Project manager technical support vs technical support engineer

Differences between project manager technical support and technical support engineer duties and responsibilities

Project manager technical support example responsibilities.

• Manage lifecycle of incidents in adherence to ITIL framework of best practices.
• Manage and coordinate engineers in the network support environment consisting of UNIX and Novell servers, Cisco routers and switches.
• Manage external vendors including QA and software development studios to help expedite increase project workload.
• Manage large scale/multi-team projects for multi-million dollar clients requesting international VPN, frame relay, multiprotocol or SNA connectivity.
• Review, evaluate and formulate project plans, while keeping PMO industry and ITIL standards, schedules and budgets.
• Review SLA and operational metrics with customers.
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Technical support engineer example responsibilities.

• Manage a large complex network of computers including provisioning, configuration, and performance tuning.
• Achieve customer excellence by utilizing top tier VPN skills on ASA, IOS, and IOS XE platforms.
• Lead the deployment of the formal customer complaint tracking system within the NA CSE organization for capturing customer complaints.
• Achieve working knowledge of DMS 100 and Euro switches to post lines, links, and enable/disable calling features, i.e.
• Create service requests in CRM application to reflect report issues and manage customer expectations throughout escalation and/or resolution.
• Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
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