Lead support analyst vs technical support specialist

Differences between lead support analyst and technical support specialist duties and responsibilities

Lead support analyst example responsibilities.

• Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
• Work closely with team members and provide technical knowledge and support making it possible to meet the SLA.
• Maintain SLA consistently above agree upon level for Richmond headquarters facility.
• Assist patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
• Verify OTC derivatives transaction versus counterparties' confirmations.
• Introduce Unix servers into new a new development environment for mainframe applications which help accelerate code migrations.

Technical support specialist example responsibilities.

• Implement hardware and software upgrades and maintain stability, usability, and security for desktop/laptop/mobile systems; achieve SLA's.
• Manage all operating end-user software including JavaScript - updating/installing Java.
• Install, configure and manage proprietary applications on Unix servers.
• Manage large-scale PC deployments including site surveys involving verification of network activity and appropriate power availability.
• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
• Deploy and troubleshoot complex software installations in Microsoft and Linux environments.
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