image in size 300 x 200 (under 5 MB)., Level 1 (L1) : Basic Technical Support
- Roles :
- First line of response: receipt and qualification of tickets. 📨📲
- Resolution of common problems:
- Resetting passwords (Active Directory). 🔑🛠️
- Basic network connections (IP, DHCP, DNS). 🌐📡
- Assistance with business tools (Office 365, ERP). 💻📊
- Referral of complex incidents to L2. ⬆️🔄
- Technical skills:
- Solid network fundamentals: TCP/IP, DNS, DHCP. 📶🔧
- Systems: Windows, macOS. 🖥️🍏
- Use of ticket management tools (GLPI, ServiceNow). 🛠️💼
Level 2 (L2): Intermediate Support
- Roles:
- Handling escalated incidents. 🔧⚙️
- In-depth diagnostics via logs (system logs, application logs). 📊🔍
- Hardware and software management:
- Server and workstation maintenance. 🖥️💼
- VPN configuration (IPSec, SSL). 🔒🔐
- Active Directory administration: groups, GPOs. 👥🔑
- Patch deployment and update management. 🔄📥
- Technical skills:
- Windows Server and Linux administration (role management, AD DS). 🖥️🐧⚙️
- Advanced networking skills: VLAN, static routing. 🌐🔄
- Diagnostic tools: Wireshark, Nmap, tracert. 🕵️♂️🔍
Level 3 (L3): Expert Support
- Roles:
- Management of critical infrastructures:
- Administration of virtualized environments (VMware, Hyper-V). ⚙️🔲
- Deployment and management of cloud services (AWS, Azure). ☁️💻
- Process automation via scripting (PowerShell, Python, Bash). 🤖💻
- Securing IT environments:
- Advanced monitoring (SIEM, IDS/IPS). 🛡️🔐
- Managing complex firewalls and VPNs. 🔥🚧
- Collaboration with editors and integrators to resolve major incidents. 🛠️🤝
- Technical skills:
- Advanced WAN/LAN networks: BGP, OSPF, QoS. 🌍💡
- Security: firewalls (FortiGate, Palo Alto), SIEM solutions. 🛡️🔥
- Cloud expertise: migration, monitoring and resource optimization.
technical certifications
- L1 : ITIL Foundation, CompTIA A+. 📜🎓
- L2 : Cisco CCNA, Microsoft Certified: Azure Administrator. 🖥️📘
- L3: AWS Solutions Architect, Red Hat Certified Engineer (RHCE). 🏅🎖