**Responsibilities**:
- Provide frontline customer service in complex/high profile work areas, either remotely or at the end user's location, using troubleshooting and technical skills to resolve complex problems and perform maintenance tasks.
- Demonstrate the ability to research and resolve employee's issues in a timely and accurate manner with mínimal guidance.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide regular status and progress towards milestones with one's supervisor.
- Monitor/update ticketing systems and make sure they are addressed in a timely fashion.
- Triage inbound tickets, providing first touch communication, assigning priority, and routing to the correct next-level when needed.
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Monitor the event alerts and notify to the concerned team and process the requests from the end-users to level 2 and level 3 support engineers.
- Monitor the availability of the Database events like DB availability, Instance availability, and the space availability of disk drives and file systems.
- Monitor the backups, and recovery errors, respond to the request regarding the restoration of the DB.
- Understand the errors reported by clients, excellent R&D skills to identify and resolve problems
- Handling client issues within Microsoft Products, Like Office
**Requirements**:
- 2+ years of experience in IT support, ideally in a Software House.
- Bachelor's Degree in Information Technology, Computer Science or similar field.
- Advanced knowledge of computer systems and networking.
- Possess strong PC Skills, including proficiency with Google Workspace, Word, Excel & PowerPoint, Zoom, Slack and similar technology driven communication platforms.
- Able to conduct research into a wide range of computing issues as require.
- Strong interpersonal skills, high level of passion and enthusiasm for the job.
- Able to multitask and work under pressure and short timelines.
- DevOps experience a strong plus.
**Experience**:
- Customer Respresentative: 2 years (preferred)
- DevOps: 2 years (preferred)