Leader tier vs technical support technician

Differences between leader tier and technical support technician 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 technician example responsibilities.

• Manage paperwork associate with HVAC procedures.
• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
• Configure firewalls, setup ant-ivirus and other software to ensure proper network connectivity for windows xp, vista and mac os.
• Assist in database software applications and implementing SQL server solutions.
• Provide routine and advance technical support to customers for a major VOIP telecommunications company.
• Provide daily in-person and telephonic customer support services and information to resolve and troubleshoot work-relate.
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