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