A complete guide to every role in IT support — from entry-level Help Desk to CTO — with salaries, required skills, and certifications at each step.
First line of support. Handle tickets, password resets, and basic hardware and software troubleshooting via phone, chat, or email.
Escalated issues, software deployment, workstation imaging, on-site troubleshooting, and mentoring Tier 1 agents.
Own servers, virtualization, backups, and core infrastructure. Handle complex escalations and cross-team incidents.
Design and maintain LANs, WANs, firewalls, and VPNs. Diagnose performance issues and ensure network infrastructure uptime.
Migrate on-prem systems to cloud, manage IaaS/PaaS platforms, implement IAM, and automate infrastructure as code.
Monitor for threats, conduct vulnerability assessments, respond to incidents, and build security policies to protect organizational assets.
Manage enterprise device fleets, application packaging, patch management, MDM enrollment, and endpoint compliance at scale.
Lead a team of support engineers, oversee budgets, vendor management, and align IT operations with business goals and SLA targets.
Define and drive IT strategy across the organization. Own infrastructure roadmap, compliance, and large capital technology investments.
Lead all technology vision, R&D, and innovation for the enterprise. Bridge technical capability and business strategy at board level.