Production Support Engineer

Position Summary

The Technician Tier-1 of the 24x7 Service Desk, is to deliver efficient, responsive, and effective resolution of global application issues while supporting customers enterprise wide utilizing diverse customer service channels such as: phone, online, and chat technologies. They will also need to work in close coordination with IT team members abroad to escalate incidents that cannot be resolved by them and ensure that users receive seamless resolution of their day-to-day problems.

Outcomes and Accomplishments

As a Technician, Tier 1 Support, you will:

• Serve as first point of contact to customers seeking technical assistance via phone, email, and chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Managing the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficient...