Technician/Engineer II
ITS.GEN.S2
Experienced support technician.
Experienced support technician.
The story of this role
Who does this work
An IT Support Specialist who wants to ensure that all systems are running smoothly and that users receive prompt and effective technical assistance.
The problem this role solves
- The external problem: Users are experiencing technical issues that hinder their productivity.
- The internal problem: The IT Support Specialist feels overwhelmed by the volume of requests and pressure to resolve issues quickly.
- Why it matters: Everyone deserves reliable technology to perform their jobs without disruption.
The plan
- Develop strong communication skills to understand user needs effectively.
- Enhance technical knowledge of systems and devices to provide comprehensive support.
- Implement a ticketing system to manage requests and prioritize tasks.
- Stay updated with industry trends and best practices for continuous improvement.
- Build relationships with users to foster trust and understanding.
What's at stake
Users remain frustrated due to unresolved technical issues, impacting team morale. The IT Support Specialist faces burnout from managing an overwhelming volume of requests and feels unrecognized for their efforts.
Success looks like
Users experience minimal downtime with their technology, leading to increased productivity. The IT Support team is recognized for their quick and effective resolutions, enhancing the overall user experience.
Summary
Experienced support technician. Handles escalated tickets, performs in-depth troubleshooting of hardware/software issues. Works on more complex incidents.
Level — S2 — Support Specialist
Resolves standard inquiries and issues independently within established procedures.
- Scope
- A defined queue or customer set
- Autonomy
- General supervision; handles standard cases independently
- Complexity
- Standard issues within known procedures
- Impact
- Customer satisfaction for own queue
- Decision rights
- Resolves standard cases; escalates complex
- Leadership
- None
- Typical experience
- 1–3 yrs
Core outputs
No core outputs recorded yet.
Adjacent roles
Nearest roles by structural coordinates (level + taxonomy). Distance 0 → 1; each carries its 3-state match band. How coordinates work → · Compare side-by-side →
Componentsshow ▾
Responsibilities5
- Handles escalated ticketscommonlevel
- Performs in-depth troubleshootingcommonlevel
- Resolves hardware/software issuescommonlevel
- Collaborates with other IT teamscommonlevel
- Documents solutions for future referencecommonlevel
Tasks5
- Resolve escalated IT issuescommonlevel
- Perform hardware diagnosticscommonlevel
- Troubleshoot software problemscommonlevel
- Collaborate on complex incidentscommonlevel
- Update technical documentationcommonlevel
Skills5
- Advanced troubleshootingcommonlevel
- Network configurationcommonlevel
- Server administrationcommonlevel
- Collaboration with IT teamscommonlevel
- Technical writingcommonlevel
Knowledge5
- Networking fundamentalscommonlevel
- Server managementcommonlevel
- Hardware diagnosticscommonlevel
- Software troubleshootingcommonlevel
- IT support toolscommonlevel
competency5
- Deeper networking skillscommonlevel
- Server/admin skillscommonlevel
- Problem-solvingcommonlevel
- Collaborationcommonlevel
- Technical documentationcommonlevel
qualification3
- Bachelor’s degree typically expectedcommonlevel
- CompTIA Network+/Security+ certification preferredcommonlevel
- Strong problem-solving skillscommonlevel
Title aliasesshow ▾
| Alias | Type | Confidence | Approved |
|---|---|---|---|
| Information Technology Support Specialist | common | medium0.60 | — |
| Technician/Engineer II | common | medium0.50 | — |
Classification mappingsshow ▾
O*NET / SOC
- code=15-0000title=Computer & Mathematical Occupationssource=inferred_from_superfunctionreviewStatus=needs_review