Technical Support Advisor
Current• Provide remote Tier 2 support to triage and resolve connectivity issues, network, desktop hardware, software, and printers for end-users.• Log all incidents in Tore IT Service Management tool.• Triage reported security breaches and follow the business process to resolve them, ensuring end-users know how to securely operate their devices. • Deliver ITIL-compliant service request management services ensuring value is delivered to the end-user in line with established SLAs and standards. • Support end-user through the adoption journey for new Apple Solutions (Apple Savings Account) ensuring end-users understand the procedures of setting up new features/services and solving basic problems. • Support knowledge management within the team by creating and sharing knowledgebase content with team members. • Assisted customers with online billing, account, and technical issues via email, live chat, and telephone.• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.• Monitored support activity trends to create solution reports.• Walked customers through common phone hardware and software configurations to maximize service functionality.• Used proactive monitoring procedures and tools to identify problem-prevention opportunities.• Used remote login tools to assist clients with technical and product questions.
