• Serve as the first point of contact for customers seeking technical assistance over the phone or email.• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages• Follow the documented process for managing tickets, including answering calls, limiting time spent on tickets and escalating appropriately and within SLA• Work with correct support to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently• Technical support at the network level: WAN/LAN connectivity, routers, firewalls and security• User Management (Account/Email creation, password reset, etc.)• KB Articles publication• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets