Job Description
Job Summary
The Operations I role provides Level-2 technical support for hardware, software, and peripheral incidents, with a strong focus on first-call resolution and excellent customer service. This position supports a 24/7 operation and requires strong troubleshooting skills, ticket ownership, and effective communication with users and internal teams.
Key Responsibilities
Validate site, user, and contract information upon ticket receipt.
Make outbound calls to gather missing details and clearly define incident scope.
Troubleshoot and resolve Level-2 issues related to:
PCs and laptops
Printers, scanners, and peripherals
POS devices and monitors
Aim for first-call resolution while maintaining high customer-service standards.
Accurately document all actions, findings, and resolutions in the ticketing system (Clarify).
Contribute new solutions and fixes to the knowledge base.
Coordinate with Logistics, Level-1 support, Service Desk, and Technical Supp...
The Operations I role provides Level-2 technical support for hardware, software, and peripheral incidents, with a strong focus on first-call resolution and excellent customer service. This position supports a 24/7 operation and requires strong troubleshooting skills, ticket ownership, and effective communication with users and internal teams.
Key Responsibilities
Validate site, user, and contract information upon ticket receipt.
Make outbound calls to gather missing details and clearly define incident scope.
Troubleshoot and resolve Level-2 issues related to:
PCs and laptops
Printers, scanners, and peripherals
POS devices and monitors
Aim for first-call resolution while maintaining high customer-service standards.
Accurately document all actions, findings, and resolutions in the ticketing system (Clarify).
Contribute new solutions and fixes to the knowledge base.
Coordinate with Logistics, Level-1 support, Service Desk, and Technical Supp...
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