The IT Operations Technician performs technical troubleshooting and diagnosis of root cause, and performs the steps necessary to fully log the incident, including the troubleshooting steps taken to resolve the incident.

Application First Line Support as part of the Application Operations unit. This desk provides the first line services to multiple business units of the organization spread across the globe.

Work through list to create / modify / Terminate / troubleshoot access based off Incidents and Requests.

The Customer Service Specialist (CSS) can work directly with the customer to provide support and help resolve any issues that can possibly be resolved without an Engineer being onsite.The CSS provides the interface for CHE customers to report problems on contracted systems under CHE maintenance purview. This includes logging the problem within the problem tracking systems and insuring the appropriate service technician is dispatched.The CSS will follow up on all open problems insuring the service technician has arrived on-site within the Service Level Agreement (SLA) specified time.The CSS will be responsible for following current escalation procedures.The CSS will monitor all parts ordered for the call and interface with the Logistics Department to insure the parts arrive at the customer's location in a timely manner.The CSS is responsible to insure that all entries within the engineering report are correct and that each entry has the time, date and initials of the individual making the entry.The CSS will also monitor customer's equipment performance from CHE's operation center using CHE's remote monitoring tools. When errors or problems are detected, the CSS will dispatch the assigned service technician to address the problem.The CSS will prepare weekly and monthly account performance reports for customers and upper management