* Identifying hardware and software solutions.* Troubleshooting technical issues.* Diagnosing and repairing faults.* Resolving network issues.* Installing and configuring hardware and software.* Speaking to customers to quickly get to the root of their problem.* Providing timely and accurate customer feedback.* Talking customers through a series of actions to resolve a problem.* Following up with clients to ensure the problem is resolved.* Replacing or repairing the necessary parts.

* 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* Determine the best solution based on the issue and details provided by customers* Walk the customer through the problem-solving process* Direct unresolved issues to the next level of support personnel* Provide accurate information on IT products or services* Record events and problems and their resolution in logs* Follow-up and update customer status and information