Assist end users on all in-scope requests with focus on client satisfaction, service delivery quality and technical excellence.
Over-all responsible for the management, maintenance and provision of technical support via onsite, phone, email and/or remote on hardware and software issues, network diagnostic and repair.
Coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
Ensure all tasks are updated and documented, including troubleshooting and resolutions steps prior to closing.
Checking of end-user logs.
Escalate tickets with dependencies to respective towers/group to resolve end-user concerns.
Walkthrough staff or clients through a series of actions to resolve issues.
Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
Proactively update end users regarding their requests. <...
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