Jan 18

Types of Jobs in Server Support

Jobs in Server Support

Support engineers require some formal education or experience. Support engineers or sometimes more specifically referred to as technical support engineers; addresses customer questions and concerns. Depending upon an organization’s structure, the job title or the job description may vary. Yet these professionals still need to perform essential duties such as answering incoming phone calls from customers and troubleshooting technical problems. The educational requirements for this career vary, although an associate degree or bachelor, and preferred training in the technical field is usually required. Individuals can also find positions with significant professional experience.

Server Support Engineer job is usually divided into 3 categories- Level1, Level2 and Level3.

Level1 is the first server support level accountable for basic issues. The primary responsibilities of level 1 support officer are to gather the data, determine the issue and escalate the unsolved one to the upper level. Level1 server support Job may be required to do the following tasks:

  • Create new users for the organization. Install and configure software, hardware, networks, printers and network devices.
  • Open change requests. Monitor queue and escalate to Level2 or Level3 where necessary and team lead if required.
  • Diagnose issues using applicable tools and troubleshoot.
  • Check for events or logs and report. Check for any abnormalities.
  • Perform task on systems disk, memory, processor incidents and patch servers, repair and replace equipment as necessary.

Level2 users or administrators possess more in-depth technical level support and for that reason experienced and are knowledgeable on particular service or product. Technicians are usually required to know, good experience of various operating systems and hardware and may require to do the following tasks:

  • Perform system and firmware updates, application updates and service packs
  • Should be able to offer technical advice or remote support in detail level.
  • Coordinate with your team and other departments for collaborating IT projects.
  • Join Server Outage calls with Level3 level Technician to help.

Level3 users are the uppermost level of server support role job. The title as level 3 support role means they are the experts possessing high knowledge and experience for support and troubleshooting. They have access to highest technical resources for problem resolution or supporting server administrator. They may be required to perform critical tasks such as:

  • Providing remote support for escalated issues daily.
  • Assisting junior level, being a mentor for Level1 and Level2 teams and provide training where necessary.
  • Working on critical changes. Interacting with customer and internal team on various server performance reports.
  • Suggesting for upgrades, resolving issues within the established timeframe to support service level.
  • Complying, maintaining and promoting information security. Making suggestions on upgrades and security patches.

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