Maintains, repairs, and troubleshoots desktop hardware and software packages.
Also responsible for customer service and end-user training.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Client Technologies Technician skill and competencie below to view definitions.
Skill definition-Identifying and fixing operational or technical problems within a hardware device or equipment to ensure efficient performance.
Level 1 Behaviors
(General Familiarity)
Cites hardware and troubleshooting support procedures for telephony systems and key systems.
Level 2 Behaviors
(Light Experience)
Assists in installing and troubleshooting desktop computer hardware, peripherals, and software.
Level 3 Behaviors
(Moderate Experience)
Assesses technical troubleshooting solutions related to hardware and other physical peripherals.
Level 4 Behaviors
(Extensive Experience)
Checks conformance of hardware engineering project and processes with the company's policies and objectives.
Level 5 Behaviors
(Mastery)
Champions the adoption of advanced tools and techniques used in hardware troubleshooting.
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Cites examples of best practices used in responding to customer requests, queries, and issues.
Level 2 Behaviors
(Light Experience)
Collects data on reoccurring product or service issues to provide the appropriate level of support.
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to identify their issues and needs and provide service recommendations.
Level 4 Behaviors
(Extensive Experience)
Creates customer-centered solutions to issues and concerns to drive end-to-end customer experience.
Level 5 Behaviors
(Mastery)
Adapts to new trends in customer service to streamline the customer support process across various channels.
Skill definition-Creating and utilizing interactive guidance and learning methods to help users gain a full understanding of products and services.
Level 1 Behaviors
(General Familiarity)
Cites examples of challenges and issues that affect end-user training.
Level 2 Behaviors
(Light Experience)
Applies knowledge-based learning to support the delivery of end-user training.
Level 3 Behaviors
(Moderate Experience)
Adheres to our training processes to ensure consistency in delivering end-user training.
Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to design and deliver end-user training programs.
Level 5 Behaviors
(Mastery)
Builds a change management training model to improve support structures for end-users.
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Cites examples of SOP practices in our business operations.
Level 2 Behaviors
(Light Experience)
Assists in the preparation of internal standard operating procedures (SOP).
Level 3 Behaviors
(Moderate Experience)
Ensures internal SOPs are in compliance with industry standards and regulations.
Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs to ensure our SOPs are fully communicated and adhered to.
Level 5 Behaviors
(Mastery)
Champions the adoption of SOP to foster efficiency and consistency.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Cites steps and tips to improve attention to detail in the workplace.
Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
There are 1 hard skills for Client Technologies Technician, Hardware Troubleshooting.
6 general skills for Client Technologies Technician, Customer Support, End-User Training, Technical Support, etc.
6 soft skills for Client Technologies Technician, Standard Operating Procedures (SOP), Attention to Detail, Maintaining Focus, etc.
While the list totals 13 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Client Technologies Technician, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Attention to Detail, and be proficient in Maintaining Focus.
