Requirements:

Resolves advanced technical hardware and software issues; provides resolutions to issues
Understanding of Active Directory administration including account unlock, password reset, adding\removing users, OUs,
memberships
Extensive knowledge in software, hardware, network, and peripheral support Over the phone remote support and hands-on
support to resolve technical issues
Tracks all work with detail and precision within the ticketing system
Good analytical and communication skills
Problem solver and critical thinker
Analytical mind and research orientation

Roles and Responsibilities:
Serve as the first contact with customers who need technical assistance via the phone, email and ticketing system
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Keep record of problems and their resolution
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem
troubleshooting
Suggest improvements on procedures