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 techniques. 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.
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”;
1.5.3. maintaining the cable network system (SCS) of your branch in order;
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.
2.21. Improves his professional level with the help of special courses, senior system administrator, as well as self-study.
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.
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I CONFIRM:
[Job title]
_______________________________
_______________________________
[Name of company]
_______________________________
_______________________/[FULL NAME.]/
"_____" _______________ 20___
JOB DESCRIPTION
Technical specialist
1. General Provisions
1.1. This job description defines and regulates the powers, functional and job responsibilities, rights and responsibilities of a technical specialist [Name of the organization in the genitive case] (hereinafter referred to as the Company).
1.2. A technical specialist is appointed to a position and dismissed from a position in the manner established by current labor legislation by order of the head of the Company.
1.3. A technical specialist belongs to the category of specialists and reports directly to [name of the position of the immediate supervisor in the dative case] of the Company.
1.4. The technical specialist is responsible for:
- timely and high-quality performance of tasks as intended;
- compliance with performance and labor discipline;
- safety of documents (information) containing information constituting a trade secret of the Company, other confidential information, including personal data of Company employees entrusted to him for the purpose of proper execution of the tasks assigned to him;
- compliance with labor safety measures, maintaining order, compliance with fire safety rules in the assigned work area (workplace).
1.5. Persons with secondary vocational (technical) education are appointed to the position of technical specialist without presenting requirements for work experience.
1.6. In practical activities, a technical specialist must be guided by:
- local acts and organizational and administrative documents of the Company;
- internal labor regulations;
- rules of labor protection and safety, ensuring industrial sanitation and fire protection;
- instructions, orders, decisions and instructions from the immediate supervisor;
- this job description.
1.7. The technician must know:
- normative legal and normative and methodological acts on the organization of production of products manufactured by the department, technology of the department’s work;
- basic methods of performing work;
- current standards and technical specifications for the technical documentation being developed, the procedure for its preparation and design rules;
- production equipment, equipment and tools, rules for their use;
- technical characteristics, design features, purpose, operating principles and operating rules of the equipment used;
- methods and means of measuring parameters, characteristics and operating mode data of equipment, performing technical calculations, graphical and computational work;
- applied forms of accounting and reporting and the procedure for maintaining accounting and reporting;
- methods for calculating the economic efficiency of introducing new equipment and progressive technology, rationalization proposals and inventions;
- tasks assigned to him and subordinate employees, opportunities to solve these problems;
- technical means of receiving, processing and transmitting information;
- internal labor regulations;
- rules and regulations of labor protection.
1.8. During the period of temporary absence of a technical specialist, his duties are assigned to [name of deputy position].
2. Job responsibilities
A technical specialist is required to perform the following labor functions:
2.1. Ensure timely and high-quality completion of tasks assigned to him in strict accordance with the approved work procedure.
2.2. Perform the necessary technical calculations, development of simple projects and simple diagrams, ensuring their compliance with technical specifications, current standards and regulatory documents.
2.3. Carry out setup, adjustment, adjustment and experimental testing of equipment and systems in laboratory conditions and on-site, monitor its good condition.
2.4. Participate in experiments and tests, connect instruments, register the necessary characteristics and parameters, and process the results obtained.
2.5. Take part in the development of programs, instructions and other technical documentation, in the production of prototypes, as well as in testing and experimental work.
2.6. Carry out work on collecting, processing and accumulating source materials, statistical reporting data, scientific and technical information.
2.7. Prepare descriptions of the work being carried out, necessary specifications, diagrams, tables, graphs and other technical documentation.
2.8. Study reference and specialized literature for use in work.
2.9. Participate in substantiating the economic efficiency of introducing new equipment and progressive technology, rationalization proposals and inventions.
2.10. Carry out work on preparing planning and reporting documentation, make the necessary changes and corrections to technical documentation in accordance with the decisions made during the review and discussion of the work being performed.
2.11. Receive and register incoming documentation and correspondence on the work being performed, ensure its safety, keep records of the passage of documents and control the timing of their execution, as well as carry out technical registration of documents completed by office work.
2.12. Systematize, process and prepare data for drawing up work reports. Take the necessary measures to use modern technical means in work.
2.13. Rational use of material, technical and other means of the department in the interests of performing the tasks assigned to it.
2.14. Preserve from loss (disclosure) documents and information that constitute state and official secrets.
2.15. As directed by the head of the department, take part in the training of technical performers of the department and improve their skills.
2.16. Comply with internal labor regulations and safety requirements.
2.17. Submit proposals to the head of the department to ensure ergonomic working conditions and rationalize department workplaces.
In case of official necessity, a technical specialist may be involved in the performance of his official duties overtime, by decision of the Deputy Director for Production, in the manner prescribed by law.
