Tier One Technician

Responds to incoming customer inquiries via phone, email and webmail within a defined timeframe. Supports initial communication and escalation to a Tier1 resource. Monitors infrastructure, alarm panels, network and customer hardware and adheres to procedures as defined. Daily operational tasks include handling all incoming phone calls from customers, Ticket creation and escalation.

**Essential Functions:**

+ Initial point of contact (phone/emails/webmail) for all customer inquiries
+ Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket
+ Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
+ Provides superior customer service to all customers
+ Effectively coordinates and communicates with other teams
+ Adheres to customer-specific procedures and Service Level Agreements (SLA)
+ Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level...