What a Technical Support Engineer Should Know. Job description of a technical support engineer. Rights of a technical support engineer

This job description defines functional responsibilities, rights and responsibilities of a technical support specialist

A sample job description for a specialist in the IT service and material support department of information technology management

I. General provisions

The present Job description determines the areas of activity, job responsibilities, rights, responsibilities and relationships of the Specialist of the Department of IT Service and material support of the Department information technologies.
The Specialist of the IT Service and Procurement Department (hereinafter referred to as the Specialist) is directly subordinate to the Head of the IT Service and Procurement Department.
Reception, appointment and dismissal of the Specialist is carried out by the Order of the Chairman of the Board after the approval of the candidate in the prescribed manner.
In his work, the Specialist is guided by the following documents:
- Legislation of Ukraine;
- the Charter of the Company;
- long-term plan development of the Company;
- Orders, orders and instructions of the General Director of the Company;
- Rules of internal work schedule Companies;
- Working Regulations regulating the implementation of the main functions of the Information Technology Department and the IT Service and Logistics Department;
- Instructions for conducting office work;
- Regulations on the Department of Information Technologies;
- This Job Description.
The specialist must know and use in his work:
- Basic network technologies;
- Operating systems of the Windows family;
- Construction principles information systems;
- Principles of construction of communication systems;
- Rules and norms of labor protection, safety measures, industrial sanitation and fire protection.
The specialist must have the following skills:
- Use of PC and application programs;
- Technical user support;
- Repair and maintenance of computer and office equipment.
For the position of Specialist technical support and communications, a person is appointed who has at least 1 year of work experience in the field of computer information technology.

_________________________________________________________________.

II. Job Responsibilities

Carry out current and prospective tasks of the Department.
Provide operational support to users.
Ensure operability or quick replacement of user equipment.
Develop proposals for the formation of plans for the long-term development of the Department.
Timely and efficiently perform their duties, tasks and functions of the Department.
When organizing technical support work structural divisions Companies to ensure their efficient operation in the local electronic network Specialist is obliged to:
- Perform work on servicing users of the Company's local electronic network in the prescribed manner.
- Control the operation of public office equipment (printers, copiers) and promptly take measures to repair it and supply consumables.
When organizing work to provide the structural divisions of the Company with the necessary computer, copier and other electronic office equipment, the Specialist is obliged to:
- Carry out work on the analysis and generalization of the needs of the structural divisions of the Company in computer, copier and other electronic office equipment.
- Develop proposals on the quality, quantity, composition and configuration of equipment necessary to automate the work of the Company's structural divisions, and submit them for consideration by the Company's management.
- Provide computers and copiers for the workplaces of the Company's employees in the prescribed manner.
- Organize the execution of work maintenance computer equipment and copiers of the Company in the prescribed manner.
- Perform work on the modernization of computer equipment in the prescribed manner.
- Perform selective control over compliance with the rules of operation by users of computing, copier and other electronic office equipment.
When organizing work to provide the Company with telephone and other electronic communications, the Specialist is obliged to:
- Provision of technical assistance and advice to the branches of the Company in organizing communications.
- Provide connection of telephone equipment to end users.
_________________________________________________________________.
_________________________________________________________________.

III. Rights
The specialist has the right:

Get acquainted with the draft decisions of the Company's management regarding the activities of the Department.
Make proposals for improving the work related to the duties provided for in this Job Description.
Make proposals for the development of documents regulating the activities of the Department, in the prescribed manner.
Develop draft contracts and submit for approval to the Company's management.
In case of violation of the rules for the operation of hardware and software, raise the issue of taking disciplinary and other measures and sanctions against the perpetrators;
Receive functions and access rights to information when working with a corporate automated information system, as defined by the "Instructions for ensuring the safety of trade secrets".
Do not fulfill requests given orally without written or electronic approval from the head of the Information Technology Department.
_________________________________________________________________.
_________________________________________________________________.

IV. A responsibility

Control over the fulfillment of the duties assigned by this instruction to the Specialist is carried out by the Head of the IT Service and Material Support Department and / or the Head of the Information Technology Department.
overlay disciplinary action for poor-quality, untimely or dishonest performance of their duties is carried out on the basis of the order of the General Director.
In accordance with the distribution of rights and obligations established by this Job Description, the Specialist shall be disciplinary liable for:
- Improper or untimely performance of their official duties provided for by this Job Description within the limits determined by the current labor law Ukraine;
- Offenses committed in the course of carrying out their activities;
- Causing Company material damage- within the limits determined by the current labor, criminal and civil legislation of Ukraine;
- Failure to comply with the decisions taken by the Company's management bodies on issues within the competence of the Specialist;
- Failure to comply with the instructions and instructions of the General Director and senior management regarding the activities of the Specialist;
- Disclosure of trade secrets;
- Disclosure confidential information, which became known in the process of official activity;
- Inaccuracy of information provided at the request of the Company's management, as well as at the request of employees of other structural divisions of the Company, except for cases related to the participation of the Company's Internal Security Service.

