T1 IT Support

Role Summary

As the IT Support, you will serve as the front line of technical support, responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources. This role will handle T1 escalations and T2 tickets, resolve technical issues promptly and efficiently, and escalate T3 tickets as necessary. This role is expected to bring awareness and recurring issues to their direct supervisor. Exceptional customer service and communication is critical as this role is going to be working with non-technical clients on a regular basis.

General Duties And Responsibilities

Monitor the call queue and ticket boards, and promptly address incoming calls and tickets

Maintain ticket hygiene by managing and completing tickets from initiation to resolution

Troubleshoot and resolve technical issues according to established procedures and guidelines

Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed

Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information

Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks

Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly

Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings

Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services