Job Level

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I know that it is not often very easy to get an idea of this because different places have different setups, but based upon the standard three tier support structure where would you say that you lie in your current role?

I'll start by saying that I beleive my role covers mainly level one and level two tasks such as routine server maintenence and end user support, desktop problems on a daily basis with the occasional venturing into level three with planning, etc, despite being the senior technical person on site.

 

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I wander about on all three levels (and occasionaly hyperspace ).

I do level 1 support for our helpdesk ticketing system, but also go in and hack it and add things when needed!

I also do all levels dealing with billing. But then I wrote the billing system....

Harry.

 

i dont know what i meant to do:

2 weeks ago, my contract expired - then on the last day i found out they are extending it.

now i am meant to do remote installations and setup ids for Impulse and thats it,

but this week i have been installing Notes upgrades for some of users in building (who have not been upgraded), then thursday, doing it on another site (closer to home ), and now they are thinking for me to go out on site and sort machines out where there think the problems are hardware, but the worst thing is, i dont know who is my manager and some of the guys are complaining and saying that i shouldn't be doing that

whats my current role?

 

as i mentioned in another thread, our support structure is different and doesn't fit in a three tier model. but for the sake of the question, i would be at level 3.

 

It was actually your statement in that other thread that lies behind the reason for this threads creation. I'm interested in finding out what level they feel they are at (based upon the three tier model) and why they feel they are at that level.

 

I've only been doing part time IT support, I wouldn't have the foggiest at what level.

 

So when do you get promoted to "tea boy"?

 

forgot to add that i was told im on 2nd line support

 

I do a *bit of everything*
Support office/remote users with everything and more.
Looking forward to the *new* network that will mean lots of IT.

Thanks goes out to JonnyMX

 

so whos making the tea? Jonny or u?

edit: sorry - thought that this was a diff thread

 

I have always been a one man band. Working for myself now, it's hard to delegate anything unfortunately

 

Well, there's no one for me to blame below me which kind of puts me at level 1.

Probably with Windows I'm at level 1, but with our VMS systems, it's closer to level 2.

 

I'm currently at level 1 and 2 with some dabbling in 3.

 

My role involves:

- Providing support for calls escalated from the helpdesk
- Building PC's and laptops
- PC/laptop installs/moves
- Telecoms maintenance
- Basic File and Print server maintenance
- Rollouts - last one involved installation of Switch and Routers
- Project work involves ordering, planning and organising installation of lines for the telephone system and Network (Switch and Router), organising cat5 cabling requirements.

How would you guys categorise that, is there any definitions for each level...

 

General dogsbody?

 

1 and 2.

 

lol, feels like that sometimes!

Thanks simongrahamuk! Anyone got any definitions/guidelines for each level..... what does level 3 involve?