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Dear All
I need job title and levels for technical support team in software company who give support to client as well as on tele phone... and i need job title n level for developement team, hr and accountant as well.. please help me on this...
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Dear All Please help me out on me as we have development , support, operations, hr, accounts departments. So kindly suggest me designations n levels for them...
Dear Kavita ,

Please do consider the following suggestions:
  • Identify the tasks and list them in columns for each vertical. Suppose you decide to freeze the roles for the operations. Take each role in separate columns and list the tasks.
  • Identify the amount of Transactional and transformational tasks required to do.
  • Identify the level of decision making and approvals allowed in each role
  • List down all the trainings required to make a new candidate fully functional in each role.
  • Define the duration within which the candidate would be ready to deliver.
  • Identify the dimension of impact from each errors made. Suppose a technical support - voice may make a mistake of taking down the customer's id in correctly. What impact would this have? How much of a business loss would it make ? Define the rupee valuation of each mistake. You would get an approximate amount from the operation managers.
  • Define the educational and professional qualification required to function in each role.
  • Distribute points to the dimension required . Suppose at a technical support level the decision making would make an impact of $200 or $400. Whereas a decision making by a business development executive would have a business risk of $2000 -$3000 . Hence the Business development executive would be higher in terms of level, though they may get categorized in the same band.

Few of the Titles along with the task list are shared below. Based on your exercise , you may be able to define it better for your organization.

JOB ID: TECHNICAL SUPPORT

JOB CODE: TS/01/01



REPORTING TO: [Direct supervisor to whom the person doing this job will report]



FIRST LEVEL

SKIP: [The person to whom the Supervisor will report in the

Organization]

SECOND LEVEL

SKIP: [The person whom the Supervisor will in the Client‘s

Organization]





SCOPE:

J 01: To offer support Technical Support Service to desktops, printers and laptops at the client’s locations



DELIVERABLES

D01 Diagnosing the problem and getting the same resolved as per the

severity level assigned to it.

D02 Supporting the desktop license operating system and Application

package

D03 Configuring the print servers and resolving printing problems of the

users

D04 Resolving network connectivity problems at the client end

D05 Installing software’s on the clients

D06 Performing any Install, Move, Add or Change (IMAC) at the client level

D07 Virus control –

Deploying the best practices of virus control

Registering and updating the anti-virus tool on the server

periodically as per client’s contract with the anti-virus tool

vendor

Diagnosing and rectifying any virus problems that can be fixed

by the anti-virus tool

D07 Providing feedback on any new viruses detected



MEASUREMENT MATRIX

INPUT – OUTPUT

M01 Number of diagnosis done correctly/ incorrectly.





M02 How well was the Supporting done to the desktop license operating

System and Application package

M03

M04



COMPETENCIES INVOLVED



Managing Information Resource

Managing Information Service

Apply Information Tools and Technologies

Strong communicators

Remain flexible and positive in an ever-changing environment

Contribute to the knowledge base of the profession by sharing best

practices and experiences, and continue to learn about information

products, services, and management practices.

Commit to professional excellence and ethics, the values principles of the profession.

Employ a team approach; recognizes the balance of collaborating,

leading and following

Takes calculated risks; shows courage and tenacity when faced with

opposition

Plan, priorities and focus on what is critical





RANKINGS: As decided



INCENTIVE SCHEMES:



CREDIT: As recorded on the location by the supervisor



DEBIT: As recorded on the location by the supervisor



REVISAL: As defined by the client / as per the business need.







JOB ID: HELP DESK COORDINATOR

JOB CODE: HDC/01/01





REPORTING TO: FACILITY ENGINEER



FIRST LEVEL REGIONAL RECORD BEAUREAU

SKIP:



SECOND LEVEL [The person whom the Supervisor will in the Client‘s

SKIP: Organization]





SCOPE:

JO1: To offer the help desk service at client’s location as per clients need and generate MIS reports





DELIVERABLES:

D01:Logging user calls and giving them a Ticket number or call report

D02: Assigning severity level to each call as per the definition given by the client.

