Technician

• Provide first-line technical support, answering user queries relating to hardware and software problems
• Log all IT incidents and service requests into the ticketing system
• Resolve incidents and requests within agreed SLAs using remote diagnostic tools
• Escalate complex issues to L2 Service Management with appropriate documentation and context
• Hand over issues requiring physical intervention to Onsite Support teams
• Cooperate with Onsite Support and L2 Service Management to ensure seamless user experience
• Deliver excellent customer service ensuring users can continue to work with minimal disruption
• Follow processes, policies, and best practices in all interactions
• Document IT processes and procedures as required
• Support workflow improvement and automation initiatives where appropriate

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