Chief Information Officer (CIO)
IT Manager
Security Manager
Technical Teams
IT Support and Customer Service
• Customer Support Team Leader
• Customer Support Engineer
• Computer Technician
System Administration
• System Administrator
• Database Administrator
• Network Administrator
Skills required
Network Administrator Network Configuration, Network Protocols, Network Security,
Network Switches, Routing Protocols, IP Networking, Server
maintenance, Critical thinking, Communication,
Database Administrator SQL, UNIX, Linux, Data Analysis, HTML, Microsoft Access,
Communication, Problem-solving, Organization
System Administrator Database management, Account management, Systems analysis,
System recovery tools, Digital security, SQL, Coding,
Computer Technician Hardware Knowledge, Operating Systems, software Installation and
Configuration, Data Recovery and Backup, Diagnostics Tools, Time
Management, Communication, Patience
Customer Support Engineer Product Knowledge, Operating Systems, Technical Troubleshooting,
Programming, Database Management, Communication, Patience,
Problem-Solving, Team Collaboration
Customer Support Team Advanced Troubleshooting, CRM and Ticketing Systems, Product
Leader Knowledge, Technical Documentation, Reporting, Team management,
Communication, Empathy
Key roles and responsibilities
Network administrator
• Research and analyze the network devices, protocols, services, and standards to support
network activities
• Install and maintain network servers and operating systems to ensure backup copies of all
files are securely stored at a specific location
• Troubleshoot problems with network devices and perform updates when required
• Install, configure, and maintain multi-user software on the servers
• Administer and maintain end-user accounts, authentication, and permission rights
System administrator
• Managing Windows, Linux, or Mac systems
• Upgrading, installing, and configuring application software and computer
hardware
• Troubleshooting and providing technical support to employees
• Creating and managing system permissions and user accounts
• Performing regular security tests and security monitoring
• Maintaining networks and network file systems
Database administrator
• back up every data in the database, recurrently
• ensuring database accessibility to users from time to time.
• restoring a file from a backup state, when there is a need for it.
• moving a database set, say from a physical base to a cloud base, or from an existing
application to a new application.
• upgrading database software files when there is a new update for them, as this protects
software from security breaches.
• protect the data and ensure adequate security in an organization’s database.
• interpreting the error messages sent by a database when there is a fault or bridge.
Computer technician
• Set up hardware and install and configure software and drivers
• Maintain and repair technological equipment (e.g. routers) or peripheral devices
• Install well-functioning LAN/WAN and other networks and manage components
(servers, IPs etc.)
• Manage security options and software in computers and networks to maintain privacy and
protection from attacks
• Perform regular upgrades to ensure systems remain updated
• Troubleshoot system failures or bugs and provide solutions to restore functionality
• Arrange maintenance sessions to discover and mend inefficiencies
• Keep records of repairs and fixes for future reference
• Offer timely technical support and teach users how to utilize computers correctly
Customer Support Engineer
• Understand and troubleshoot customer technical problems
• Resolve internal technical issues within the product
• Educate and train the customers
• Handle customer complaints.
• Create reports on technical issues.
Customer Support Team Leader
• Identify opportunities to enhance internal processes which promote best practice and lead
to overall performance improvement and organizational efficiency.
• Co-ordinate the activities of the Customer Service team; provide support and advice to
team members.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and
provide an excellent service to customers.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Produce written reports when required to do so.
