End-to-End Resolution: Manage technical support inquiries via phone, email and online ticketing portals, ensuring all issues are researched, diagnosed, and resolved to the client's satisfaction within established SLAs.
Technical Documentation: Maintain meticulous records of daily customer interactions, installation activities, and reported bugs, ensuring stakeholders are briefed on necessary follow-up actions.
Systems Research: Proactively investigate recurring technical hurdles to provide long-term solutions and improve system reliability.
Infrastructure Support: Perform remote troubleshooting, including Windows updates, firewall configurations, and software installation/uninstallation.
Device & License Management: Oversee the health of hardware devices and manage the deployment of specialized equipment licensing.
Incident Management: Utilize helpdesk ticketing systems to create, update, and track technical incidents through their entire lifecycle.