1. Communicate with customers to identify and scope issues
2. Determine appropriate resolution tier (resolve or escalate)
3. Gather information from customers as needed to demonstrate the problem or determine appropriate fix
4. Test and implement fix
5. Manage customer account access and authenticate identity
6. Communicate with customers on resolution, how to avoid recurrence, and any future action items

1. Create and configure hosting, storage, and computing accounts in cloud services
2. Access and transfer data between systems and services
3. Write basic scripts to facilitate configuration and updates to cloud accounts
4. Use shell scripts to automate common tasks
5. Troubleshoot availability and performance issues
6. Coordinate with engineering team for more complex issues requiring escalation

1. Work within existing task assignment and record-keeping systems
2. Open, respond, manage and close tickets
3. Document resolution information
4. Update documentation on configuration and status of servers
5. Research past resolutions and clean up notes/records on architecture and data flow diagrams or related documents

1. Perform other duties as assigned

1. Network Architecture • Explain the functions and applications of various network devices • Compare and contrast the use of networking services and applications • Install and configure networking services & applications • Explain the characteristics and benefits of WAN (Wide area Network) solutions • Install and terminate various cable types and connectors using appropriate tools • Differentiate between common network topologies • Differentiate between network infrastructure implementations • Given a scenario, implement and configure the appropriate addressing schema • Explain the basics of routing concepts and protocols • Identify the basic elements of unified communication technologies • Compare and contrast technologies that support cloud and virtualization • Given a set of requirements, implement a network 2. Network Operations • Given a scenario, use appropriate monitoring tools • Given a scenario, analyze metrics and reports from monitoring and tracking performance tools • Given a scenario, use appropriate resources to support configuration management • Explain the importance of implementing network segmentation • Given a scenario, install and apply patches and updates • Given a scenario, configure a switch using proper features • Install and configure wireless LAN (Local Area Network) infrastructure and implement the appropriate technologies in support of wireless capable devices 3. Network Security • Compare and contrast risk related concepts • Compare and contrast common network vulnerabilities and threats • Given a scenario, implement network hardening techniques • Compare and contrast physical security controls • Given a scenario, install and configure a basic firewall • Explain the purpose of various network access control models • Summarize basic forensic concepts 4. Troubleshooting - Given a scenario: • Properly implement network troubleshooting methodology • Analyze and interpret the output of troubleshooting tools • Troubleshoot and resolve common wireless issues • Troubleshoot and resolve common copper cable issues • Troubleshoot and resolve common fiber cable issues • Troubleshoot and resolve common network issues • Troubleshoot and resolve common security issues • Troubleshoot and resolve common WAN issues 5. Industry Standards, Practices and Network Theory • Analyze a Scenario and determine the corresponding OSI (Open Systems Interconnection) layer • Explain the basics of network theory and concepts • Deploy the appropriate wireless standard • Deploy the appropriate wired connectivity standard • Implement the appropriate policies and procedures • Summarize safety practices • Install and configure equipment in the appropriate location using best practices • Explain the basics of change management procedures • Compare and contrast the following ports and protocols • Configure and apply the appropriate ports and protocols

1. System Architecture • Determine and configure hardware settings • Boot the system • Change runlevels/ boot targets and shut down or reboot system 2. Linux installation and packet management • Design hard disk layout • Install a boot manager • Manage shared libraries • Use Debian package management • Use RPM and YUM package management 3. GNU and UNIX Commands • Work on the command line • Process text streams using filters • Perform basic file management • Use streams, pipes and redirects • Create, monitor and kill processes • Modify process execution priorities • Search text files using regular expressions • Perform basic file editing operations using vi 4. Devices, Linux Filesystems, Filesystem Hierarchy Standard • Create partitions and filesystems • Maintain the integrity of filesystems • Control mounting and unmounting of filesystems • Manage disk quotas • Manage file permissions and ownership • Create and change hard and symbolic links • Find system files and place files in the correct location 5. Shells, Scripting and Data Management • Customize and use the shell environment • Customize or write simple scripts • SQL data management 6. User interfaces and Desktops • Install and configure X11 • Setup a display manager • Accessibility 7. Administrative Tasks • Manage user and group accounts and related system files • Automate system administration tasks by scheduling jobs • Localization and internationalization 8. Essential System Services • Maintain system time • System logging • Mail Transfer Agent (MTA) basics • Manage printers and printing 9. Networking Fundamentals • Fundamentals of internet protocols • Basic network configuration • Basic networking troubleshooting • Configure client side DNS 10. Security • Perform security administration tasks • Setup host security • Securing data with encryption

