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The success of both initial project implementation and ongoing technical
support services depends on the contribution of people in many
different roles. From Project Managers to Service Desk Analysts,
ISC
service delivery and service management teams include a variety
skill sets. ISC has established the following
technical support roles and provides the right people with the
commitment and expertise to perform them.
CERTIFICATION
Holding over 10 specialized technology certifications, ISC can
provide your organization with the necessary breadth and depth
of technical personnel. Through an ongoing certification process
our people learn the latest technology and of best practices.
Our staffing certifications include:
Certified Cisco Network Architects
Cisco Certified Network Associates
Cisco Certified Network Professionals |
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A+ Certification
Network+ Certification
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Service Managers
ensure that infrastructure services are delivered according to the
mutually agreed upon metrics specified in a client contract. They
identify the need for and assemble the necessary resources where and
when required to proactively address client requirements. More
generally, they manage the client relationship to ensure that
services align with the expectations and requirements of customers
on an ongoing basis.
Project Managers
plan and supervise the successful execution of infrastructure and
application implementations for any IT project. Their expertise is
in the management of projects and they ensure that projects finish
on time and on budget as agreed to in the contract.
Senior Technical Consultants
have years of experience with infrastructure technologies and are
subject matter experts. They provide annual strategic infrastructure
reviews and determine how best to meet customer needs, protecting
their information assets using the latest technologies. They weigh
the benefits of implementing emerging technologies and make
recommendations and plans for improvement.
Intermediate Technical Consultants
perform a quarterly infrastructure audit and recommend improvements
to server and workstations images, applications and software in
order to maintain optimal system performance taking into
consideration the changing needs of a business.
Senior Technical Support
professionals implement and maintain VPNs, WANs and servers to
ensure the ongoing high-performance of these critical systems. They
identify where infrastructure may need to be added or changed as
necessary.
Junior Technical Support
technicians perform basic device deployments, including desktops,
printers and peripherals. They perform moves, additions and changes
as necessary and provide help with end-user support requests.
Service Desk Analysts
provide application and environment technical support, performing
problem-solving and troubleshooting activities and using their
analytical abilities to help end-users as needed. They escalate
problems to the appropriate technician when required.
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