Senior help desk vs level senior technician

Differences between senior help desk and level senior technician duties and responsibilities

Senior help desk example responsibilities.

• Manage and maintain a VMWare virtual server environment.
• Negotiate, manage and maintain SLA's with various vendors.
• Manage customer expectations by ensuring applications are support to agree SLA's.
• Manage system from PC's and POS to keep them running smooth and update.
• Improve efficiency and reduce risk by developing managing concepts and projects for ITIL process development for service delivery.
• Provide VPN access, virus removals, file restores, mapping drives and printers plus a variety of other issues.
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Level senior technician example responsibilities.

• Manage and support NT network/domain and associate services DNS, and DHCP.
• Update and manage BMC remedy ticketing system to follow timely resolution of all work orders.
• Create and manage numerous VMware installs for internal testing and utilization by the product phone support group.
• Manage tasks with minimal supervision, completing projects and services on schedule and meeting service level agreements (SLA) consistently.
• Develop and manage equipment inventory database, identify obsolete equipment and coordinate life-cycle replacement.
• Design and implement an inventory system using SharePoint providing a more efficient way to manage company assets.
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