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

Responsibilities

A technical support specialist helps the customer solve a problem or question that he might have in the process of using the product. In many companies, it is customary to consider the good alignment of this mechanism as 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 particular 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 gratuitous basis. The technical department specialist works via the Internet, answers phone calls, email, online help services on the company's website. Special tools are also used to register applications and track their processing. In large companies, they create their own support services, with the help of which problems are solved not only for customers, but for the entire staff.

Purpose

Every company will have a different organization of the support service. Still, a lot depends on the scope of activity and the characteristics of the goods provided. The methods of providing assistance may be different, but the ultimate goal is always the same - to eliminate problems that arise, to provide clients with the required information. There are centralized, virtual and local support options. External and internal (which is especially characteristic of large companies) clients. Nowadays, consumers need to be able to quickly resolve all their questions. Otherwise, the product can be considered defective, and the client will no longer turn to a store that is not able to provide normal support for its product. Users prefer exactly those providers who are able to provide them with the highest comfort.

Scheme of work

At the first stage, registration of received applications is carried out. Call-center is often used for this purpose. Making a phone call is pretty easy and doesn't take long. In large enterprises, there are several levels of assistance.

To begin with, the user is contacted by the technical service via a call or email. The technical support specialist registers the request, provides necessary services, provides information, or, in case of lack of knowledge or skills for this, transfers the application to second-line workers, controlling the process of its implementation. If they do not find a solution to the problem, they use system administrators, craftsmen 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 a client in a minimum period of time.

Assistance Methods

The technical equipment specialist provides advice and assistance in various ways. For example, on call. In this case, the client pays for the materials used in the course of work and for the time spent by the master. Also, many are familiar with the guarantee that is issued when buying equipment in stores. This document indicates the possibility of providing free help troubleshooting within a specified, predetermined time frame. There is also a concept whereby future services are negotiated and paid for in advance. For example, a support worker can conduct regular monitoring, provide information, go to the site to solve problems that have arisen there.

Support during the exam

With the development of technology, new computer systems knowledge assessment. To control their correct and efficient work, support workers are involved. Each technical specialist of the PES (point of examination) is trained. This person takes up his duties by order of the Ministry of Education. Also, regarding his appointment, they agree with the head of the commission that controls the assessment of knowledge. Technicians are below in job hierarchy in relation to the heads of specific points and members of the commission.

Selection criteria

To qualify for 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 USE is conducted, fire safety equipment. It also requires skills to work with the software used during the exam. Technical specialists thoroughly know how to use video surveillance devices, anti-virus programs on a computer. They know how to install application software. They are entrusted with the task of providing technical and informational assistance to the organizers and managers of the knowledge assessment point. They check the software two hours before the start of the exam. After its completion, the technical support specialist must stop the work of video surveillance 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 moment in the work of each enterprise is the training of labor protection and fire safety. The acquired skills will help to avoid victims in the event of an emergency. Fire Technician - a person who conducts a briefing, as a result of which the management and employees receive the necessary amount of knowledge to ensure the ability to prevent danger or behave correctly in a situation where people's lives are in danger. He explains how to use a fire extinguisher, what to do in case of fire and other emergencies, talks about what materials are characterized by high flammability. Technicians can conduct training without taking staff away from production processes or separately, focusing all their attention on the issues raised. But, as a rule, according to the second scheme, information is presented only to managers and persons responsible for fire safety In the organisation. They, in turn, pass on knowledge to other employees.

Knowledge is power

Help Desk is an important building block of any organization. It is thanks to the work of its employees that the impression of the level of service of the company is created. Training of technical specialists - important task for each manager, because in the future they will work on his behalf and create a reputation for the entire enterprise. Of course, employees must have tremendous knowledge and excellent skills to solve problems of varying complexity. Situations should not be created where assistance simply cannot be provided. Because of such insoluble problems, the prestige of the enterprise is significantly reduced. Science does not stand still, it is important that the training of technical specialists provides them with all the necessary troubleshooting techniques. For this, regular training seminars are held. Such activities are useful in enterprises different sizes and areas of activity. They allow to maintain high qualification of employees.

