Tier 2 Technical Support

Description

• Diagnose computer errors and triage to determine the urgency of issues.

• Install, configure, and upgrade PC software and operating systems.

• Facilitate Onsite and escalation support activities.

• Repair computer hardware, such as keyboards and printers.

• Provide technical support over the phone or Web to end users /clients.

• Use remote support software to take control of end-user’s computers to troubleshoot, diagnose and

• resolve issues.

• Setup new user and email accounts

• Assist end-users with password changes.

• Setup email on Computers and Mobile devices

• Install printers and Software on Client PCs

• Document Resolution steps for closed tickets and notes for escalations.

• Create and maintain documentation about Customer networks.

• Escalate to higher tier support to resolve customer issues within SLA.

• Create and maintain documentation about Customer networks.<...