Leader tier vs technical support specialist

Differences between leader tier and technical support specialist duties and responsibilities

Leader tier example responsibilities.

• Develop within SharePoint and manage the SharePoint environment.
• Perform ATP's of new Cisco and Siemens' switches at the RDC sites.
• Provision customer profiles on DSL routers and switches.
• Analyze staff SLA performance in adherence with each of the various business group agreements.
• Create internal client reports for trend analysis and ensure all SLA's are met and/or exceed.
• Interface with functional users and other network operations centers (NOC's) in both routine and reactive monitoring situations.
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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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