Tier lead technical support vs desk support technician

Differences between tier lead technical support and desk support technician duties and responsibilities

Tier lead technical support example responsibilities.

• Manage configurations of SysMaster VoIP servers to establish call-routing between origination & termination points.
• Create knowledge base articles for internal SharePoint database.
• Handle phone calls and ticket submissions within SLA policy.
• Set up and configure POS stations and their peripherals remotely.
• Analyze emails, chats, social media interactions and phone calls for quality and SLA.
• Coordinate and setup video teleconference meetings with Bechtel senior management with remote Bechtel locations and troubleshoot any issues.
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Desk support technician example responsibilities.

• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
• Use multiple monitor setup display and remote desktop applications via VPN to access associate computers.
• Utilize desktop deployment tools in order to deploy and maintain inventory for PCs, monitors, and printers.
• Assist with network connectivity with PCs, laptops, and mobile phones including TCP/IP settings and internet connections.
• Provide administrative support and troubleshooting for VPN users.
• Maintain company networks security systems and infrastructure hardware including firewalls and switches and install software security and firmware patches or upgrades.
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