Product/Technical Support

Provides technical assistance to users and clients experiencing hardware, software, network, and system issues across a tiered support model (Help Desk through Tier 3 escalation). Distinct from Network Engineering (which designs and builds infrastructure) and Software Engineering (which develops products): this function diagnoses, troubleshoots, resolves, and escalates incidents, manages tickets to SLA, performs root-cause analysis on the deployed environment, and — at the senior IC end — may also hire, supervise, and direct support personnel on special projects and installations (the IT Support Manager/Supervisor people-management track diverges from the IC escalation track at this point).

Provides technical assistance to users and clients experiencing hardware, software, network, and system issues across a tiered support model (Help Desk through Tier 3 escalation). Distinct from Network Engineering (which designs and builds infrastructure) and Software Engineering (which develops products): this function diagnoses, troubleshoots, resolves, and escalates incidents, manages tickets to SLA, performs root-cause analysis on the deployed environment, and — at the senior IC end — may also hire, supervise, and direct support personnel on special projects and installations (the IT Support Manager/Supervisor people-management track diverges from the IC escalation track at this point).

Provides technical assistance to users and clients experiencing hardware, software, network, and system issues across a tiered support model (Help Desk through Tier 3 escalation). Distinct from Network Engineering (which designs and builds infrastructure) and Software Engineering (which develops products): this function diagnoses, troubleshoots, resolves, and escalates incidents, manages tickets to SLA, performs root-cause analysis on the deployed environment, and — at the senior IC end — may also hire, supervise, and direct support personnel on special projects and installations (the IT Support Manager/Supervisor people-management track diverges from the IC escalation track at this point).

Provides technical assistance to users and clients experiencing hardware, software, network, and system issues across a tiered support model (Help Desk through Tier 3 escalation). Distinct from Network Engineering (which designs and builds infrastructure) and Software Engineering (which develops products): this function diagnoses, troubleshoots, resolves, and escalates incidents, manages tickets to SLA, performs root-cause analysis on the deployed environment, and — at the senior IC end — may also hire, supervise, and direct support personnel on special projects and installations (the IT Support Manager/Supervisor people-management track diverges from the IC escalation track at this point).

Provides technical assistance to users and clients experiencing hardware, software, network, and system issues across a tiered support model (Help Desk through Tier 3 escalation). Distinct from Network Engineering (which designs and builds infrastructure) and Software Engineering (which develops products): this function diagnoses, troubleshoots, resolves, and escalates incidents, manages tickets to SLA, performs root-cause analysis on the deployed environment, and — at the senior IC end — may also hire, supervise, and direct support personnel on special projects and installations (the IT Support Manager/Supervisor people-management track diverges from the IC escalation track at this point).