Associate Engineer
Core
Provide Level 1 and Level 2 technical support and customer service for public sector clients via phone, chat, and ticketing systems.
Role type
Associate Engineer (IT Help Desk / Customer Support)
Builds
IT service resolutions and customer inquiries for public sector clients
Domain
Public services / IT Help Desk
Deliverable
client delivery
Required skills
L1/L2 support, ticket management, CRM/ITSM tool usage, English communication, English language translation, independent troubleshooting, data evaluation, call logging, escalation procedures
Preferred skills
Public services experience, Microsoft Office tools
Technologies
CRM, ITSM, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
Responsibilities
Answering customer calls and chats, logging calls into CRM/ITSM, researching information using knowledge bases, identifying customer problems and providing resolution, escalating priority issues, routing tickets to L2/L3/L4 teams, completing call notes and reports
Seniority
Junior, individual contributor
