Respond to service calls and provide on-site technical support and repair services to customers, effectively resolving issues to minimize downtime.
Maintain accurate records of all maintenance, repair activities, and parts used, ensuring comprehensive documentation for service history and inventory management.
Adhere to all safety regulations and company procedures during maintenance and repair operations, promoting a safe working environment.
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Deliver timely and effective incident resolution and escalation management, ensuring service level agreements (SLAs) are consistently met for response time, resolution, and communication.
Support employee onboarding and offboarding activities, including system access provisioning, equipment setup, and decommissioning.
Maintain accurate IT asset inventory records and ensure compliance with established IT policies and procedures.
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· Technical Investigation: Review record configurations, API integrations, and automation logic (triggers/workflows/templates) to resolve issues.
· Customer Communication: Provide prompt, accurate feedback to customers, maintaining a professional and urgent tone.
· Documentation: Maintain detailed records of all troubleshooting steps in a CRM/ticketing system and create articles for the public knowledge base.
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Identify and troubleshoot issues with equipment performance, calibration, or accuracy.
Diagnose and troubleshoot technical issues reported by customers. Conduct thorough root cause analysis to identify underlying problems and develop effective repair solutions.
Perform repair, maintenance, and replace defective components or parts using appropriate tools, equipment, and techniques.
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Knowledgeable in products such as Windows, MS365, Azure Cloud, OR any related tools/technologies.
Knowledgeable in IT Service Management process.
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
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