Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions
Provide First Call Resolution (FCR) technical support
Troubleshoot and investigate cause of user’s problem
Update work information with all troubleshooting steps used in the ticketing system
Set Incident to “Resolved” if User’s problem has been solved
Reassign ticket if agent is unable to resolve ticket
Work location: East
ITCAN
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