposal.4.3. High-quality and timely fulfillment of the duties assigned to him by this job description.4.4.

Info

Failure to fulfill one's functional duties.4.5. Inaccurate information about the state of the work performed by him. 4.6. Failure to comply with orders, instructions and instructions from the director of the enterprise.4.7.

Glavbukh-info

For failure to comply with internal labor regulations, safety regulations and fire safety regulations. 5. For damage or careless attitude to 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-compliance with 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 hours: 1. The working hours of a technical support specialist for users are determined in accordance with the Internal Labor Regulations established by the Company.

2. This job description is drawn up in two copies, one of which is kept by the Company, the other by the employee. 3.
Rights The technical support engineer has the right to: 3.1. Check compliance with the rules for storage and operation of a complex of automation equipment, monitor their use for their intended purpose. 3.2. Require senior management to provide the necessary conditions for the performance of the duties assigned to them, as well as the information necessary to perform the assigned functions. 3.3.Make independent decisions on issues of your competence. 3.4.Participate at any level in discussions and resolution of any issues relating to the planned, functional and job responsibilities of the engineer. 3.5.Visify all documents relating to the planned, functional and job responsibilities of the engineer. 4.

Technical support engineer job description sample

Receive from the management of the enterprise, heads of functional departments and IT manager all the information necessary to perform official duties (decrees, instructions, orders, methodological, regulatory and other guidance materials, database files) and demand the provision of the necessary technical means (computer equipment, communications equipment, etc.) .p.).3.2. Take part in meetings and seminars on issues within his competence.3.3. Prepare and submit proposals for improvement of computer and organizational equipment to management for consideration. 3.4. Give management proposals for the acquisition (modification) of software. 3.4. Enter into relationships with third-party institutions and organizations to resolve operational issues of production activities.4. RESPONSIBILITY.
Carries out modernization of IT equipment, including: · increasing the amount of RAM; · installation and/or replacement of a hard drive; · installation and/or replacement of the motherboard; · installation and/or replacement of the processor; · installation and/or replacement of a network card; · installation and/or replacement of a video card; · installation and/or replacement of a sound card; · replacement of the power supply; · replacing the battery in the UPS; · installation and/or replacement of the drive. 369.2.5 Provides maintenance of SCS, which includes: · switching of network sockets; · network setup; · creating a computer account in the domain; · setting up email; · setting up Intranet and Internet. 369.2.6 Installs new PCs and other IT equipment (projectors, shredders, scanners, radio terminals, cash registers, printers, UPS), as well as their reconnection. 369.2.7 Replaces faulty equipment.

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

Responsibilities

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

The buyer feels that they really care about his comfort, and not just want to sell the product. In organizations, such a service is provided on a paid or free basis. A technical department specialist works via the Internet, answers phone calls, e-mails, and online help services on the company’s website. Special tools are also used to register applications and monitor their processing. Large companies create their own support services, with the help of which problems are solved not only for clients, but also for all staff.

Purpose

Each company will have different features of organizing its support service. Still, a lot here depends on the scope of activity and the characteristics of the product provided. The methods of providing assistance may be different, but the ultimate goal is always the same - to eliminate emerging problems and provide clients with the required information. There are centralized, virtual and local support options. External and internal (which is especially typical for large companies) clients are discussed. Nowadays, consumers should be able to quickly resolve all their issues. Otherwise, the product can be considered defective, and the client will no longer contact a store that is not able to provide normal support for its product. Users prefer those suppliers who 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 these purposes. Making an application by phone is quite easy and does not take much time. In large enterprises there are several levels of assistance.

To begin with, the user contacts the technical service via a call or email. A technical support specialist registers a request, provides the necessary services, provides information, or, if there is a lack of knowledge or skills for this, transfers the request to second-line workers, monitoring the process of its implementation. If they do not find a solution to the problem, they involve system administrators, experts in working with special equipment, etc. Although, ideally, a specialist himself should have such a range of skills and abilities that will allow him to serve the client in a minimum period of time.

Methods of providing assistance

The technical equipment specialist provides advice and assistance on various schemes. For example, on call. In this case, the client pays for the materials used during the work and for the time spent by the master. Many people are also familiar with the warranty that is issued when purchasing equipment in stores. This document demonstrates the possibility of providing free troubleshooting assistance for a specific, pre-agreed time. There is also the concept that services provided in the future are agreed upon and paid for in advance. For example, a support worker can conduct regular monitoring, provide information, and go to the site to solve problems that have arisen there.

Helpdesk during the exam

With the development of technology, new computer knowledge assessment systems began to be used. To monitor their correct and efficient operation, support workers are involved. Each technical specialist at the PPE (examination point) undergoes training. This person begins his duties by order of the Ministry of Education. Also, regarding his appointment, coordination is carried out with the head of the commission that controls the knowledge assessment. Technical specialists are lower in the job hierarchy in relation to the heads of specific points and members of the commission.

Selection criteria

In order to take up this position, you must 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, and fire safety technology. Skills in working with the software used during the exam are also required. Technicians thoroughly know how to use video surveillance devices and anti-virus programs on a computer. They know how to install application software. They are entrusted with the task of providing technical and information assistance to the organizers and managers of the knowledge assessment site. They check the software two hours before the start of the exam. After its completion, the technical support specialist must stop the operation of the CCTV cameras, copy the materials recorded in the corridors and near the entrance. They keep a special log reflecting data on access to the PAK.

Providing safety information

An important aspect in the work of each enterprise is training in labor protection and fire safety. The skills acquired will help you avoid casualties in the event of an emergency. A fire technical specialist is a person who conducts instruction, as a result of which management and workers will receive the necessary amount of knowledge to ensure the ability to prevent danger or behave correctly in a situation where people’s lives are threatened. He explains how to use a fire extinguisher, what to do in case of fire and other emergencies, and talks about which materials are characterized by increased flammability. Technical specialists can conduct training without interrupting personnel from production processes or separately, focusing all their attention on the issues at hand. 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 other employees.

Knowledge is power

Help desk is an important structural element of any organization. It is thanks to the efforts of its employees that the impression of the company’s service level is created. Training technical specialists is an important task for every manager, since they will subsequently work on his behalf and create a reputation for the entire enterprise. Of course, employees must have enormous knowledge and excellent skills that allow them to solve problems of varying complexity. Situations should not arise where it is simply impossible 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 technicians are trained to provide them with all the necessary troubleshooting techniques. For this purpose, regular training seminars are held. Such events are useful for enterprises of different sizes and areas of activity. They help maintain high qualifications of employees.

Learning process

When it comes to technology, one acquires the skills to properly assemble and install a tool and repair it. Information about operating modes is provided. The knowledge of more experienced workers is transferred to novice specialists. Typical problems that arise during the operation of equipment are considered, and the most rational ways to eliminate them are provided. It is important to note that work in the support service is not limited to repairing and installing various mechanisms. This is also communication with people, which is considered an equally subtle 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 special lectures. A program for their implementation is being created. It includes the most important topics covered during training. The manager of the enterprise must familiarize himself with the program and sign it. Special hours are allocated for classes and seminars. Thanks to such events, the qualifications of technical specialists are improved. The acquired knowledge becomes a reliable foundation for further work. It becomes possible to process requests more quickly, spending less time identifying the causes of the problem and moving directly to its elimination. The same employees who provide information will receive fresh and useful data in a timely manner.