- Provide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;
- Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support; […]
- Escalate issues that are beyond the scope of support to the proper level of support;
- Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner […]
- Proactively raise possible issues that may...