Working instructions for technical support. Job description of a user technical support specialist. A sample job description for a specialist in the IT service and material support department of information technology management
JOB DESCRIPTION
technical support operator
1. General Provisions
1.1. This job description defines the functional, job responsibilities, rights and responsibilities of the operator of technical support of the unit " Typical technologies"(Hereinafter referred to as the Technical Support Operator) All-Russian Association of Employers" Russian Union of Industrialists and Entrepreneurs "(hereinafter referred to as the Institution).
1.2. A technical support operator is assigned a person who meets the following education and training requirements:
1.3. The technical support operator should know:
1.4. The technical support operator must be able to:
1.5. The technical support operator is appointed and dismissed by the 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 Institution and the head of the "Typical Technologies"
2. Labor functions
3. Job responsibilities
4. Rights
The technical support operator has the right to:
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 qualifications, undergo retraining (retraining).
4.3. Enter into relationships with subdivisions of third-party institutions and organizations to resolve issues within the competence of the technical support operator.
4.4. Participate in the discussion of issues included in his functional responsibilities.
4.5. Make suggestions and comments on improving performance in the assigned area of work.
4.6. Contact the appropriate authorities local government or to the court to resolve disputes arising from the performance of functional duties.
4.7. Use information materials and regulatory documents necessary for the execution of their job responsibilities.
4.8. Pass certification in accordance with the established procedure.
5. Responsibility
The technical support operator is responsible for:
5.1. Failure to perform (improper performance) of their 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 the execution of assigned tasks and orders, violation of the deadlines for their execution.
5.4. Violation of the rules of the internal work schedule, fire safety and safety rules established by 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 can be brought to disciplinary, material, administrative, civil and criminal liability in accordance with the current legislation, depending on the severity of the offense.
This job description was developed in accordance with the provisions (requirements) Labor Code Of the Russian Federation of December 30, 2001 No. 197 FZ (Labor Code of the Russian Federation) (as amended and supplemented), the professional standard “Specialist in technical support information and communication systems "approved by order of the Ministry of Labor and social protection Of the Russian Federation dated October 5, 2015 No. 688n and other normative legal acts governing labor relations.
2. Work experience from one year in a similar position.
2. The customer support specialist should:
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 the company policy. Understand the principles of network equipment and the internal structure of the network. Know the device of a personal computer and peripheral devices. Have experience in building constructive interaction with people, be able to clearly express your thoughts. Know the procedure for maintaining and processing technical documentation. Have basic knowledge English, sufficient for reading technical literature. Know and follow the internal labor regulations; rules and norms of labor protection, safety, industrial sanitation and fire protection.
II. Job responsibilities.
The Customer Support Specialist should:
Provide support, training and advice to company employees on issues related to computers and software. Provide prompt assistance to employees in troubleshooting, identify, localize and eliminate errors (failures). Accept and record applications from users, control the process of their elimination. Provide assistance in choosing the software required by the company to maximize its needs. Perform work on installing and configuring programs and software tools approved by company policy. Establish new jobs and transfer existing ones. Configure PCs and PDAs, test, identify and troubleshoot computers and copiers. Create and configure telephone numbers. Keep records of acceptance / delivery of equipment belonging to the IT department. Carry out the purchase and accounting of consumables to ensure the smooth operation of printers and copiers. Maintain orders for the supply of equipment in an automated accounting system. Carry out paperwork (income / 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. Perform service assignments, assignments and instructions of the immediate supervisor and one-time service assignments of the director of the information technology departmentIII... A user technical support specialist has the right to:
1. Demand the provision of normal working conditions (workplace, means of labor, etc.).
2. Using the Instructions, orders, orders, rules and other documents, approved by the President of the company, regulating the work of a user technical support specialist.
3. Inform the direct management of the identified malfunctions in the work, the hardware and software entrusted to it, and shortcomings in the work.
IV... Relationships:
The user technical support specialist interacts with all functional divisions (departments) and officials of the company within the limits of his competence. A user technical support specialist works in the technical support team to achieve an overall result, maintains a friendly atmosphere in the team.
V. Customer support specialist is responsible for:
1. For poor quality and untimely fulfillment of tasks and obligations stipulated by this Instruction.
2. For not using and / or unlawful use of the rights provided by this Instruction.
3. For non-observance of Instructions, orders, orders, Rules and other documents regulating the work of a user technical support specialist.
4. For non-observance of the internal labor regulations, safety measures and fire safety.
5. For damage or negligence in storage and use, theft of company property.
6. For a rude, tactless attitude (behavior) when communicating with the staff and visitors of the company.
7. For the safety of documentation and non-observance of the interests of the company, the issuance of confidential information, documentation (trade secrets) about the company and its clients to third parties.
