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What are the Level 1 responsibilities?
· Create users, printers, assign rights / permissions.
· Can troubleshoot basic networking problems.
· Assist all network related service work.
· Assist Entry Level personnel and be able to pass on knowledge.
· Can instruct users on the basics of XP/Vista OS, 2K, and Novell.
· Ability to provide detailed phone support.
· Knows where and when to obtain 2nd and 3rd level product support.
· Assemble a P/C from scratch, determine and work around hardware compatibility issues.
· Be able to troubleshoot hardware issues, determine hardware and software failures.
· Replace suspect hardware and drivers.
· Troubleshoot network physical layer problems and replace damaged components, i.e., faulty patch cords or switch ports.
· Identify network infrastructure problems and notify customer.
· Printer maintenance and repair. Knows how to clean paper feed components and clear simple paper jams. Change spent toner and ink cartridges. ID problems and work w/manufacturer to repair or send out for repairs.
· Identify and repair peripheral problems (tape drives, scanners, etc), work w/manufacturer to repair or send out for repairs.
· Admin Section: Record reported server errors and notify customer.
· Assist senior personnel on installs, placement of w/s, cabling, boxing and un- boxing of merchandise, clearing customer areas of trash.
· Install an operating system from scratch on supported workstations with proper hardware drivers.
· Install and configure a network client and attach to a network. Install and configure hardware for Network access.
· Configure printing for local and networked printers.
· Install hardware and drivers on common peripherals –Scanners, USB devices etc.
· Install print drivers, create peer-to-peer shareable printers for network use.
· Install common, compatible, and tested software applications, i.e., MS Office, Print Shop, etc.
· Setup and deploy most common email clients.
· Update and patch all w/s O/S and applications.
· Be able to properly bring servers up and down.
· Monitor server logs (GroupWise, event viewer etc.) for errors and for tape backup issues. Notify customer and network support personnel when there are issues.
· Monitor and update Anti-Virus software. Ie. Dat - /does not include upgrade of product.
· Create networked print queues on network and peer-to-peer servers.
· Create, configure, and administrate printers.
· Clear basic print issues.
· Assist Project Managers on large projects.
· Review server hardware/software maintenance logs.
· Review tape, backup status and maintenance logs.
· Know how to use the SOS web-site.
· Close each call as it is completed using w/s w/internet access to the online SOS web-site.
· Work w/customer in obtaining repair parts, maintain inventory as requested.
· Maintain neat, orderly, and secure work areas, server rooms, any parts, software inventories and IDF/MDF locations in your charge.
· Citrix, clear or reset sessions, event viewer logs and simple user maintenance (add, delete).
· WatchGuard, be able to view logs on WatchGuard console.
· Make customer aware of outstanding issues and progress.
· Notify customers when issues are beyond L1 capabilities and knowledge!
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What are the Level 3 responsibilities?
· Network Assessments.
· Server Consolidation Recommendations.
· Bandwith Recommendations.
· Plan, Architect and Configure Wireless Solutions.
· Plan, Architect and Configure Disaster Recovery Solutions.
· Plan, Architect, install and Configure VMware plus services.
· Oracle Database Install, Configuration and Performance Tuning.
· SQL Server Database Install, Configuration and Performance Tuning including SQL Mirroring and SQL standby technologies.
· Advanced Network configurations including Switches, Routers, SANs, Fiber connections, VPNS and Firewalls.
· Prepare Desktop Deployment Strategies.
· Plan, Architect and Configure Security Solutions.
· Router Install and Configuration.
· Install and Configure VMware.
· Install and Configure Access Points.
· SAN Installation and Configuration.
· Adding or removing SAN devices from campus Configurations.
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