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2nd Line technical support

To manage incoming technical support events, including calls, emails and online bot chats. Implement problem-solving procedures, requests and changes.

Offer initial remote troubleshooting for service problems.
Provide on-site troubleshooting and installation of IT systems and services on an as-needed basis.
Perform essential housekeeping and administrative tasks on client IT services.
Keep track of all work done on the company case management system.
Respond to client requests within the timeframes specified.
Check client monitoring systems daily.

Good working knowledge of typical productivity applications, such as Microsoft Office etc
Knowledge of common LAN and WAN network communications protocols (Ethernet 802.3 and 802.11, TCP/IP, NetBIOS, xDSL) is required.
Knowledge of other technologies, such as Wireless (802.11b/g/a/c), VoIP (SIP, RTP) and Routing Protocols (e.g., RIP, OSPF, BGP), is advantageous.
Excellent communication and customer service abilities.