Proficiency Level 1
Describes the available options for product service and support.
Documents standard procedures and tasks for technology product installation.
Explains the roles and responsibilities of field support and customer staff.
Identifies resources and requirements needed for initial product installations.
Proficiency Level 2
Works with the installation and support of assigned hardware products at customer sites or remotely.
Addresses common installation problems and provides solutions for these problems.
Responds to operational issues on installation procedures.
Coordinates with vendor(s) to install customer facilities.
Assists in developing product tutorials, help features and other support tools.
Proficiency Level 3
Provides installation and integration support for multiple hardware products.
Trains others on hardware installation and integration support for different technical environments.
Evaluates the effectiveness and efficiency of hardware installation procedures.
Interacts with supporting organizations to facilitate seamless integration of new equipment into new environment.
Participates in the development of contingency and back-up or recovery plans.
Advises others on the processes and tools used for product installation and support.
Proficiency Level 4
Subject Matter Expert
Leads the installation and support of a full range of products.
Develops policies, practices and guidelines for hardware installation and maintenance.
Analyzes and compares alternative installation and support approaches and business models.
Manages time and resources needed for initial and on-going support requirements for new products.
Creates a system to monitor and improve the field experience for hardware maintenance and support.
Leads discussions on the history, evolution and future trends in hardware installation and support services.