The purpose of IT Support Engineer (Tier 1) is to provide the first level of support to deliver quality service to customers and be able to meet or even exceed service or operational level agreement (SLA or OLA).
This is fulfilled through working with applications or systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.
Responsibilities:
- Provide first level support to end-users through diagnosing or troubleshooting problems and implementing corrective action either remotely through the phone, remote connectivity or collaborating with IT contacts on site
- Monitor and respond to alerts and execute restoration procedure in a timely manner
- Timely isolate the problem, identify and follow correct escalation path for issues not resolved at own level
- Log on ticketing tool all updates and troubleshooting steps done with complete details that can be comprehended by anyone who reviews or needs to continue working on the ticket
- Take ownership of user concerns; follow up the status of escalated problems on behalf of the customer and communicate progress or update the ticket in a timely manner
- Actively monitor ticket assignment for timely resolution of issues or completion of customer concerns
- Proactively raises possible issues that may arise from existing problems or newly implemented change
- Ensure that satisfactory resolution has been executed before putting tickets on resolved state
- Demonstrate complete professionalism while handling inquiries or complaints of the customers
- Properly turn over any pending tasks that need attention during scheduled absence like rest day or vacation leave
- Participate in project initiatives or efforts as necessary
- Contributes to unit goals by accomplishing related duties as required