Job Description

Job Summary

Provide hardware / software / network problem diagnosis / resolution via\r\ntelephone/email/chat for customer’s end users Classify Service Calls according to the specified options

Key Responsibilities

Provide hardware / software / network problem diagnosis / resolution via\r\ntelephone/email/chat for customer’s end users Classify Service Calls according to the\r\nspecified options\r\n• Route problems to 3rd level IT support staff using knowledge base articles\r\n• Coordinate with level 3 and support staff that provide hardware / software / network\r\nproblem resolution.\r\n• Use the SOAR to document and manage problems and work requests and their\r\nrespective resolutions and circumvention\'s\r\n• Responds to telephone calls, email, instant messages, and assigned tickets from incident\r\ndispatchers; Assign work orders / incidents to appropriate support teams if necessary and\r\nfollow up until resolved.\r\n• Respond to, and diagnose, problems through discussions with users, including problem\r\nrecognition, logs, research, isolation, resolution, and follow-up steps\r\n• Troubleshoot client software and basic network connectivity problems remotely using\r\nremote access tools\r\n• Identify, evaluate and prioritize customer problems and complaints\r\n• Participate in on-going training and departmental development\r\n• Maintain quality standards for incident documentation and phone calls

Skill Requirements

Windows, Desktop

Other Requirements

Printer, LAN