Responsibilities
- Act as the initial contact for customers requesting technical support via phone or email
- Conduct remote diagnostics using targeted questions and troubleshooting methods
- Evaluate customer-provided information to identify the most effective resolution
- Guide users step-by-step through corrective actions
- Escalate unresolved technical issues to higher-tier support teams
- Deliver precise details about available IT products and services
- Document incidents, issues, and their resolutions in system logs
- Maintain updated customer records and follow up on open cases
- Forward customer feedback or recommendations to relevant internal groups
- Propose enhancements to existing support procedures
- Produce and revise support materials according to established standards
- Deploy and configure workstation images using Microsoft MDT
