Deskside Support Technician

Responsibilities: Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options Route problems to 3rd level IT support staff using knowledge base articles Coordinate with level 3 and support staff that provide hardware / software / network problem resolution. Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's Responds…