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| POSITION DESCRIPTION | AIIA SURVEY OF SALARIES AND REMUNERATION PACKAGING AUGUST 2010 |
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Support Engineer - Client User Server |
| Position Code: | 3240 | | Career Level: | 3 |
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Responsible for
Providing general service/support to customers in either a field or on-site capacity. Installing, repairing and maintaining customers' computer systems environments including hardware, system software and peripherals. |
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Reports To
A Service/Support Team Leader or Supervisor in a large branch or state-based organisation. May report directly to a first-level Service/Support Manager in a smaller operation. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Installing and repairing hardware and/or software products at the intermediate level.
Providing systems configuration planning and consultancy.
Managing small to medium technical accounts.
Based on a working knowledge of customers' systems, may provide input related to pre-sales consultancy work.
Providing first level Helpdesk response.
Possibly assisting junior Service/Support staff on the job.
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Key Skills
Ability to diagnose and repair specialised products.
Ability to plan and execute complex areas of installation.
Ability to provide detailed written responses to technical requirements.
Proficient knowledge of the operation and maintenance of computer equipment supplemented by appropriate technical qualifications.
At this level may include advanced diploma or equivalent electronics or computing course from a TAFE college and/or industry developed programs (e.g.. Toshiba Procare, HP Printer Certificate, Compaq Certificate I and II, Novell CNA).
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Internal Contacts
Customer Service/Support team members, Call Centre staff, Sales, Marketing and Professional Services staff. |
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External Contacts
Customers at Operational and Management level and third party Suppliers. |
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Typical Experience
At least 4 - 8 years of experience in a Computer Service/Support environment. |
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Other Comments
Typically jobs will be allocated and monitored via a call management system. This position may either be based on-site with a particular customer or function as a field resource with an area of operation. |
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