Tier lead technical support vs technical support specialist

Differences between tier lead technical support and technical support specialist 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 specialist example responsibilities.

• Implement hardware and software upgrades and maintain stability, usability, and security for desktop/laptop/mobile systems; achieve SLA's.
• Manage all operating end-user software including JavaScript - updating/installing Java.
• Install, configure and manage proprietary applications on Unix servers.
• Manage large-scale PC deployments including site surveys involving verification of network activity and appropriate power availability.
• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
• Deploy and troubleshoot complex software installations in Microsoft and Linux environments.
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