What they handle

• Receive, categorize, and document support requests.
• Troubleshoot routine hardware, software, account, and connectivity issues.
• Guide users through approved resolution steps.
• Escalate incidents according to severity and support procedures.
• Maintain ticket notes, resolution details, and knowledge articles.
• Support user onboarding and offboarding tasks when authorized.

What they handle

• Monitor assigned systems, services, and routine alerts.
• Perform approved user, access, and configuration administration.
• Support scheduled maintenance, updates, and backup procedures.
• Document system changes, assets, and operating procedures.
• Investigate routine performance or availability issues.
• Escalate security, infrastructure, or service risks appropriately.

What they handle

• Develop and maintain assigned application features.
• Review requirements and clarify technical acceptance criteria.
• Write, test, and document maintainable code.
• Participate in code review and version-control workflows.
• Troubleshoot defects and support approved releases.
• Coordinate with product, design, quality, and engineering stakeholders.

What they handle

• Review requirements and prepare test scenarios.
• Execute manual functional, regression, and user-flow tests.
• Document defects with clear reproduction steps and evidence.
• Retest resolved issues and maintain test results.
• Support release-readiness and acceptance checks.
• Coordinate findings with developers and product stakeholders.