Technical specialist
Summary
A technical specialist maintains and repairs hardware and software on client premises.
Mission
To effectively maintain customer hardware/software. Responsible for delivering timely and effective repairs to ensure optimal system performance and superior customer satisfaction.
Deliverables
Accountable (A): Solved incident
Responsible (R): Up-to-date solution
Contributor (C): Solution documentation
Main tasks
- Identify software and hardware problems and repair
- Perform regular maintenance on hardware and software components
- Install cables and configures hardware and software
- Document system addresses and configurations
- Run diagnostic programs or use test equipment to locate source of problems
- Communicate effectively with end users and customer management
- Maintain security and functionality through application of program temporary fixes
e-CF Competences assigned
- C.02 Change Support (Level 3)
- C.03 Service Delivery (Level 2)
- C.04 Problem Management (Level 3)
KPI Area
Efficiency and speed of problem resolution
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