9 general skills or competencies (Job family competencies) for Systems Support Assistant
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Explains the difference between remote support and phone support.
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Level 2 Behaviors
(Light Experience)
Identifies the challenges and risks in facilitating remote communication with customers.
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Level 3 Behaviors
(Moderate Experience)
Helps develop a hotline for customer complaints to ensure prompt delivery of remote support services.
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Level 4 Behaviors
(Extensive Experience)
Integrates new methods in delivering remote access to enhance the overall support experience.
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Level 5 Behaviors
(Mastery)
Develops strategic plans to streamline the overall remote support delivery and ensure customer retention.
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Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Documents best practices in technical support to address customer issues and technical needs.
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Level 2 Behaviors
(Light Experience)
Identifies the problems and issues that require the assistance of technical support.
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Level 3 Behaviors
(Moderate Experience)
Implements standard user guide in utilizing new tools to troubleshoot technical issues.
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Level 4 Behaviors
(Extensive Experience)
Improves the overall technical support process to enhance customer relationship and service.
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Level 5 Behaviors
(Mastery)
Designs a technical support flowchart to illustrate and streamline sequence of technical troubleshooting.
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6 soft skills or competencies (core competencies) for Systems Support Assistant
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)
Discusses the considerations and concerns on applying SOP for the first time.
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Level 2 Behaviors
(Light Experience)
Gathers information on workflows and business controlling points.
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Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
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Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
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Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
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Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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Summary of Systems Support Assistant skills and competencies
There are 0 hard skills for Systems Support Assistant.
9 general skills for Systems Support Assistant, Remote Support, Technical Support, DevOps, etc.
6 soft skills for Systems Support Assistant, Standard Operating Procedures (SOP), Attention to Detail, Time Management, etc.
While the list totals 15 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 Systems Support Assistant, he or she needs to be proficient in Standard Operating Procedures (SOP), be skilled in Attention to Detail, and be proficient in Time Management.