Learning process

When it comes to technology, the skills of proper assembly and installation of the tool, its repair are acquired. Provides information about operating modes. The knowledge of more experienced workers is transferred to novice specialists. Typical problems that arise during the operation of equipment are considered, the most rational ways to eliminate them are provided. It is important to note that the work in the support service is not limited to fixing and installing various mechanisms. It is also communication with people, which is considered no less 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 the course of special lectures. A program for their implementation is being created. It includes the most important topics covered during the training. The head of the enterprise must familiarize himself with the program and put his signature under it. Special hours are allocated for classes and seminars. Thanks to such activities, 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 on establishing the causes of the problem, moving directly to its elimination. The same workers who are engaged in the provision of information will learn fresh and useful data in time.

The Job Description section contains the necessary information on how a job description is written. Here you can find typical job descriptions for various specialties. Our bank of job descriptions includes more than 2500 different documents. These job descriptions were compiled and edited in 2015, which means they are relevant today.

From this article you will learn:

• what duties, powers and rights reflect the job description of a technical support engineer;
• what provisions does a typical job description of a technical support engineer contain;
• what areas of work under this job description is the responsibility of this specialist in your organization.

Society with limited liability"Alpha"

APPROVE
CEO
_________ A.V. Lviv
10.01.2015

Job Description No. 15
technical support engineer

Moscow 01.10.2015

1. GENERAL PROVISIONS

1.1. This job description defines the duties, rights and responsibilities of a technical support engineer of the Craftsman Limited Liability Company (hereinafter referred to as the Company).

1.2. A technical support engineer belongs to the category of specialists and is appointed to a position to provide technical support to customers ensuring the smooth operation of equipment and software products.

1.3. The decision to appoint a technical support engineer to the position and to dismiss him from the position is made by the General Director on the proposal of the head of the technical department on the basis of acts of labor legislation in the Russian Federation. The appointment and dismissal of a technical support engineer is carried out by order CEO Society.

1.4. The technical support engineer reports directly to the head of the technical department.

1.5. During the absence of a technical support engineer (vacation, illness, etc.), his duties are performed by a duly appointed person who acquires the appropriate rights and is responsible for the performance of the duties assigned to him.

1.6. In his activities, the technical support engineer is guided by: legislation Russian Federation, orders and orders of the General Director of the Company, the Charter of the Company, internal labor regulations, this job description, as well as other internal regulations. Such as current regulatory and technical documents, local regulations, regulatory and administrative documents issued by the head of the Company.

1.7. The position of technical support engineer is assigned to a person with a higher technical education and experience successful work in a similar position for at least 2 (two) years.

1.8. The technical support engineer must know:

- resolutions, orders, orders, methodological and regulatory materials on the operation of equipment;

– technical and operational characteristics, design features, purpose and modes of operation of the equipment, its rules technical operation and testing;

- programming languages;

- organization of testing;

– basics of software and programming;

– methods for developing work schedules and reporting;

– main standards (domestic and international) for equipment;

– basics of information security;

– telecommunication technologies, products of leading manufacturers;

– telecommunication structure;

– technical English language(free reading and translation of special literature);

– rules and regulations of labor protection, safety and fire protection; – other local regulations.

1.9. To perform the functions and exercise the rights provided for by this job description, the technical support engineer interacts:

- with the General Director of the Company or his substitute official on the issues of obtaining instructions, instructions, orders related directly to his activities;

- with the head of the technical department on the implementation of technical support for production at their site of work;

- with employees who are part of technical department, regarding the performance of their official duties;

- with other employees on the following issues: obtaining all necessary, properly executed documents for the implementation of operations to maintain their project.

2. JOB RESPONSIBILITIES

Technical Support Engineer:

2.1. The necessary level of technical preparation of production, increasing the efficiency of production and labor productivity, reducing costs (material, financial and labor), rational use of production resources, high quality of work or services, in accordance with specifications; efficiency of decisions, timely and qualitatively; 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 why customers apply for technical support, makes proposals for changing user instructions and the capabilities of equipment and software products.

2.3. Prepares equipment for launch, checks the operation of individual devices and nodes, controls the parameters and reliability of communications. Fixes and (or) eliminates the detected deviations.

2.4. Makes adjustments to equipment.

2.5. Controls the operating conditions of the equipment, technical care behind him.

2.6. Advises managers and specialists of the Company, clients.

2.7. Gives conclusions on the features of expanding the capabilities of equipment.

2.8. Maintains all necessary technical support reports. Prepares all necessary documentation.

2.9. Performs separate official assignments of the head of the commercial department.

3. RIGHTS

The technical support engineer has the right to:

3.1. Get acquainted with the design decisions of the Company's management regarding its activities.

3.2. Make proposals for improving the work related to the responsibilities provided for in this instruction.

3.3. When appointing him responsible for a certain amount of work, within his competence, inform the immediate supervisor about the shortcomings identified in the process of performing the official duties of employees subordinate to him, and make proposals for their elimination.

