Purpose

Provides first line support to customers resolving issues or escalating (to 2nd line support) within the agreed service level agreement.

Work Overview

• First response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues including account setup and network configuration.
• Works with servers and telephone systems.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are accurately logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Troubleshoots independently aiming for first time resolution every time knowing when to escalte when required to ensure consistent work velocity.
• Provides detailed information on steps tak...