8. For providing direct management with false or distorted reporting and other documentation (information).
Vi. Working hours:
1. The working hours of the user technical support specialist are determined in accordance with the Internal Labor Regulations established by the Company.
Vii. Final provisions:
1. This job description has been 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 the change 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
divisions _____________________ _____________________________________
(signature) (surname, initials)
20____
SHEET |
||||
familiarization with the job description |
||||
P / p No. | Surname, name, patronymic of the employee to be appointed to the position | Date and signature of the employee after reading the instructions and receiving a copy | Date and number of the order of appointment to the position | Date and number of the order on dismissal |
The section "Job descriptions" contains the necessary information on how the job description is drawn up. Here you can find typical job descriptions for different specialties. Our bank of job descriptions includes more than 2500 different documents. These job descriptions of 2015 were compiled and edited, which means they are relevant today.
In this article, you will learn:
- what responsibilities, powers and rights are reflected in the job description of a technical support engineer;
- what the typical job description for a technical support engineer contains;
- what areas of work under this job description is this specialist responsible in your organization.
Society with limited liability"Alpha"
APPROVED
CEO
_________ A.V. Lviv
10.01.2015
Job description № 15
technical support engineer
Moscow 01.10.2015
1. GENERAL PROVISIONS
1.1. This job description defines the duties, rights and responsibilities of an engineer for technical support of the Umelets Limited Liability Company (hereinafter referred to as the Company).
1.2. Technical Support Engineer is a professional and assigned to provide technical support to customers to ensure the smooth operation of hardware and software products.
1.3. The decision on the appointment of a technical support engineer and on the dismissal of the position is made by the CEO on the proposal of the chief 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 general director 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 person appointed in the prescribed manner, 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: the legislation of the 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 the current regulatory and technical documents, local regulatory acts, regulatory and administrative documents issued by the head of the Company.
1.7. A person with a higher technical education and experience of successful work in a similar position for at least 2 (two) years is appointed to the position of a technical support engineer.
1.8. The technical support engineer should know:
- decrees, orders, orders, methodological and regulatory materials on the equipment operation;
- technical and operational characteristics, design features, purpose and operating modes of equipment, rules for its technical operation and testing;
- programming languages;
- organization of testing;
- fundamentals of software and programming;
- Methods for developing work schedules and reporting;
- basic standards (domestic and international) for equipment;
- the basics information security;
- telecommunication technologies, products of leading manufacturers;
- telecommunication structure;
- technical English(free reading and translation of special literature);
- rules and norms of labor protection, safety and fire protection; - other local regulations.
1.9. To perform the functions and exercise the rights provided for in this job description, the technical support engineer interacts:
- with the General Director of the Company or his substitute official on the receipt of orders, instructions, orders directly related to its activities;
- with the head of the technical department on the implementation of technical support for production in its area of work;
- with employees of the technical department on the performance of their job duties;
- with other employees on the following issues: obtaining all the necessary, properly executed documents for the implementation of operations for the conduct of your project.
2. JOB RESPONSIBILITIES
Technical Support Engineer:
2.1. The required level of technical preparation of industries, increasing production efficiency and labor productivity, reducing costs (material, financial and labor), rational use production resources, high quality work or services, in accordance with technical conditions; efficiency of decisions, timely and efficiently; preparation for technical operation, repair and modernization of equipment, ensuring high quality; provides technical support to customers for the smooth operation of hardware and software.
2.2. Analyzes the reasons for customers' requests for technical support, makes suggestions for changing user instructions and capabilities of hardware and software products.
2.3. Prepares equipment for launch, checks the operation of individual devices and nodes, monitors the parameters and reliability of connections. Fixes and (or) eliminates detected deviations.
2.4. Corrects equipment operation.
2.5. Monitors the operating conditions of the equipment, technical maintenance of it.
2.6. Consults managers and specialists of the Company, clients.
2.7. Provides conclusions on the features of expanding the capabilities of the equipment.
2.8. Keeps all the necessary reporting on technical support. Prepares all the necessary documentation.
2.9. Carries out individual service assignments of the head of the commercial department.
3. RIGHTS
The technical support engineer has the right to:
3.1. To get acquainted with the design decisions of the Company's management concerning its activities.
3.2. Make suggestions for improving the work related to the responsibilities provided for in this instruction.
3.3. When appointing him to be responsible for a certain amount of work, within the limits of his competence, inform his 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 assist in the performance of their duties and rights.
