Responsibilities
- Analyze client issues, generate service tickets, and systematically troubleshoot, diagnose, and resolve technical problems promptly while maintaining accurate records
- Manage workload according to client Service Level Agreements to ensure timely completion
- Autonomously detect technical issues and apply effective solutions
- Translate complex technical concepts into clear, non-technical language for client communication
- Utilize Remote Monitoring and Management (RMM) tools to access and support client systems remotely
- Oversee and track technical incidents to ensure prompt resolution
- Maintain and periodically review system documentation
- Escalate unresolved issues to higher support tiers when predefined resolution timelines are not met
- Conduct follow-up calls to confirm problem resolution and client contentment
- Support Microsoft platforms such as Office and 365/Exchange
- Assist with wide area network, local area network, security tools, and infrastructure alerting systems
- Provide technical assistance for VPN, Remote Desktop Services, Desktop as a Service, and Citrix environments
- Support client-specific business applications
- Troubleshoot firewalls, switches, and operating systems
- Carry out employee workstation moves, additions, and modifications efficiently
- Respond to alerts and notifications from the RMM system by creating and managing service tickets
- Deliver fundamental training on hardware and software usage
- Log all work activities, time, and expenses in the ticketing system
- Record detailed and accurate solution steps in the ticketing platform
- Perform regular workstation maintenance tasks as required
- Collaborate with clients and team members to exceed service expectations and deliver premium support
- Build strong internal relationships to enhance team performance
- Guide and support new team members through onboarding and skill development
- Contribute to defining and modeling best practices for technology use, support workflows, and documentation standards
- Spot opportunities to enhance system efficiency and client experience within existing client environments
Work Arrangement
Remote (City/Region)
