JOB DESCRIPTION
operator technical support
1. General Provisions
1.1. This job description defines the functional, job duties, rights and responsibilities of the technical support operator of the "Standard Technologies" unit (hereinafter referred to as the Technical Support Operator) All-Russian Association of Employers "Russian Union of Industrialists and Entrepreneurs" (hereinafter referred to as the Institution).
1.2. A person who meets the following education and training requirements is appointed to the position of technical support operator:
1.3. The technical support operator must know:
1.4. The technical support operator must be able to:
1.5. The technical support operator is appointed to the position and dismissed from the position by order of the executive vice president of the Institution in accordance with the current legislation of the Russian Federation.
1.6. The Technical Support Operator reports to the EVP of the Institution and Head of the Standard Technologies Division.
2. Labor functions
3. Job responsibilities
4. Rights
The technical support operator has the right to:
4.1. Request and receive the necessary information, as well as materials and documents related to the activities of the technical support operator.
4.2. Improve qualifications, undergo retraining (retraining).
4.3. Enter into relationships with departments of third-party institutions and organizations to resolve issues within the competence of the technical support operator.
4.4. Participate in the discussion of issues that are part of his functional duties.
4.5. Make suggestions and comments on the improvement of activities in the assigned area of work.
4.6. Contact the relevant authorities local government or to the court to resolve disputes arising in the performance of functional duties.
4.7. Use information materials and legal documents necessary for the execution of their official duties.
4.8. Pass certification in the prescribed manner.
5. Responsibility
The technical support operator is responsible for:
5.1. Failure to perform (improper performance) of their functional duties.
5.2. Failure to comply with the orders and instructions of the Executive Vice President of the Institution.
5.3. Inaccurate information about the status of the execution of assigned tasks and instructions, violation of the deadlines for their execution.
5.4. Violation of internal labor regulations, rules against fire safety and safety precautions established in the Institution.
5.5. Causing material damage within the limits established by the current legislation of the Russian Federation.
5.6. Disclosure of information that became known in connection with the performance of official duties.
For the above violations, the technical support operator may be brought to disciplinary, material, administrative, civil and criminal liability in accordance with applicable law, depending on the severity of the offense.
This job description has been developed in accordance with the provisions (requirements) Labor Code Russian Federation dated December 30, 2001 No. 197 FZ (Labor Code of the Russian Federation) (with amendments and additions), professional standard"Specialist in technical support of information and communication systems" approved by order of the Ministry of Labor and social protection of the Russian Federation dated October 5, 2015 No. 688n and other regulatory legal acts regulating labor relations.
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[Job title]
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[Name of company]
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_______________________/[FULL NAME.]/
"______" _______________ 20___
JOB DESCRIPTION
Technical Specialist
1. General Provisions
1.1. This job description defines and regulates the powers, functional and job duties, rights and responsibilities of the technical specialist [Name of organization in the genitive case] (hereinafter referred to as the Company).
1.2. The technical specialist is appointed to the position and dismissed from the position in the established current labor law by order of the head of the Company.
1.3. The technical specialist belongs to the category of specialists and reports directly to [position title of the immediate supervisor in the dative case] of the Company.
1.4. The Technician is responsible for:
- timely and high-quality performance of tasks for their intended purpose;
- compliance with performance and labor discipline;
- safety of documents (information) containing information constituting a trade secret of the Company, other confidential information, including personal data of employees of the Company, entrusted to him for the proper performance of the tasks assigned to him;
- observance of labor safety measures, maintenance of order, compliance with fire safety rules in the work area (workplace) entrusted to him.
1.5. Persons with a secondary vocational (technical) education are appointed to the position of a technical specialist without presenting requirements for work experience.
1.6. V practical activities the technician must be guided by:
- local acts and organizational and administrative documents of the Company;
- internal labor regulations;
- rules of labor protection and safety, ensuring industrial sanitation and fire protection;
- instructions, orders, decisions and instructions of the immediate supervisor;
- this job description.
1.7. The technician must know:
- normative-legal and normative-methodical acts on the organization of production of products manufactured by the department, the technology of the department's work;
- basic methods of work performance;
- current standards and specifications on the developed technical documentation, the procedure for its preparation and the rules for registration;
- production equipment, apparatus and tools, rules for their use;
- technical characteristics, design features, purpose, operating principles and operating rules of the equipment used;
- methods and means for measuring parameters, characteristics and data of the equipment operation mode, performing technical calculations, graphic and computational works;
- applicable forms of accounting and reporting and the procedure for accounting and reporting;
- methods for calculating the economic efficiency of introducing new equipment and advanced technology, rationalization proposals and inventions;
- the tasks entrusted to him and subordinate employees, the possibilities for solving these tasks;
- technical means of receiving, processing and transmitting information;
- internal labor regulations;
- labor protection rules and regulations.