3.5. Request through the direct supervisor information and documents necessary for the performance of their official 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 social guarantees provided for by the current legislation, as well as confirm and improve their professional qualifications.
3.8. Require the creation of all conditions for the performance of official duties provided for in this instruction.
3.9. To get acquainted with the decisions of the management of the Company concerning its activities, and to make proposals for improving the work related to the obligations provided for in this instruction.
4. LIABILITY
The Technical Support Engineer is responsible for:
4.1. Per improper performance or failure to fulfill their duties stipulated by this job description, within the limits 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 the confidentiality regimes of information, failure to ensure the systematization and safety of documents, access to which he receives in the course of the implementation of those assigned to him job responsibilities, in the manner and on the conditions established by the legislation of the Russian Federation.
4.5. For violation of the requirements of the Internal Labor Regulations of the Company, the rules of fire safety and safety, 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. PROCEDURE FOR REVISION OF THE OFFICIAL INSTRUCTIONS
5.1. The job description is reviewed, changed and supplemented as necessary, but at least once every five years.
5.2. All employees of the organization who are subject to this instruction are familiarized with the order on making changes (additions) to the job description against receipt.
The job description was developed in accordance with the order of the General Director dated November 01, 2015 No. 68.
Technical specialists provide a range of services, thanks to which companies and organizations help their own customers to understand the rules for using the sold product, repair it, and troubleshoot 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 client solve a problem or question that he might have in the process of using the product. In many companies, it is considered to be their trump card that this mechanism is well established. After all, it is important not only to sell the product to the client, but also to serve it so well that he wants to contact this organization again.
The customer feels that they really care about their comfort, and not just want to sell the product. In organizations, such a service is provided on a paid or free 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 they solve problems not only for customers, but also for all personnel.
Appointment
Each company will have different features of the organization of the support service. Still, a lot here depends on the field of activity and characteristics of the goods provided. The methods of providing assistance may vary, but final goal there is always one - to eliminate emerging problems, to 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. In our time, consumers should be able to quickly resolve all the issues they may have. Otherwise, the product may be considered defective, and the customer will no longer go to a store that is unable to provide normal support for their product. Users prefer exactly those providers who provide the best possible comfort for them.
Scheme of work
At the first stage, the 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. Large enterprises have several levels of assistance.
To begin with, the user contacts the technical service by calling or email... The technical support specialist registers the request, provides the necessary services, provides information, or, in case of lack of knowledge or skills for this, transfers the application to the second line workers, controlling the process of its implementation. If they do not find a solution to the problem, they involve system administrators, masters for working with special equipment, etc. Although, ideally, a specialist himself should have such a range of skills and abilities that will allow serving a client in a minimum period of time.
Methods of Assistance
Specialist in technical equipment provides advice and assistance according to various schemes. For example, on call. In this case, the client pays for the materials used in the course of the work and for the time spent by the master. Also, many are familiar with the warranty that is issued when buying equipment in stores. This document demonstrates that it is possible to provide free troubleshooting assistance for a specified, predefined time frame. The concept is also applied, according to which the services provided in the future are negotiated and paid 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 for assessing knowledge began to be used. To control their correct and efficient work, support service workers are involved. Each technical specialist of the PPE (exam point) is trained. This person takes up his duties by order of the Ministry of Education. Also, regarding its appointment, an agreement is made with the head of the commission that controls the assessment of knowledge. Technicians are subordinate in the hierarchy in relation to the leaders of specific sites and members of the commission.
Selection criteria
In order to take this position, you need to 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, fire safety techniques. Skills in working with the software used during the exam are also required. Technicians know thoroughly how to use video surveillance devices, antivirus software on the computer. They know how to install application software. They are entrusted with the task of providing technical and informational assistance to the organizers and leaders of the knowledge assessment point. They check the software two hours before the start of the exam. After its completion, a technical support specialist must stop the operation of CCTV cameras, copy the materials recorded in the corridors and near the entrance. He maintains a special journal that reflects data on access to the PAK.
Providing safety information
An important point in the work of each enterprise is training in labor protection and fire safety. The acquired skills will help to avoid victims in the event of an emergency. Fire-technical specialist - a person who conducts briefing, as a result of which the management and employees will receive the necessary amount of knowledge to ensure the ability to prevent danger or to behave correctly in a situation where the lives of people will be threatened. He explains how to use a fire extinguisher, what to do in case of fire, etc. emergencies, talks about which materials are characterized by increased flammability. Technicians can conduct training without taking personnel away from production processes or separately, focusing all their attention on the questions posed. 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 the rest of the workers.
