Summary of Career

1. Research and identify solutions to software and hardware issues

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2. Diagnose and troubleshoot technical issues, including account setup and network configuration

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3. Ask customers targeted questions to quickly understand the root of the problem

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4. Track computer system issues through to resolution, within agreed time limits

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5. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

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6. Provide prompt and accurate feedback to customers

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7. Refer to internal database or external resources to provide accurate tech solutions

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8. Prioritize and manage several open issues at one time

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9. Follow up with clients to ensure their IT systems are fully functional after troubleshooting

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10. Document technical knowledge in the form of notes and manuals

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