Careers at Sunstate

Roles

Responsibilities

Tier 2 Support

Review and work on all tickets with a Tier 2 CW Subtype.
Provide Technical assistance and mentoring to Tier 1 Technicians.
Work on Tier 1 tickets and help Tier 3 engineers if there are no Tier 2 tickets to work on (whichever is in most demand/pressing to business needs)
Tier 2 Technicians should have thorough understanding of all Tiers and their Subtypes.

Work on all Tier 2 Faults

All faults which can be categorized from the CW Tier 2 Subtypes should be worked on and resolved by Tier 2 Technicians.

Attempt Tier 3 Faults

If fault constitutes Tier 3 support, but a Tier 2 Technician feels they can resolve the fault, authorization must be acquired from Tier 3 member before attempting to work on faults.

Escalation

Where tickets Type/Subtype constitutes Tier 3, Escalation procedure must be followed. this will involve advising the Coordinator that a ticket requires escalation from Tier 2. Once a ticket is escalated it will be re-assigned by the coordinator to Tier 3. This keeps the coordinator in the know.

Identify Trends, Patterns & Issues

Tier 2 Technicians are expected to identify more advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by Tier 2 Technicians by writing scripts for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.

Project Work

Tier 2 Technicians are expected to aid on Projects as and when required.

SLAs

Ensure ticket response times are met as per client’s SLAs.

Roles

Certification & Work History

Tier 2 Support

Tier 2 Technicians should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training.

Tier 2 skill set

Advanced Computer and operating system trouble shooting.
Advanced Networking and troubleshooting.
Advanced Help desk experience using ticket programs. 2+ years.
Basic Project management and ownership
Advanced Client application troubleshooting.
Project Lead Experience
Excellent documentation in ITBoost

Tier 2 Certifications/Qualifications

A+ certification or compatible years of service and work history.
Networking+ certification or compatible years of service and demonstrative work history.
Security+ certification or compatible years of service and demonstrative work history.
CCNA Cisco Certification or compatible years of service and demonstrative work history.
Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

Roles

Responsibilities

Helpdesk Cover

Ensure helpdesk is manned always.
Request additional support from Coordinator when necessary.

Effective use of Resources

Through effective escalation, Tier 2 Technicians should ensure they identify faults effectively to ensure either escalation to correct Tier or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.

Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* – Tier 2 Technicians are permitted to write and test scripts/monitors against their own machines and/or in the Dev environment. However, deployment of scripts/monitors into production environments much first be approved by the Director.

Roles

Responsibilities

Communication

Communicate – Right Time, Right Place.

Role Model

Tier 2 Technicians are role models for Tier 1 Support engineers. As such, they are expected to behave with the professional which this position commands.

Identify Rising Talent

Tier 2 Technicians should identify and report Tier 1 Technicians who are showing promising signs of improvement/promotion

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

Roles

Responsibilities

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

Tier 2 Technicians are likely to experience more aggressive client frustrations due to the nature of the faults being dealt with, and the severity of these to clients.
Mindful of potential problems and act quickly to mitigate these.
All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.
Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Coordinator for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative.

Identify Sales Opportunities

Pick up on client buying signals
Identify systems in need of upgrade or replacement
Forward Opportunities to CW Sales Board.

Roles

Responsibilities

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.
As a 2nd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 1 escalation.

Documentation

All Technicians in all support Tiers are expected to:
-be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.
– keep their Ticket Status’ up to date, reflecting the current state of the fault.
– ensure tickets have up-to-date notes at COB of every day.
– provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.
Client information, usernames and passwords and How to documents need to be recorded in ITBoost.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

Roles

Responsibilities

System Administrator

Review and work on all tickets with a Tier 3 CW Subtype
Provide Technical assistance to Tier 2 Technicians
Work on Tier 2 tickets and assist Tier 2 engineers if there are no Tier 3 tickets, client projects or business improvement projects to work on (whichever is in most demand/pressing to business needs).
In rare cases that none of the above is available, then work on Tier 1 support.
System Admins should have thorough understanding of all Tiers and their Subtypes.
Given the severity and impact to business of Tier 3 support tickets, System Admins are expected to take ownership of Tier 3 faults and see these through to completion, even if faults need to be worked on past working hours. In the event this is not possible; fault MUST be handed over to the Technical Director or another Tier member that is qualified to assist before finishing shift.

Escalation

Where tickets Type/Subtype constitutes Tier 3, but System Admins is unable or uncomfortable with working on the issue, escalation procedure must be followed. Tier 3 escalation should be directly to the Technical Director or another Tier 3 member that is qualified to assist.

Identify Trends, Patterns & Issues

System Admins are expected to identify the most advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by System Admins by writing scripts/designing monitors for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.

Project Work

System Admins are expected to spend a significant proportion of their time working on Active Projects and assisting with Interim support of Active projects.
As Subject Matter Experts (SMEs) and senior members of the team, System Admins are expected to be actively involved in the design of new systems for clients in conjunction with Technical Director.

SLAs

Ensure ticket response times are met as per client’s SLAs.

Roles

Certification & Work History

Tier 3 Support

System Admins should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University training

System Admins skill set

Advanced Computer and operating system trouble shooting.
Advanced Networking and troubleshooting
Advanced Help desk experience using ticket programs. 3+ years
Advanced Project management and ownership
Advanced Client application troubleshooting.
Project Lead Experience
Project Management Experience
Excellent documentation in ITBoost

System Admins Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.
Networking+ certification or compatible years of service and demonstrative work history.
Security+ certification or compatible years of service and demonstrative work history.
CCNA Cisco Certification or compatible years of service and demonstrative work history.
Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.
Microsoft Certified System Engineer (MCSE) or compatible years of service and demonstrative work history.
Microsoft SQL DBA certification or compatible years of service and demonstrative work history.

Roles

Responsibilities

Helpdesk Cover

Ensure System Admins is available always.
Request additional support when necessary

Effective use of Resources

Through effective escalation, System Admins should ensure they identify faults effectively to ensure either escalation to System Admins or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.
Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults. 

Note* – System Admins are EXPECTED to write and test scripts/monitors against their own machines and/or in the Dev environment to repair faults, often on mass to save significant helpdesk time in all other tiers and cost to business.
Deployment of scripts/monitors into production environments much first be approved by the System Administrator/Supervisor.

Roles

Responsibilities

Communication

Communicate – Right Time, Right Place.

Role Model

System Admins are some of the most senior members of the team and are role models for Tier 1 and Tier 2 Help Desk Technicians engineers. As such, they are expected to behave with the utmost professionalism which this position commands.

Identify Rising Talent

Tier 3 Technicians should identify and report Tier 2 Technicians who are showing promising signs of improvement/promotion.

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

Roles

Responsibilities

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

System Admins deal with the most serious and critical faults in the business, as well as projects likely to cause significant disruption to business.
Mindful of potential problems and act quickly to mitigate these.
All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.

Identify Sales Opportunities

Pick up on client buying signals
Actively review and Identify systems in need of upgrade or replacement.
Forward Opportunities to CW Sales Board.

Roles

Responsibilities

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.
As a 3rd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to the Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 2 escalation.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.
– keep their Ticket Status’ up to date, reflecting the current state of the fault.
– ensure tickets have up-to-date notes at COB of every day.
– provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.