Publié dans: Services administratifs dans Pennsylvanie | Posté: |
Job Description
What would you do? – The Specifics
Troubleshoots basic and advanced software/hardware issues with internal customers via phone, support ticketing system requests and remote desktop support.
Maintains and increases job knowledge on all applicable applications and hardware via training, documentation and personal research.
Works with Hardware Engineer to resolve hardware and networking related requests, with Application Engineer to resolve software related requests and with the Distribution Center to resolve inventory related requests.
Guides the user through an appropriate diagnostic procedure via telephone to determine the nature of the problem and escalates/prioritizes for problem resolution with the appropriate departments.
Documents all calls into Footprints (call tracking software) including details of problem and resolution.
Provides outstanding support to all customers and other NVI departments as needed.
Follows all department/company procedures and policies.