Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required  Provide support, including procedural documentation and relevant reports  Support the roll-out of new applications or new versions of current applications  Report any issues the clients face to development through the correct channels  Send technical documentation to customers who have lost or misplaced theirs  Prioritize and manage many open cases at one time  Respond within agreed time limits to tickets  Adhere to pre-acknowledged SLAs 

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