<ul>
<li>Diagnose and troubleshoot technical issues, along with resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.</li>
<li>Communicate with clients through a series of actions, either via phone, email or chat, until the technical issues are solved.Provide prompt and accurate feedback to the clients.</li>
<li>Follow up with clients to ensure their IT systems are fully functional after troubleshooting.</li>
<li>Assign issues to internal teams and tracking the updates.</li>
<li>Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.</li>
<li>Refer to internal databases or external resources to provide accurate tech solutions.</li>
<li>Prioritize and manage several open issues at one time.Also,Ensure all issues are properly logged.</li>
<li>Should be able to understand various reports/analytics needed in operations and must be able to produce accurate reports on a timely basis.</li>
<li>Document technical knowledge in the form of notes and manuals.</li>
<li>Ensure proper recording and closure of all issues.</li>
<li>Ensures that Knowledge Base(KB) is created for repeat issues and known errors. Developing how-to (KB) articles and/or solutions documents for internal/external distribution.</li>
<li>Responsible for managing SLA for premium customers.</li>
<li>Responsible for timely closure of incidents depending on the priority to meet committed Service levels.</li>
<li>Provide feedback to Product Management groups associated with product quality concerns.</li>
<li>Maintain jovial relationships with clients.</li>
<li>Should be open to 24*7 support.</li>
</ul>