Tier 1Technical Support Engineer

Job Description

Your primary responsibility will be :

• Check emails – We make sure that we respond to emails with in 20 minutes.
• Set up follow ups for the day – We may need to do follow up calls (Tier2 advise)
• Take calls – Fronliners in inbound calls.
• Check 3cx voicemails (5min) – We do not exceed 5 minutes in leaving voicemails.
• Opening TTs – For all calls except ghost and wrong number calls.
• Putting time against tt – Updating ticket time
• Tagging resources – We need manually Tag Derek Moore for pending quote
• Escalate to t2 – Any concerns when T1 cannot resolve, for clarification or advise on how to proceed on call.
• Keep calls to 6 min 30 sec – AHT
• First call resolution – This does not mean that we resolve and close the case in our first call. Instead this would help resolve the guest concern should it be escalated. We have to ISOLATE, gather all pertinent details of the caller and the issue, verify in tools and troubleshoot.
• Wrap up - We check our cases we create or escalate as to what happened EOS and at start of the shift.
• Replying to clients – Most of this go thru emails.
• Sending WO to Clients – Send email of Work order to clients when needed.

Technical Requirements

Previous experience in a customer service or technical support role is preferred.

Basic understanding of computer systems, software, and networking concepts.

Strong communication skills, both verbal and written.

Ability to troubleshoot and solve problems effectively.

Familiarity with help desk ticketing systems and remote support tools is a plus.