Job Description Provide IT support to all customers through video calls. Receive customer IT queries by multiple methods But the primary is a video call. (phone, self-service, etc.) Provide the necessary information in the ticket in the event the ticket is passed to another solver group Triage and troubleshoot tickets submitted. Provide desktop software application assistance and installation. Resolve trouble tickets while interacting with the user, first call resolution (FCR), or escape to other support entities. Remotely access the end-user’s desktop to provide support. Provide customers with the status of the ticket and serve as the primary support admin through ticket resolution. Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible. Provide expert technical support to customers having varying levels of computing skills. Provide a detailed diagnostic summary for the next tier-level support. All field-related services, inc...