D03: Tracking each call to resolution.

D04: Escalating calls, if necessary.

D05: Generating call reports using the complain call report from help desk tool.

D06: Analyzing the call statistic.

D07: IT & Telecom facility management software

- Without Interactive Voice Response Systems (IVRS)

- In parallel, the same software with Interactive Voice Response Systems (IVRS)



MEASUREMENT MATRIX [How to measure the deliverable]

INPUT – OUTPUT

M01

M02



COMPETENCIES INVOLVED

1.

2.

3.





RANKINGS: As decided



INCENTIVE SCHMES:



CREDIT: As recorded on the location by the supervisor



DEBIT: As recorded on the location by the supervisor



REVISAL: As defined by the client / as per the business need.





JOB ID: HR GENERALIST

JOB CODE: HR/01/01





REPORTING TO: CEO





SCOPE:

JO1: Implement & monitor various HR initiatives and activities.





DELIVERABLES:

D01: Responsibility includes employment, compensation, labor laws and training and development.

D02: Interview job applicants, review applications/ resumes, evaluate applicant’s skill and make

recommendations regarding applicant’s qualifications.

D03: Develop and maintain relationship with employment agencies and other recruitment sources.

D04: Prepare and maintain job documentation, and job evaluation system in coordination with the

respective department and the authority.

D05: Complete salary survey questionnaire.

D06: Prepare process and distribute payroll.

D07: Design and conduct the induction and employee orientation process.

D08: Administer and explain benefits to the employees.

D09: Recommend, develop and schedule training program and development courses.

D10: Provide advice, assistance and follow up on company policies, procedures and documentation.

D11: Coordinate the resolution of specifies policy related and procedural problems and inquiry.

D12: Recommend, develop and maintain human resource data base, computer system and manual filling

systems.

D13: Rationalize manpower utilization & carryout appropriate rightsizing activities.

MEASUREMENT MATRIX [How to measure the deliverables]

INPUT – OUTPUT

M01

M02



COMPETENCIES INVOLVED

1. Building Good Relationships and contributes

2. Leadership skills in managing others and developing them.

3. Willingness to Learn and increase on self knowledge and maintains self motivation

4. Identifies customer needs and meets them.

5. Represents Integrity and promotes it.

6. Adaptable and can managing change



RANKINGS: As decided



INCENTIVE SCHMES:



CREDIT: As recorded on the location by the supervisor



DEBIT: As recorded on the location by the supervisor



REVISAL: As defined by the client / as per the business need.



Regards,

(Cite Contribution)




Dear (Cite Contribution)
Thank u so much for giving this information. but also suggect me that what designation should i give to support team as we have one installation members, support team who give support to client side and their team leaders, Recovery people who collect amc's and supply n deliver products, tele consultants who solve clients problem regarding software over phone....
Dear Kavita,

Is your organization into IT Facility management ? Here's a list of designations used in this sector.
  1. Technical Support - the one who work live for initial trouble shooting
  2. Help desk - the one who provide support phone, manage the complaint logs
  3. Service desk - The Engineers who troubleshoot beyond the technical support
  4. Facility Engineers - The one who is responsible for deployment , maintenance of document and machines . They work when there is a closure of a project , collects all the machines and audits the assets.
  5. Software support engineers - They trouble shoot the software related to the machines or services offered. Such as Citrix or lotus notes.
  6. Network Admins- They have the general network admin tasks, mostly off location.
Here's some suggestions on how to implement them:
  • You would require to redesign them to create levels . Such as Junior Technical support , for an entry level employee who would work at the client site .
  • Similarly, Junior Help desk executive for an entry level employee at the telephone support role.
  • Any one who travels to client site for servicing machines which requires to be worked beyond troubleshooting, you may designate that employee as Service Engineers or Hardware Engineers . You may add Trainee/Junior/senior to create levels.
  • Since there are AMC related work, you may designate such employees who manage the documents of each machines and work end to end for Facility management, as Facility Engineers and create levels for them with Trainee/Junior/Senior

Please do take a look at the job description of the two roles discussed. You would be clearer about them.

