Position Overview
Responsibilities:
Provide telephonic support to end users for issues related to network, internet, and software. Resolve problems by clarifying queries, researching solutions, and implementing them; escalating unresolved issues when necessary. Act as a liaison between internal operations and customers to address daily requirements and issues. Identify, investigate, and resolve technical problems in accordance with established guidelines and documentation. Monitor and track raised issues to ensure timely resolution. Recognize patterns of failures and symptoms indicating underlying issues. Collaborate with network and system engineers in resolving problems. Work as a team to meet key performance indicators (KPIs) and service level agreements (SLAs). Participate in rotational shifts to provide round-the-clock customer support. Troubleshoot and facilitate the resolution of technical system an...