Technical Support Specialist
3 weeks ago
We are seeking a skilled 1st Line Technical Support Engineer to join our team at In Technology Group Limited.
Key Responsibilities:
- Provide technical support via phone, aiming for a first-time fix on all issues.
- Log all activities in the company's ticketing system, ensuring timely and clear updates.
- Work closely with the team leader to help achieve team Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
About the Role:
As a 1st Line Technical Support Engineer, you will be responsible for the proactive maintenance of customer networks, utilizing our Remote Monitoring & Management (RMM) systems to ensure optimal performance.
You will work closely with the team leader to help achieve team Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Your role will require calm, consultative communication, particularly when dealing with customers experiencing critical system outages.
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