Receives, reviews, and completes service requests.
Resolves technical problems escalated from the Service Desk. Resolves the more difficult, technically challenging, or time-consuming problems that Level 1 agents are not able to resolve.
Installs and configures a variety of computer hardware and software, communications and peripheral devices.
Works independently when required, to identify underlying technical issues and resolve problems using appropriate knowledge and resources available.
Provides preliminary or routine instruction to customers in systems, applications and protocols.
Alerts Manager to current or potential problems with systems, applications, or customer service requirements.
Provides feedback to Manager on processes and procedures, current or potential problems with client systems and applications, and customer service issues.
Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.
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