- Serve as the first point of contact for our partners seeking technical assistance via phone, e-mail, or our automated ticketing system.
- Diagnose, research and resolve tier 1 technical hardware and software issues.
- Effectively communicate ticket status until service ticket is resolved.
- Provide accurate information on our IT products and services.
- Direct unresolved issues to the next level of support personnel.
- Identify and escalate situations requiring urgent attention.
- Maintain the highest possible level of customer service.
- Accurately maintain end-user installation procedures, configuration procedures, and documentation.
- Resolve any backup, anti-virus, or other proactive service tickets assigned by NOC.
- Perform other related duties as required or assigned
For more information, view the original posting here.