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Primary responsibility is initial customer contact, logging a support case & resolving technical issues and responsible for SLA compliance; i) Monitoring of computer networks and systems. ii) Logging customers and employees support tickets. iii) Responding to call-outs on time. iv) Diagnosing and solving hardware or software faults. v) Reviewing logs to discover any underlying problems or trends. ***Responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. ***Designing and developing one or more courses of action and implement the best solution to the problem. ***Elevating customer experience by presenting fast and permanent solutions. ***In-depth low-level technical support service desk.
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