JOB ID: Hardware Engineer
JOB CODE: HE/ 01/01


REPORTING TO: Helpdesk

FIRST LEVEL
SKIP:

SECOND LEVEL [The person whom the Supervisor will in the Client‘s
SKIP: Organization]


SCOPE:
JO1: To offer service that will include Computer Hardware repairing & troubleshooting


DELIVERABLES:
D01: Check the peripheral as per problem reported by user
D02: Report to Helpdesk & wait for reply
D03: Repair & installation as per the reply of the helpdesk
D04: Maintain, Backup and Networking devices, Administration of Windows NT, 2003
Servers,
D05: To providing technical assistant in system handling.
D06: Installation of Software, Backup and Restoration, Knowledge of Shell Scripts, Netware, TCP/Ip networks, LAN & WAN
- Implement Security
- Procedures, Virus Control
- Maintenance LAN/WAN
- Network Hardware
- Maintenance of PCs
D07: General System administration activities on Linux, Solaris, Windows

MEASUREMENT MATRIX [How to measure the deliverable]
INPUT – OUTPUT
M01 As per severity level
M02

COMPETENCIES INVOLVED
1.
2.
3.

RANKINGS: As decided

INCENTIVE SCHEMES:

CREDIT: As recorded on the location by the supervisor

DEBIT: As recorded on the location by the supervisor

REVISAL: As defined by the client / as per the business need.
__________________________________________________ __________________________________________________ ___________

JOB ID: FACILITY ENGINEER

REPORTING TO:
Report directly to the Helpdesk for complains management.
Senior facility [Technical Reporting]
Project Manager [for over all purpose]
SCOPE:
JO1:
To offer support to the facility management

DELIVERABLES:
D01: Responsible for designing, documenting, implementing and maintaining systems and facilities used to manufacture products
D02:Improving overall facilities and related systems including engineering, design collaboration with experts within Technology Department, documentation, installation, debugging and maintenance.
D03: Development and implementation and management of routine, preventative and special maintenance programs for the site.
D04: Implementation and operation of maintenance stores and critical spare parts inventory.
D05: Service and troubleshoot IT, Telecom and BMS Intratel, Hardware and Software.
D06 :Responsible for technical support operations in high-volume, 24x7 environment, including supervision of technical support team and coordination of technical issues involving network, hardware, and operating systems (Windows NT/2000 Server, Windows 9x, Windows XP, Novell, and Linux/Unix).
D07:Supervise network connectivity, implementation, integration, and troubleshooting for systems, laptops, servers, routers, switches, remote access, storage devices, printers, and scanners.
D08: Administration of messaging convergence systems like Postmaster, Microsoft Exchange, Lotus Domino etc including client side troubleshooting.
D09: Administration of Telecom EPBX / Switches from Avaya.Basic Administration including Backup and fine tuning of Database systems like Oracle, Mysql, and Microsoft SQL.
.
MEASUREMENT MATRIX
INPUT – OUTPUT
M01 : As decided by the client

COMPETENCIES INVOLVED

Technical competencies:
Prove knowledge and leadership to technical and application support teams in the administration, installation, training, and support of client/server hardware, software, peripherals, and networked systems for MS Windows NT/2000 Server, Windows 9x, Windows XP, MS-DOS, Novell, Linux/Unix operating systems.

Successfully deliver LAN/WAN/telecommunication connectivity and administration, security peripherals, and multi-platform design of Internet- and client/server/database-related applications.
Behavioral competencies:
Manage Information Resource
Manage Information Service
Apply Information Tools and Technologies
Strong communicator
Remain flexible and positive in an ever-changing environment
Contribute to the knowledge base of the profession by sharing best
practices and experiences, and continue to learn about information products, services, and management practices.
Commit to professional excellence and ethics, the values principles of the profession.
Employ a team approach; recognizes the balance of collaborating,leading and following
Takes calculated risks; shows courage and tenacity when faced with opposition
Plan, priorities and focus on what is critical
Regards,
(Cite Contribution)

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