*Respond to inbound calls, chats, self-service tickets according to agreed Service Level Target (SLT).*Record and process tickets following established procedures.*Use problem-solving skills for swift resolution of technical issues.*Triage, diagnose, and perform basic troubleshooting on computer errors and failures.*Utilize technical tools/resources for efficient issue resolution.*Address user concerns related to hardware, software, and networking.*Manage account administration tasks such as new user requests and password resets.*Ensure timely ticket routing to the next team and coordinate with L2/other support teams when necessary.

* Assist external/internal users of the client's technical products or services; identify, investigate, u and provide resolution to user questions and problems.*Troubleshoot basic to complex user's issues that are technical in nature; including hardware, software, networking, or other designated client products * Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to users or other parties as needed* Solve problems that are generally unstructured and require extensive use of conceptual thinking skills* Serve as a resource to other support personnel* Ensure service delivered to our users meets contractual Key Performance Indicator (‘KPIs’)* Greet user's in a courteous, friendly, and professional manner using agreed upon procedures* Listen attentively to user needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the users * Clarify users requirements; probe for understanding* Prepare complete and accurate work including appropriately notating accounts as required* Participate in activities designed to improve customer satisfaction and business performance* Log all incoming calls and accurately complete case notes in the call tracking database

• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Clarify customer requirements; probe for understanding • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance

*Identify the root cause of the user’s issue and provide technical support remotely.*Assist users if they need password reset either in Active Directory or Office 365 Admin.*Troubleshoot the user's computer if they are experiencing issues with their tools.Assist users with Software Installation.*Set up any external device that the user needs to connect to their computer and install its driver.*Create an incident or request ticket that is appropriate to user needs.*Properly document all the processes that have been taken while assisting the user.

• Do a Hardware and Software quality check to all incoming units in the warehouse to ensure the Quality and Integrity of ICS products.• Re-imaging a system unit using Acronis if the client request to install a fresh Operating System and pre-install their internal software.• Do a hardware upgrade if the client request to upgrade the Ram and HDD of the unit.