IT Supporter First-Level-Support (m-w-d)
Core
Providing first-level IT support via phone to customers and prospects, handling inquiries and incidents, and resolving issues using a knowledge base.
Role type
First-level IT support specialist
Builds
IT support services for enterprise clients
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Basic IT knowledge, familiarity with common operating systems, Microsoft Office applications, telephone customer service, incident management, technical classification
Preferred skills
Prior experience in support or telephone customer service
Responsibilities
Answering customer inquiries and reporting incidents, creating and opening incidents or service requests, attempting solutions based on a knowledge base, classifying technical requests and escalating to specialized units