JP Arroyo

PC Tech (OJT) - Responsibilities

o   Setting up hardware (PC, CPUs, Network  Switches, APs, Server)

o   install OS(windows and  Linux)

o   Install software, programs, printers, peripherals (e.g. video cards, sound cards, processor, motherboards, etc.)

o   troubleshoot and configure software and programs

o   update hardware,  firmware and drivers

o   Maintain and repair technological equipment (e.g. routers) or peripheral devices

o   Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)

o   Manage security options and software in computers and networks to maintain privacy and protection from attacks

o   Perform regular upgrades to ensure systems remain updated

o   Troubleshoot system failures or bugs and provide solutions to restore functionality

o   Arrange maintenance sessions to discover and mend inefficiencies

o   Keep records of repairs and fixes for future reference

o   Offer timely technical support and teach users how to utilize computers correctly

Technical Support - Responsibilities

General Task:

o Update to-do list right away as task are done or updates are encountered.

o Forward to next of shift if not resolve or escalate as needed.

o create daily, weekly, monthly or seasonal reports indicating faults and suggestion areas that needs improvement

o searches the Internet for about 80% to resolve any issues encountered

o juggle tasks of multiple clients support and meet their deadline

Email Task:

o respond to client's inquiry

o act on client's request/task

· to work on a chart and fill-up the needed fields

· to investigate, report and suggest a solution to an impending issue

· to follow up on a specific caller

· to check for updates on the case

· To update ticket, caller, service provider, etc.

Tier1 Task:

o receive about 30 incoming calls, assess and do initial troubleshooting

o create and update ticket to all received calls

o document callers basic information and device their using

o log callers complain and symptoms on their issues experiencing

o isolate root cause, provide initial assessment and possibly resolution

o set case to the priority it needs to be

o escalate to higher operations as needed

Tier2 Task:

o receive about 30 incoming calls, create ticket, document call logs, isolate issue

o troubleshoot on LAN network issue

o escalate site wide cases right away

o investigate any issue in LAN then recommends a solution

TIer3 Task:

o 24/7 network performance monitoring

o work on escalated cases until resolve

o schedule task and ticket as encountered accordingly

o responsible for network devices and connectivity

o works on point to point off-site base-station

o responsible for power distribution unit and device's health

o recommend temporary and sensible solution to network issues encountered

o investigate on lingering network issue causing minor to major outages

o Hardware troubleshooting and resolution recommendation

o send a compatible hardware replacement to the site as needed

o dispatch technicians as needed to resolve network issue

o configure switches, routers and aps to work on the existing network

o coordinate with service provider on their maintenance or outages occurred outside our network but affecting our service

o daily firmware upgrades on all network devices especially on LAN devices

o Pro-actively generate leads for the email or phone # of client's power provider, service provider, data centre provider, weather forecast on client's location, etc.

o Responsible to communicate with ISP and that they provide a seamless service to our network

o set scheduled maintenance on calendar and inform affected party of the impending outage

o escalate/resolve ticket as necessary