- Technical support to customers (phone, email, and live online chat)- Troubleshoot system and network problems, diagnosing and solving software faults- Providing maintenance support and break-fix solutions, including procedural documentation and relevant reports- Troubleshooting technical problems and implementing solutions- Responsible for the fast and accurate troubleshooting of reported faults- Set up new users' accounts and profiles and deal with password issues- Work continuously on a task until completion (or referral to third parties, if appropriate)- Providing technical support via help-desk systems for a wide range of internal & external applications- Prioritize and manage many open cases at one time- Rapidly establish a good working relationship with customers and other professionals