3. Rights
The technical specialist has the right:
3.1. Make decisions in order to ensure the daily activities of the department on issues within its competence.
3.2. Prepare and present to the immediate supervisor your proposals for improving the work of the department (its additional personnel, logistics, information support).
3.3. Participate in department meetings, during which issues of organizing production work, as well as issues related to its work, are discussed.
4. Responsibility and performance evaluation
4.1. The technical specialist bears administrative, disciplinary and material (and in some cases provided for by the legislation of the Russian Federation, criminal) responsibility for:
4.1.1. Failure to carry out or improperly carry out official instructions from the immediate supervisor.
4.1.2. Failure to perform or improper performance of one's job functions and assigned tasks.
4.1.3. Illegal use of granted official powers, as well as their use for personal purposes.
4.1.4. Inaccurate information about the status of the work assigned to him.
4.1.5. Failure to take measures to suppress identified violations of safety regulations, fire safety and other rules that pose a threat to the activities of the enterprise and its employees.
4.1.6. Failure to ensure compliance with labor discipline.
4.2. The assessment of the work of a technical specialist is carried out:
4.2.1. By the immediate supervisor - regularly, in the course of the employee’s daily performance of his work functions,
4.2.2. The certification commission of the enterprise - periodically, but at least once every two years, based on documented results of work for the evaluation period.
4.3. The main criterion for assessing the work of a technical specialist is the quality, completeness and timeliness of his performance of the tasks provided for in these instructions.
5. Working conditions
5.1. The working hours of a technical specialist are determined in accordance with the internal labor regulations established by the Company.
5.2. Due to production needs, a technical specialist is required to go on business trips (including local ones).
I have read the instructions ______/_______/ “__” _______ 20__
2. At least one year of work experience in a similar position.
2. A technical 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 structure of a personal computer and peripheral devices. Have experience in building constructive interactions with people and be able to clearly express your thoughts. Know the procedure for maintaining and preparing technical documentation. Have basic knowledge of English sufficient to read technical literature. Know and comply with internal labor regulations; rules and regulations of labor protection, safety precautions, industrial sanitation and fire protection.
II. Job responsibilities.
The technical support specialist must:
Provide support, training and consulting to company employees on issues related to computers and software. Provide prompt assistance to employees in troubleshooting, identify, localize and eliminate errors (failures). Receive and record requests from users, monitor the process of their elimination. Provide assistance in selecting the software required by the company to best meet its needs. Perform installation and configuration work on programs and software approved by company policy. Establish new workplaces and transfer existing ones. Set up PCs and PDAs, test, identify and troubleshoot computers and copiers. Create and configure telephone numbers. Keep records of receipt/issue of equipment belonging to the IT department. Purchasing and accounting for consumables to ensure uninterrupted operation of printers and copying equipment. Maintain orders for the supply of equipment in an automated accounting system. Carry out paperwork (receipt/expense) and accounting of equipment in the IT warehouse. Keep records of licensed software. Conduct an inventory of IT equipment. Provide information to company employees on general IT issues. Carry out official tasks, instructions and instructions from the immediate supervisor and one-time official tasks of the director of the information technology department.III. A technical user support specialist has the right to:
1. Demand provision of normal working conditions (workplace, means of labor, etc.).
2. Use of Instructions, orders, regulations, rules and other documents approved by the President of the company that regulate the work of a technical support specialist for users.
3. Inform immediate management about identified malfunctions in the work, the hardware and software entrusted to him, and shortcomings in the work.
IV. Relationships:
A technical user support specialist interacts with all functional divisions (departments) and officials of the company within the limits of his competence. A technical user support specialist works in a technical support team to achieve a common result, maintaining a friendly atmosphere in the team.
V. The user technical support specialist is responsible for:
1. For poor quality and untimely fulfillment of tasks and duties provided for in these Instructions.
2. For non-use and/or misuse of the rights granted by these Instructions.
3. For non-compliance with Instructions, orders, regulations, Rules and other documents regulating the work of a technical user support specialist.
4. For failure to comply with internal labor regulations, safety precautions and fire safety.
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. Operating mode:
1. The work schedule of a technical support specialist for users is determined in accordance with the Internal Labor Regulations established by the Company.
VII. Final provisions:
1. This job description is drawn up in two copies, one of which is kept by the Company, the other by the employee.
2. The tasks, duties, rights and responsibilities of the employee can be clarified 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
departments _____________________ _____________________________________
(signature) (surname, initials)
20____
SHEET |
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familiarization with the job description |
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No. | Last name, first name, patronymic of the employee appointed to the position | Date and signature of the employee after reading the instructions and receiving a copy of them | Date and number of the order of appointment to the position | Date and number of the order for dismissal from the position |
