1. Provide technical support for network and software-related customer service in response to incoming service requests. 2. Respond to calls and email requests for technical and desktop server support by working troubles tickets as directed. 3. Coordinated with Level 1 technical support specialists to take over calls outside their level of support. 4. Assisted customers with more difficult technical issues requiring. A greater level of personalized care and greater length. 5. Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.