TECH SUPPORT INTRUSION - L1
Core
Provide solution-driven technical support via phone, email, and chat for hardware, software, and application issues, including troubleshooting, logging, and creating self-help documentation.
Role type
L1 Technical Support Specialist
Builds
Customer support solutions and knowledge base articles
Domain
IT Support / Customer Service
Deliverable
client delivery
Required skills
Troubleshooting, Hardware/Software setup, Operating Systems (Windows), Database knowledge, Communication, Ticket logging, Escalation, Remote support, Log collection
Preferred skills
Network fundamentals (IP), Cisco modules, Intrusion alarm systems
Responsibilities
Identify and resolve customer/employee technical problems, Log and record customer queries, Update self-help documents, Create knowledge base articles, Escalate serious complaints or complex issues, Process online chat and remote support, Collect log and configuration files, Forward non-post-sales issues to relevant departments
Seniority
Junior, entry-level IC