Provide support that consistently meets or exceeds customer expectations;
Identify, analyze, and repair product failures. Order and replace parts as needed;
Support and maintain user account information including rights, security and systems groups;
Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
Provide troubleshooting and problem resolution support for all managed devices;
Coordinate with third-party vendors to resolve hardware and software problems, as required;
Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite;
Interface with hardware and software vendors for planning and problem resolution;
Interface with manufacturers and t...
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