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 is created about the level of service of the company. Training technical specialists is an important task for every manager, since they will then 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 when it is simply not possible 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 the training of technicians provides them with all the necessary troubleshooting techniques. For this, regular training seminars are held. Such events are useful in businesses of different sizes and industries. They allow you to maintain high qualifications of employees
Learning process
When it comes to technology, skills are acquired to correctly assemble and install the tool, and to repair it. Information on operating modes is provided. The knowledge of more experienced workers is transferred to beginners. Typical problems arising during the operation of equipment are considered, the most rational ways to eliminate them are provided. It is important to note that work in the support service is not limited to fixing and installing various mechanisms. It is also communication with people, which is considered to be no less delicate skill. It is important to make sure that the client feels 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 events, the qualifications of technical specialists are being increased. The acquired knowledge becomes a reliable foundation for further work. It becomes possible to process applications more quickly, spending less time on identifying the causes of the problem, proceeding directly to its elimination. The same employees who are engaged in the provision of information find out fresh and useful data in time.
I. General Provisions
This instruction applies to the technical specialist of the information technology department of the enterprise and is developed in accordance with:
- A qualification guide to the positions of managers, specialists and other employees.
Ministry of Labor decree and social development RF of August 21, 1998 No. 37 (as amended on 02.01.00).
1.1 This job description defines functional responsibilities, rights and responsibilities of a technical support specialist.
1.2. A person with at least 2 years of experience in a similar position is appointed to the position of a technical support specialist.
1.3. 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 supervisor
Information Technology Support Department.
1.5. The main performance indicators are:
1.5.1. organization of uninterrupted operability of peripheral equipment:
printers, multifunctional devices, print servers, faxes, telephones,
scanners, copiers, monitors, keyboards, mice, etc .;
1.5.2. Restoring the operability of IT hardware and equipment within the terms specified in the "Access Level Agreement";
1.5.3. Keeping in order of the cable network system (SCS) of its branch;
1.5.4. Organization of warranty repair computer equipment;
1.5.5. timely replenishment of the reserve of consumables and equipment;
1.5.6. Formation of the procurement budget for a month, no later than the 25th day of each month;
1.5.7. Formation of the procurement budget for the week, no later than Wednesday of each week.
II. Job responsibilities
Technical Support Specialist:
2.1. Supports the functioning of the user's workstations.
2.2. Carries out routine maintenance of equipment.
2.3. Monitors the performance of the software of the user's 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 network shares, including folders, files, and printers.
2.7. Plans and implements a network event audit strategy to detect and remediate security breaches. Manages resources and controls their use.
2.8. Planning and performing regular surgeries Reserve copy to ensure fast recovery of important data.
2.9. Plans, creates, and maintains user and group accounts to ensure that each user can log on to the network and access the resources they need.
2.10. Monitors the standardization of software and equipment of user workstations. Removes software not approved by the IT department. Develop a standard set of software together with the system administration group. Conduct preliminary testing.
2.11. Accepts requests for maintenance of services (Help Desk). Performs them in accordance with the established regulations.
2.12. Keeps records of equipment in 1C in accordance with the established regulations. Carries out an inventory according to the orders of the department.
2.13. Carries out the movement of equipment between employees, warehouses and branches.
2.14. Accepts applications for the purchase of equipment (“Application in IT”). Checks the correctness of their filling and the availability of the necessary approvals.
2.15. Installs, configures, maintains all software products used in the branch.
2.16. Performs other work of varying degrees of complexity related to the functioning of a computer system and applied mat. securing
2.17. He brings his innovations, comments and suggestions on the work of the IT department to the head of the IT support department.
2.18. He plans his work and reports in a timely manner to the head of the IT support department.
2.19. Fulfills the orders of the Head of the IT Department, Head of the IT Support Department.
2.20. Coordinates work plans with the head of the IT support department.
2.21. 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 the company's employees. Participates in the development of instructions, training of company employees.
A technical support specialist has the right to:
3.1. To get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.2. Submit proposals for improving the work related to the responsibilities provided for in this instruction for the management's consideration;
3.3. Require and receive from all structural divisions of the enterprise information and documents on issues within its competence;
3.4. Require the management of the enterprise to assist in the performance of their duties and rights.
3.5. Make proposals for improving the quality management system;
3.6. Participate in activities aimed at correcting and preventing inconsistencies in the quality management system.
IV. A responsibility
The technical support specialist is responsible for:
4.1. For non-fulfillment (improper fulfillment) of their official duties, provided for by these job descriptions, 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 its 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 the current rules and instructions, as well as the use of information by department employees for non-official purposes.
You do not have the required permissions to view the attachments in this post.
