1st Line Support Engineer
- Utilise customer provided tools to handle inbound contact from end users (phone, chat and email), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets.
- Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution.
- Adhere to internal escalation processes and assists in the development of support procedures, methods, best practices and documentation to provide consistent and reliable support and excellent technical service.
- Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures.
- Maintain an in-depth knowledge of the Eyefinity products/software.
- Understand and respond to feedback from ticket quality reviews.
- Act as a customer advocate, championing issues which have an impact on customer operations as they relate to Eyefinity products/software.
- Monitor announcements to ensure you have the latest information regarding outages and procedure updates.
- Work defined shift schedule including lunch times and break times. Understand and follow the procedures for notifying absence and requesting time off.
- Complete mandatory training as required.
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