Typical job roles in the IT technical support function, including:
• 1st line support who collect the customer’s information and determine the customer’s issue by analysing the symptoms
• 2nd line support who prioritise support activities and take on more technical problem-solving activities
• 3rd line support who understand the strategic priorities, routinely manage the most complex activities and determine underlying problems
• infrastructure architects who design enterprise IT solutions
The primary responsibility of the IT Architect is to design and implement complex computer systems and offer infrastructure services. The professional will address any issues related to ICT security and performance. They have to take charge of the software and hardware installations, specification, testing and service transition. The professional will have to identify the potential technology innovations and engage with businesses. The architect needs to guide in the execution of Incident, Change, Release, Problem, Performance, and Availability Management. The article is taken from "https://www.fieldengineer.com/"
• network administrators who often work as part of 2nd and 3rd line support.
An IT network administrator focuses on maintaining an organization’s data management network. The IT network extends to the corporate LAN, WAN, intranet, and the Internet. Users rely on this web of networking technology to communicate and share, store, and process information. The IT network administrators are responsible for maintaining a reliable, secure, and efficient data communications network. The article is taken from "https://www.webopedia.com/"
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Links to Assessment criteria |
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A3 Job roles in IT technical support and management |
Analysis of information: Interpreting Results, Drawing conclusions from data, Comparing data
Using Numbers: Counting, Place value, adding and subtracting, multiplying and dividing.
Using numbers: Written or mental methods, using a calculator, rounding and estimating, problem solving
Anonymous Assessment - Learners assess an anonymous piece of work containing deliberate mistakes against given success criteria.