Serve as the first contact with customers who need technical assistance via the phone or emailPerform troubleshooting using different diagnostic techniquesTroubleshoot, diagnose, and resolve technical hardware and/or software issuesProvide quick resolution and excellent customer serviceRedirect unresolved issues to the next level of support personnelProvide needed information on IT products or servicesKeep record of problems and their resolutionFollow-up with customersProvide feedback on processes and make recommendations on areas to improveMaintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshootingSuggest improvements on procedures

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