1.8. During the period of temporary absence of a technical specialist, his duties are assigned to [deputy position].
2. Job responsibilities
The technical specialist is obliged to perform the following labor functions:
2.1. Ensure timely and high-quality performance of tasks entrusted to him in strict accordance with the approved work procedure.
2.2. Perform the necessary technical calculations, the development of simple projects and simple schemes, ensuring their compliance terms of reference, applicable standards and regulations.
2.3. Perform adjustment, adjustment, adjustment and experimental testing of equipment and systems in laboratory conditions and at facilities, monitor its good condition.
2.4. Participate in experiments and tests, connect devices, register the necessary characteristics and parameters, and process the results.
2.5. Participate in the development of programs, instructions and other technical documentation, in the manufacture of mock-ups, as well as in testing and experimental work.
2.6. Perform work on the collection, processing and accumulation of source materials, data statistical reporting, scientific and technical information.
2.7. Compile descriptions of the work performed, the necessary specifications, diagrams, tables, graphs and other technical documentation.
2.8. To study for the purpose of use in the work of reference and special literature.
2.9. Participate in the justification of the economic efficiency of the introduction of new equipment and advanced technology, rationalization proposals and inventions.
2.10. Perform work on the preparation of planning and reporting documentation, make the necessary changes and corrections to the technical documentation in accordance with the decisions taken during the consideration and discussion of the work performed.
2.11. Accept and register incoming documentation and correspondence on the work performed, ensure its safety, keep records of the passage of documents and control the timing of their execution, as well as carry out the technical execution of documents completed by office work.
2.12. Organize, process and prepare data for reporting on work. Take the necessary measures to use modern technical means in the work.
2.13. Rationally use the material, technical and other means of the department in the interests of fulfilling the tasks entrusted to it.
2.14. Protect from loss (disclosure) documents and information constituting state and official secrets.
2.15. At the direction of the head of the department, take part in the training of technical executors of the department, improve their skills.
2.16. Comply with internal labor regulations and safety requirements.
2.17. Submit proposals to the head of the department to ensure ergonomic working conditions, rationalize the workplaces of the department.
In case of official necessity, a technical specialist may be involved in the performance of his official duties overtime, by decision of the Deputy Director for Production, in the manner prescribed by law.
3. Rights
The technical specialist has the right:
3.1. Make decisions in order to ensure the daily activities of the department on issues within its competence.
3.2. Prepare and submit to the immediate supervisor your proposals for improving the work of the department (its additional personnel, logistics, information support).
3.3. Participate in departmental meetings to discuss organizational issues production work and also related to his work.
4. Responsibility and performance evaluation
4.1. The technical specialist bears administrative, disciplinary and material (and in some cases provided for by the legislation of the Russian Federation, also criminal) responsibility for:
4.1.1. Non-fulfillment or improper fulfillment of official instructions of the immediate supervisor.
4.1.2. Failure or improper performance of labor functions and the tasks assigned to him.
4.1.3. Unlawful use of the granted official powers, as well as their use for personal purposes.
4.1.4. Inaccurate information about the status of the work entrusted to him.
4.1.5. Failure to take measures to suppress the identified violations of safety regulations, fire and other rules that pose a threat to the activities of the enterprise and its employees.
4.1.6. Failure to enforce labor discipline.
4.2. Evaluation of the work of a technical specialist is carried out:
4.2.1. The immediate supervisor - regularly, in the course of the daily implementation of the employee's labor functions,
4.2.2. Certification Commission enterprises - periodically, but at least once every two years, based on the documented results of work for the evaluation period.
4.3. The main criterion for evaluating the work of a technical specialist is the quality, completeness and timeliness of his performance of the tasks provided for in this instruction.
5. Working conditions
5.1. The mode of operation of a technical specialist is determined in accordance with the internal labor regulations established by the Company.
5.2. In connection with the production need, the technician is obliged to travel to business trips(including local values).
Acquainted with the instructions ______ / _______ / "__" _______ 20__
I. General provisions
This instruction applies to the technical specialist of the department information technologies enterprise and designed in accordance with:
- Qualification guide positions of managers, specialists and other employees.
decree of the Ministry of Labor and social development RF of August 21, 1998 No. 37 (as amended on 02.01.00).
1.1. This job description defines functional responsibilities, the rights and responsibilities of a technical support specialist.
