Job Description


Roles and Responsibilities

  • Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
  • Collaborate with team peers to provide best-in-class customer service for aligned task.
  • Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
  • Escalate complex or unresolved issues to the appropriate L or L support teams, following internal procedures.
  • Should have a basic understanding of Major Incident Management (MIM).
  • Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar)
  • Diagnoses and resolves advanced IT related issues-Softwares, O and Windows operating systems.
  • Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
  • Setup / Diagnoses and resolve MTR / AV related issue.
  • Document and track incide...

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