Tech-Keys

Support Engineer

• Answer incoming support calls, emails, and chat requests to assist with IT issues
• Provide first-level troubleshooting for common hardware, software, and network issues
• Guide users through basic troubleshooting steps and document resolutions
• Escalate complex issues to Tier II or other appropriate teams
• Create and update support tickets in the helpdesk system
• Assist with password resets, account unlocks, and basic system access requests
• Educate users on IT best practices
• Maintain professionalism and customer service in all interactions
• Follow company policies, procedures, and service level agreements

Support Technician, Tier I

• Answer incoming support calls, emails, and chat requests to assist with IT issues
• Provide first-level troubleshooting for common hardware, software, and network issues
• Walk users through basic troubleshooting steps and document resolutions
• Escalate complex issues to Tier II or other appropriate teams when necessary
• Create and update support tickets in the helpdesk system, ensuring accurate documentation
• Assist with password resets, account unlocks, and basic system access requests
• Educate users on IT best practices to prevent recurring issues
• Maintain professionalism and customer service in all interactions
• Follow company policies, procedures, and service level agreements (SLAs)

Support Technician, Tier 1

• Answer incoming support calls, emails, and chat requests to assist with IT issues
• Provide first-level troubleshooting for common hardware, software, and network issues
• Walk users through basic troubleshooting steps and document resolutions
• Escalate complex issues to Tier II or other appropriate teams when necessary
• Create and update support tickets in the helpdesk system
• Assist with password resets, account unlocks, and basic system access requests
• Educate users on IT best practices to prevent recurring issues
• Maintain professionalism and customer service in all interactions
• Follow company policies, procedures, and service level agreements (SLAs)