SD L1
Core
Answer moderately complex questions and resolve challenging incidents related to hardware, software, client/COTS applications, and network/user administration.
Role type
L1 Support Specialist
Builds
Incident resolution and service request handling for client environments
Domain
IT Support / Managed Services
Deliverable
client delivery
Required skills
problem solving, analytical skills, incident management, escalation management, hardware support, software support, network administration, user administration
Responsibilities
Answer moderately complex questions following guidelines, resolve challenging incidents, escalate complex problems to other teams or vendors, support L1 agents with day-to-day client incidents and queries
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