Technical Support Representative I

GENERAL DUTIES & RESPONSIBILITIES
• Provides desk-side assistance in resolving technology support issues.
• Performs installations, repairs, upgrades, backups and other maintenance tasks.
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop understanding of client questions or issues.
• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and ...