Job Duties: -Serve as the first line support for users seeking technical assistance over the phone or email.-Perform remote troubleshooting through diagnostic techniques.-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.-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.-Pass on any feedback or suggestions by customers to the appropriate internal team.-Identify and suggest possible improvements on procedures.-perform a periodic preventive maintenance to computer systems