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.
• Setup new user and email accounts
• Install pri...