3.4. Require the management of the Company to provide assistance in the performance of their duties and rights.

3.5. Request through the immediate supervisor information and documents necessary for the performance of their duties.

3.6. Interact with the technical services of the Company to carry out activities to comply with labor and production discipline in the divisions.

3.7. Receive all the provisions of the current legislation social guarantees as well as to confirm and improve their professional qualifications.

3.8. Require the creation of all conditions for the performance of official duties provided for by this instruction.

3.9. Get acquainted with the decisions of the Company's management regarding its activities, and make proposals for improving the work related to the duties provided for in this instruction.

4. RESPONSIBILITY

The Support Engineer is responsible for:

4.1. For improper performance or non-performance of their official duties provided for by this job description, to the extent determined by the current labor legislation of the Russian Federation.

4.2. For violations committed 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 and civil legislation of the Russian Federation.

4.4. For offenses committed in the course of their activities, within the limits established by the administrative, civil, criminal legislation of the Russian Federation.

4.4. For violation of information confidentiality regimes, failure to ensure the systematization and safety of documents, access to which he receives in the course of the implementation of the tasks assigned to him job duties, in the manner and on the terms established by the legislation of the Russian Federation.

4.5. For violation of the requirements of the Company's internal labor regulations, fire safety and safety regulations, the Rules for working with documents constituting a commercial secret, in the manner and under the conditions established by the legislation of the Russian Federation.

5. ORDER OF REVIEW OF JOB INSTRUCTIONS

5.1. The job description is reviewed, amended and supplemented as necessary, but at least once every five years.

5.2. With the order to make changes (additions) to the job description, all employees of the organization who are subject to this instruction are familiarized against receipt.

The job description was developed in accordance with the order of the General Director dated November 01, 2015 No. 68.

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

Technical support engineer job description

APPROVE
CEO
Surname I.O. ________________
"________"_____________ ____ G.

1. General Provisions

1.1. The technical support engineer belongs to the category of specialists.
1.2. The technical support engineer is appointed to the position and dismissed from it by order of the general director of the company on the proposal 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 obligations are transferred to another official, which is announced in the order for the organization.
1.5. A person who meets the following requirements is appointed to the position of technical support engineer: education - higher (secondary) technical, experience of similar work for at least a year.
1.6. The technical support engineer must know:
- provisions, instructions that determine 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 the storage and operation of the automation system, communications, labor rules and standards, safety, fire protection and regime rules;
- everyone's work operating systems and application software used on equipment in the network.
1.7. The technical support engineer is guided in his activities by:
- legislative acts of the Russian Federation;
- the Charter of the company, the Internal Labor Regulations, other regulatory acts of the company;
- orders and directives of the management;
- this job description.

2. Job Responsibilities of a Technical Support Engineer

The technical support engineer performs the following job responsibilities:

2.1. Ensures the functioning of the complex of automation means entrusted to him in all modes of operation of the system in accordance with the established regulations, including:
- functioning of software and hardware;
- functioning of the local computer network;
- functioning of means of telecommunications and communication;
- functioning of the video surveillance system;
- functioning of fire and security alarm systems;
- analysis and elimination (within the established powers) of emergency situations in the operation of a complex of automation equipment, video surveillance systems, fire 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 tools.
2.3. Provides a solution to a functional set of tasks in the operational interaction with users.
2.4. Requests and accepts information about the state of operability of the automation tool complex, analyzes and, if necessary, takes measures to eliminate the 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 (acquisition) and accounting.
2.8. Accepts for safekeeping software and technical means a set of automation tools as they become available. At the same time, the software and hardware of the automation tools complex, spare parts and expendable materials should be kept in custody.
2.9. Prepares draft contracts for the maintenance of a complex of automation, telecommunications and communications, organizes and accepts work from a service organization to restore its performance during the warranty and post-warranty period.
2.10. Organizes scheduled checks of the quality of communication channels assigned to a set of automation tools, and takes measures to maintain it at a high level.

3. Rights of a technical support engineer

The technical support engineer has the right to:

3.1. Check compliance with the rules for the storage and operation of a set of automation tools, monitor their use for their intended purpose.
3.2. The engineer may require higher management to provide necessary conditions to perform the duties assigned to him, as well as the information necessary to perform the assigned functions.
3.3. Make independent decisions on issues of its competence.
3.4. Participate at any level in discussions and resolution of any issues related to the planned, functional and job duties of an engineer
3.5. Approval of all documents relating to the planned, functional and job duties of an engineer.

4. Responsibility of the technical support engineer

The technical support engineer is responsible for:

4.1. Improper performance or non-performance of their official duties provided for by 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.