1.2. A person with at least 2 years of experience in a similar position is appointed to the position of a technical support specialist.
1.3. The technical support specialist is appointed to the position and dismissed by the order of the director of the enterprise.
1.4.Technical support specialist reports directly to the head
information technology support department.
1.5. The main performance indicators are:
1.5.1. organization of uninterrupted operation of peripheral equipment:
printers, multifunction devices, print servers, fax machines, telephones,
scanners, copiers, monitors, keyboards, mice, etc.;
1.5.2. Restoration of operability of equipment and IT equipment within the terms specified in the “Access Level Agreement”;
1.5.3. keeping in order the cable network system (SCS) of its branch;
1.5.4. organization of warranty repair of computer equipment;
1.5.5. timely replenishment of the reserve of consumables and equipment;
1.5.6. formation of the procurement budget for the month, no later than the 25th day of each month;
1.5.7.formation of the procurement budget for the week, no later than Wednesday of each week.
II. Job Responsibilities
Technical Support Specialist:
2.1. Supports the functioning of user workstations.
2.2. Performs routine maintenance of equipment.
2.3. Monitors the health of the user's workstation software.
2.4. Organizes the purchase and receipt of equipment with the execution of the necessary documents.
2.5. Monitors the presence and working state of anti-virus systems.
2.6. Plans and implements a security strategy to protect data and network shares, including folders, files, and printers.
2.7. Plans and implements a strategy for auditing network events to detect and correct security breaches. Manages resources and controls their use.
2.8. Plans and performs regular backups to ensure that important data is quickly restored.
2.9. Plans, creates and leads Accounts users and groups to ensure that each user is able to register on the network and access the necessary resources.
2.10. Monitors the standardization of software and hardware of user workstations. Removes software not approved by the IT department. Together with the system administration group, develop a standard set of software. Conduct preliminary testing.
2.11. Accepts applications for maintaining services (Help Desk). Performs them in accordance with established regulations.
2.12. Keeps records of equipment in 1C in accordance with the established regulations. Conducts inventory in accordance with the orders of the department.
2.13. Carries out the movement of equipment between employees, warehouses and branches.
2.14. Accepts applications for the purchase of equipment (“Application to IT”). Checks the correctness of their filling and the presence of the necessary approvals.
2.15. Installs, configures, maintains all software products used in the branch.
2.16. Performs other work of varying degrees of complexity related to the functioning of a computer system and applied mat. ensure
2.17. Brings his innovations, comments and suggestions on the work of the IT department to the head of the IT support department.
2.18. Plans his work and reports in a timely manner to the head of the IT support department.
2.19. Fulfills orders of the Head of the IT Department, Head of the IT Support Department.
2.20. Coordinates work plans with the head of the IT support department.
2.21. He improves his professional level with the help of special courses, a senior system administrator, as well as self-study.
2.22. Increases the computer literacy of the company's employees. Participates in the development of instructions, training of company employees.
The technical support specialist has the right to:
3.1. Get acquainted with the draft decisions of the management of the enterprise related to its activities;
3.2. Submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;
3.3. Require and receive from all structural divisions of the enterprise information and documents on issues within its competence;
3.4. Require the management of the enterprise to assist in the performance of their duties and rights.
3.5. Make proposals for improving the quality management system;
3.6. Participate in activities aimed at correcting and preventing inconsistencies in the quality management system.
IV. A responsibility
The Technical Support Specialist is responsible for:
4.1. For failure to perform (improper performance) of their official duties, provided for by these job descriptions, to the extent determined by the current labor legislation of the Russian Federation.
4.2. For committing an offense in the process of carrying out their activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.
4.3. For causing material damage- within the limits determined by the current labor, criminal and civil legislation of the Russian Federation.
4.4. For untimely and poor-quality execution of documents on behalf of the director of the enterprise, improper record keeping in accordance with applicable rules and instructions, as well as the use of information by employees of the department for non-official purposes.
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reference
Technical support or user support specialist (enikeyschik) is a computer specialist, usually an assistant system administrator, who helps users in situations of "press any key to continue" ("press any key to continue").
Description of activity
The activity of a technical support specialist is work in a technical support service (Technical support, Helpdesk, Service desk) or a service structure that resolves user problems with computers, hardware and software. The technical support service at each enterprise can be built in a variety of ways (meaning the implementation of support processes). There are several support service models: centralized, local, virtual. The technical support service can be organized both in order to serve external customers (outsourcing of computer maintenance) and internal ones (a subdivision of the IT department in large enterprises).
