Tier lead technical support vs technical support senior engineer

Differences between tier lead technical support and technical support senior engineer 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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Technical support senior engineer example responsibilities.

• Manage releases of all front-end applications to Citrix farm.
• Investigate, reproduce and troubleshoot all escalate issues and manage them until resolution.
• Manage and lead client-server performance cases by analyzing database performance and metrics that includes hardware and network relate performance analysis.
• Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
• Analyze systems for capacity planning and assist with the enhancement of network infrastructure and distribute applications.
• Build, maintain and upgrade W2K3 and W2K8 servers for DOD & USAF.
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