Assess VIP or general user requirement and escape VIP issues for quick resolution
Work with service delivery to remediate and escape internally any VIP tickets/incidents
Prioritize VIP tickets/incidents over general user incidents/tickets
Address user concerns regarding hardware, software and networking based on the documentation and other material provided by Client for their existing systems and applications
Guide users with simple, step‑by‑step instructions
Perform handovers and collection of devices and perform onboarding and de‑boarding activities at the time of handover based on the checklist provided by client
Conduct remote and VIP troubleshooting
Diagnose technical issues and solutions in logs
Follow up with clients to ensure their systems are functional
Help create and update technical documentation and manuals
Provide Client with customer/clie...
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