Provide technical support to end-users via phone, email, or chat.Act as the first point of contact for end-users, skillfully diagnosing and resolving technical issues via phone, email, or in-person.Perform hardware and software installations, ensuring that all systems are configured according to company standards.Monitor and manage ticketing systems, prioritizing issues based on urgency and impact to minimize downtime.Conduct regular system checks and maintenance tasks to prevent potential issues and ensure optimal performance.Document all support interactions and resolutions accurately in the knowledge base for future reference and training.Collaborate with L2 support teams and other IT departments to escalate unresolved issues efficiently.Provide training and support to end-users on new technology and software, enhancing their productivity.Ensure compliance with IT security policies and procedures, protecting company data and assets.Assist in inventory management by tracking hardware and software assets and reporting discrepancies.Stay updated on the latest technology trends and tools to improve support processes and enhance service delivery.Troubleshoot and resolve hardware, software, and network issues.Document all support activities and resolutions in a ticketing system.Escalate complex issues to appropriate support teams.Install and configure software and hardware for end-users.Collaborate with other support engineers to identify and implement solutions.Train end-users on new technologies and software applications.Monitor and maintain computer systems and networks.Stay up-to-date with industry trends and technologies.Provide excellent customer service and ensure customer satisfaction.
