Level 1 Service Desk Engineer - Good English

Mô tả Công việc
• Handle incoming phone calls, emails and tickets
• Raise support tickets where necessary
• Perform initial triage to understand the support query and set the appropriate category and priority in the ticket
• Perform troubleshooting where required, including talking to the customer if more information is required
• Maintain accurate records of work performed in the ticketing system, including resolution notes
• Update work documentation as required
• Escalate to Level 2 engineers when required
• Engage vendors to investigate and resolve issues
• Close support tickets when an incident is resolved, or request is fulfilled
• Monitor ticket queues and follow up with users and third parties
• Use monitoring tools to proactively monitor customer infrastructure and respond to alerts in a timely manner
• Immediately advise your manager of any issues impacting a customer's business
• Perform additional tasks as requested by your manager, other managers or directors of the business