• First point of contact for all end user reported issues or requests

• Typically provides technical support for Internal and External customers

• Responsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees

• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements

• Escalates complex problems to the Remote Support Engineering staff or Field Engineering

• Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensure all cases are updated in the system

• Support multiple clients through customer service professionalism and insight