• Understand Core Database Concepts • Create Database Objects • Manipulate Data • Understand Data Storage • Administer a Database • Implement transactions

• Describe the basic architecture and concepts of SQL Server • Understand the similarities and differences between Transact-SQL and other computer languages • Write SELECT queries • Query multiple tables • Sort and filter data • Describe the use of data types in SQL Server • Modify data using Transact-SQL • Use built-in functions • Group and aggregate data • Use subqueries • Use table expressions • Use set operators • Use window ranking, offset and aggregate functions • Implement pivoting and grouping sets • Execute stored procedures • Program with T-SQL • Implement error handling • Implement transactions

• Describe core database administration tasks and tools. • Install and configure SQL Server 2014 • Configure SQL Server databases and storage • Plan and implement a backup strategy • Restore databases from backups • Import and export data. Monitor SQL Server • Trace SQL Server activity • Manage SQL Server security • Audit data access and encrypt data • Perform ongoing database maintenance • Automate SQL Server maintenance with SQL Server Agent Jobs • Configure Database Mail, alerts and notifications

• Describe data warehouse concepts and architecture considerations. • Select an appropriate hardware platform for a data warehouse. • Design and implement a data warehouse. • Implement Data Flow in an SQL Server Integration Services (SSIS) Package. • Implement Control Flow in an SSIS Package. • Debug and Troubleshoot SSIS packages. • Implement an extract, transform, load (ETL) solution that supports incremental data extraction. • Implement an ETL solution that supports incremental data loading. • Implement data cleansing by using Microsoft Data Quality Services. • Implement Master Data Services to enforce data integrity. • Extend SSIS with custom scripts and components. • Deploy and Configure SSIS packages. • Describe how BI solutions can consume data from the data warehouse

1. Network Security • Implement security configuration parameters on network devices and other technologies • Given a scenario, use secure network administration principles • Explain network design elements and components • Given a scenario, implement common protocols and services • Given a scenario, troubleshoot security issues related to wireless networking 2. Compliance and Operational Security • Explain the importance of risk related concepts • Summarize the security implications of integrating systems and data with third parties • Given a scenario, implement appropriate risk mitigation strategies • Given a scenario, implement basic forensic procedures • Summarize common incident response procedures • Explain the importance of security related awareness and training • Compare and contrast physical security and environmental control • Summarize risk management best practices • Given a scenario, select the appropriate control to meet the goals of security 3. Threats and Vulnerabilities • Explain types of malware • Summarize various types of attacks • Summarize social engineering attacks and the associated effectiveness with each attack • Explain types of wireless attacks • Explain types of application attacks • Analyze a scenario and select the appropriate type of mitigation and deterrent techniques • Given a scenario, use appropriate tools and techniques to discover security threats and vulnerabilities • Explain the proper use of penetration testing versus vulnerability scanning 4. Application, Data and Host Security • Explain the importance of application security controls and techniques • Summarize mobile security concepts and technologies • Given a scenario, select the appropriate solution to establish host security • Implement the appropriate controls to ensure data recovery • Compare and contrast alternative methods to mitigate security risks in static environments 5. Access Control and Identity Management • Compare and contrast the function and purpose of authentication services • Given a scenario, select the appropriate authentication, authorization or access control • Install and configure security controls when performing account management, based on best practices 6. Cryptography • Given a scenario, utilize general cryptography concepts • Given a scenario, use appropriate cryptographic methods • Given a scenario, use appropriate public key infrastructure (PKI), certificate management and associated components