Opportunity Description
Success Criteria
- Provides Tier 1 and Tier 2 support.
- Troubleshoots and resolves complex issues including:
- Supporting maintenance of hardware/software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems.
- Assisting with resolution of issues with network connectivity, printing and remote access to desktop equipment.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
- Supports L1 and L2 support agents in ongoing day‑to‑day questions related to client incidents, requests and queries.
- Utilizes problem‑solving and analytical skills to effectively resolve challenging incidents.
Qualifications
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