Roles and Responsibilities
Serve as the initial point of contact for technical support requests via phone, email, and support tickets.Collaborate with team peers to provide best-in-class customer service for aligned task.Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.Escalate complex or unresolved issues to the appropriate L or L support teams, following internal procedures.Should have a basic understanding of Major Incident Management (MIM).Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar)Diagnoses and resolves advanced IT related issues-Softwares, O and Windows operating systems.Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.Setup / Diagnoses and resolve MTR / AV related issue. Do...