Tier vs help desk representative

Differences between tier and help desk representative duties and responsibilities

Tier example responsibilities.

• Manage incoming call queue handling basic NOC tasks and more advance VOIP such as provisioning sites and performing disconnects.
• Manage paperwork associate with HVAC procedures.
• Support a wide range proprietary Unix and SQL base applications.
• Require to maintain basic knowledge of Linux commands to properly access certain network equipment.
• Maintain, install and operate network communication devices such as routers and switches with provide configurations.
• Have knowledge of SQL query skills and awareness of corporate data security policies relate to privacy and personal identifying information.
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Help desk representative example responsibilities.

• Manage and troubleshooting of VOIP systems, setup of new IP phones and configuring PBX.
• Collaborate with appropriate technology/policy department to troubleshoot end user problems.
• Assist showrooms as part of support team with conversion from old POS PC system and registers to new ones.
• Inspect kiosk software to investigate and troubleshoot machine that includes motor, sensors, controller boards, and moving parts.
• Support technical POS terminals remotely.
• Administer Production/Testing mainframe environments and run operational tasks.
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