L1 Manual support for clients as part of escalation matrix

b) Ticket mgmt - Resolve and acknowledge tickets within SLAs and driving ticket closure

c) Automation towards self serve support tool

d) Setup troubleshooting guides and operational monitoring and alerting.



Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers. Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. Requires a bachelor's degree in area of specialty and 2-4 years of experience.