Customer Solution Center Graduate
Core
Resolve technical issues (hardware and software) for customers via remote support, acting as the first point of contact for incidents and service requests.
Role type
Entry-level technical support specialist (IT infrastructure)
Builds
Remote service delivery and incident resolution for business systems and applications
Domain
IT Infrastructure / Enterprise Hardware & Software
Deliverable
client delivery
Required skills
Technical troubleshooting, hardware and software diagnostics, incident management, case management tools, ITIL best practices
Preferred skills
Phone and remote support experience, e-support experience
Technologies
Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers, Storage
Responsibilities
Respond to service and technical questions via telephone and e-support; perform diagnostics on IT infrastructure; enter incident details into tracking systems; escalate sensitive situations; maintain customer satisfaction by managing communication and following incidents to resolution.
Seniority
Entry-level, graduate program