Tier One Technical Support
hace 3 semanas
Do you like Technology, helping people, and solving problems? This role is for you As a Tier 1 Technical Support Representative some of your responsibilities will be:
- Assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
- Provide assistance to all members in the use of our computer network, workstations, and equipment.
- Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
- Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
- Provide 24-hour support for hardware and services critical to operations.
- Work within our ticketing system to create detailed work logs and technical documentation.
- Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
- Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
- Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
- Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
- Maintain good working relationships with all cooperative workers.
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