Wage
average for Russia:average in Moscow:average for St. Petersburg:
Job responsibilities
The specialist's duties include working with UNIX and other networks, servers, internal corporate IT systems. The main duties of a technical support specialist (helpdesk) are consulting users on information technology issues, solving user problems related to the operation of office equipment, as well as initial network administration.
Features of career growth
Career growth for a technical support specialist is possible within the department. In large departments there is a system of ranks. The higher the rank, the higher the requirement and the load, respectively, the higher wage. Developing in the administrative direction, a technical support specialist can be promoted to a manager.
Employee characteristic
A technical support specialist must have good communication skills, purposefulness, quick learner, responsibility, attentiveness. Often in the work you have to master new programs and equipment. This requires the skill of self-learning. It is very important to have good communication skills, this will help to find mutual language with users, quickly solve their problems. V large companies technical support specialists can conduct staff training, which requires certain pedagogical skills.
2. Experience from one year in a similar position.
2. The User Support Specialist must:
Firmly know and understand the operating systems of the Microsoft Windows XP, Windows 7 family (at the administrator level local system). Know Microsoft MS Office 2003,2010 products, standard programs approved by company policy. Understand the principles of operation of network equipment and the internal structure of the network. Know the device of a personal computer and peripheral devices. Have experience in building constructive interaction with people, be able to clearly express their thoughts. Know the procedure for maintaining and processing technical documentation. Have basic knowledge of English sufficient to read technical literature . Know and comply with the internal labor regulations; rules and norms of labor protection, safety measures, industrial sanitation and fire protection.
II. Job responsibilities.
The User Support Specialist must:
Provide support, training and advice to company employees on computer and software related matters. Provide operational assistance to employees in troubleshooting, identify, localize and eliminate errors (failures). Receive and record applications from users, monitor the process of their elimination. Assist with software selection required by the company to meet your needs to the maximum. Perform work on installing and configuring programs and software tools approved by company policy. Establish new jobs and carry out the transfer of existing ones. Set up PCs and PDAs, test, identify and troubleshoot computers and copiers. Create and configure telephone numbers. Keep records of the reception / issue of equipment belonging to the IT department. To carry out the purchase and accounting of consumables to ensure the smooth functioning of printers and copiers. Maintain orders for the supply of equipment in an automated accounting system. Carry out paperwork (receipt / expenditure) and accounting for equipment in the IT warehouse. Keep a record of licensed software. Conduct an inventory of IT equipment. Provide information to company employees on general IT issues. Carry out official assignments, instructions and instructions from the immediate supervisor and one-time official assignments of the director of the information technology department.III. The User Support Specialist has the right to:
1. Require the provision of normal working conditions (workplace, means of labor, etc.).
2. Use of Instructions approved by the President of the company, orders, instructions, rules and other documents regulating the work of a user technical support specialist.
3. Inform the direct management about the identified malfunctions in the work, the hardware and software entrusted to him and the shortcomings in the work.
IV. Relationships:
User technical support specialist interacts with all functional units (departments) and company officials within his competence. A user technical support specialist works in a technical support team to achieve a common result, maintains a friendly atmosphere in the team.
V. The User Support Specialist is responsible for:
1. For poor-quality and untimely performance of the tasks and duties provided for by this Instruction.
2. For non-use and / or misuse of the rights granted by this Instruction.
3. For non-compliance with the Instructions, orders, orders, Rules and other documents regulating the work of a user technical support specialist.
4. For non-compliance with the rules of internal labor regulations, safety and fire safety.
5. For damage or negligence in storage and use, theft of company property.
6. For rude, tactless attitude (behavior) when communicating with staff and visitors of the company.
7. For the safety of documentation and non-observance of the interests of the company, the issuance of confidential information, documentation (trade secrets) about the company and its clients to third parties.
8. For providing direct management with false or distorted reporting and other documentation (information).
VI. Working mode:
1. The mode of operation of a user technical support specialist is determined in accordance with the Internal Labor Regulations established by the Company.
VII. Final provisions:
1. This job description is made in two copies, one of which is kept by the Company, the other by the employee.
2. The tasks, duties, rights and responsibilities of an employee may be specified in accordance with changes in the structure, tasks and functions of the Company.
3. Changes and additions to this Job Description are made by order of the President of the Company.
Head of structural
subdivisions _____________________ _____________________________________
(signature) (surname, initials)
20____
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familiarization with the job description |
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No. p / p | Surname, name, patronymic of the employee appointed to the position | Date and signature of the employee after reading the instructions and receiving a copy of it | Date and number of the appointment order | Date and number of the dismissal order |
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