Job Description
Responsibilities
. Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users
. Route problems to internal 2nd and 3rd level IT support staff.
. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
. Administer and provide User account provisioning.
. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
. Perform user account mana...
. Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users
. Route problems to internal 2nd and 3rd level IT support staff.
. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
. Administer and provide User account provisioning.
. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
. Perform user account mana...
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