? Conduct 1st level problem determination using documented procedures and available tools.
? Handling system and tools i----------- received via internal ticketing tool.
? Record problem symptoms and status information in a timely manner to escalate and communicate with the appropriate team.
? Handles onboarding/offboarding of users on the tools supported
? ID Administration for new account users and account unlock.
? Performs data imports/upload requested by client through windows server.
? Provides assistance on issues and setting up Virtual Machine (CloudTop) for new users.
? Provide feedback to management concerning possible problems or areas of improvement.
? Make recommendations to implement improved processes.
? Create and update KBs for new and existing processes.
? System and Tools Supported: (Client Ticketing System, Field Service Lightning, Salesforce, Oracle Field Service Cloud, Fiber Management System, Customer Service Software)
