CHAPTER 1:

INTRODUCTION TO IT
SUPPORT ENGINEER

It Support Engineers, Also Known As Technical Support

Engineers, Provide Technical Support For Clients
Experiencing Hardware, Software, And Networking
Issues. They Work Either On-site Or Via Remote Systems
To Assist With Software Installations, Network Failures,
CURIO CETIFIED Hardware Malfunctions, And Other It Related Issues.
IT SUPPORT
ENGINEER
 1.1: WHAT IS IMS (INFRASTRUCTURE MANAGEMENT
SERVICES) INDUSTRY
• INFRASTRUCTURE MANAGEMENT SERVICES (IMS) REFER TO THE
COMPREHENSIVE SET OF ACTIVITIES & PROCESSES INVOLVED IN
MANAGING AND MAINTAINING AN ORGANIZATION'S IT
INFRASTRUCTURE.

• IT INFRASTRUCTURE ENCOMPASSES ALL THE HARDWARE,

SOFTWARE, NETWORKS, DATA CENTERS, AND OTHER
COMPONENTS NECESSARY FOR THE FUNCTIONING OF AN
ORGANIZATION'S INFORMATION TECHNOLOGY SYSTEMS

IT • IMS PLAYS CRITICAL ROLE IN ENSURING THAT THESE

SUPPORT COMPONENTS ARE RELIABLE, SECURE, AND EFFICIENT TO
SUPPORT AN ORGANIZATION'S BUSINESS OPERATIONS.
ENGINEER
 1.2: IMS COMPONENT

IT
SUPPORT
ENGINEER
 1.3: Key components and responsibilities of Infrastructure
Management Services typically include:
Hardware Management: This involves the maintenance and monitoring of physical IT
assets, such as servers, storage devices, desktops, laptops, and other peripherals. It
includes tasks like hardware provisioning, troubleshooting, and replacement.

Software Management: This involves the installation, configuration, patching, and

updates of software applications and operating systems to ensure they are up-to-
date and secure.

Network Management: Managing the organization's network infrastructure,

including routers, switches, firewalls, and wireless access points. Network
management involves optimizing network performance, monitoring for security

IT threats, and ensuring connectivity.

Data Center Management: Data centers house an organization's servers and storage systems.
SUPPORT IMS includes activities like data center design, maintenance, and security to ensure the
availability and reliability of data and applications.

ENGINEER
 1.3: Key components and responsibilities of Infrastructure
Management Services typically include:
Security Management: IMS includes implementing security measures to protect the IT
infrastructure from cyber threats. This includes tasks like firewall configuration, intrusion
detection, antivirus management, and security policy enforcement.

Backup and Disaster Recovery: Setting up and managing backup solutions to ensure data is
regularly backed up and can be restored in the event of data loss or a disaster.

Capacity Planning: Assessing the current and future needs of IT infrastructure components to
ensure they can handle the organization's growth and demands. This involves monitoring
resource utilization and making recommendations for upgrades or adjustments.

Monitoring and Performance Management: Continuously monitoring the performance of IT

systems and applications to identify and address bottlenecks or issues proactively.
IT Compliance and Governance: Ensuring that the IT infrastructure complies with relevant

SUPPORT regulations and industry standards, such as GDPR, HIPAA, or ISO 27001. This involves regular
audits and documentation.

ENGINEER
 1.3: Key components and responsibilities of Infrastructure
Management Services typically include:
Vendor Management: Managing relationships with technology vendors, including
procurement, contract negotiations, and service level agreements (SLAs).

User Support: Providing technical support to end-users, including helpdesk services and
troubleshooting assistance.

Cost Management: Managing the costs associated with IT infrastructure, including budgeting,
cost optimization, and expense tracking.

IT
SUPPORT
ENGINEER
 1.2: IT Support Engineer Responsibilities:

An IT Support Engineer plays a crucial role in providing technical assistance and support
to an organization's employees or customers. Their responsibilities typically include:

• Troubleshooting Technical Issues • Documentation:

• Help Desk Support • Training and Education:
• User Assistance • Remote Support Collaboration
• Software Installation and Updates • Keeping Up with Technology
• Hardware Maintenance • Compliance
• Network Support • Customer Service
• Security Measures: • Problem Solving Prioritization
• Data Backup and Recovery • Availability

IT • The specific responsibilities of an IT Support Engineer can vary depending on the

organization's size, industry, and IT infrastructure. However, these core duties

SUPPORT generally define the role, which revolves around ensuring that technology
functions smoothly and users have the necessary technical assistance to carry out
their tasks effectively.
ENGINEER
 IT Support Engineer Requirements:

 Knowledge of computer hardware and networking systems.

 Good time management skills.
 Good interpersonal skills.
 Knowledge of web services, API, and IP-based protocols.
 Experience with scripting languages such as Perl or Shell.
 Ability to troubleshoot complex hardware and software issues.
 Excellent written and verbal communication skills.
 Ability to think critically. Familiarity with all TeamViewer functions.
 Capabilities needed to deliver in-person and remote IT aid.
 Fantastic installation, diagnostic, upgrade, and restoration abilities.
 Excellent vertical and lateral thinking.
 Superb time management skills.
 Clear written and verbal communication.
 Forbearing, flexible, and supportive
IT
SUPPORT
ENGINEER
 WHAT IS L1, L2, AND L3 IT SUPPORT
(Information Technology) support, L1, L2, and L3 support refer to different tiers or levels
of technical support provided by IT teams within an organization. These tiers are
organized based on the complexity of the issues they handle, the level of expertise
required, and the responsibility of each tier. Here's a breakdown of each level:

• L1 support includes interacting with customers, understand their issue and create
tickets against it. The ticket then routed to the relevant L2 support ( Integration
support, Server & Storage support, etc …). L1 support Engineers have basic
knowledge of product/service and skill to troubleshoot a very basic issue like
password reset, software installation/uninstallation/reinstallation.
•
• L2 support manages the tickets which routed to them by L1( L2 support also can
create tickets against any issue noticed by them). They have more knowledge, more
experience in solving related complex issues and can guide/help L1 support folks job
in troubleshooting. If the solution not provided at this level then escalate to the L3.
IT •
• L3 is the last line of support and usually comprise of a development team which

SUPPORT
addresses the technical issues. They are expert in their domain and handle the most
difficult problems. They do the code changes, research and develop the solution for
challenging new or unknown issues.
ENGINEER
 1.2: IT Support Engineer Responsibilities:

IT
SUPPORT
ENGINEER