Job Description

• Be accountable and responsible for Ticket Creation, Analysis, Resolution, and Escalation for a defined set of alerts and tickets.
• Prioritize work and maintain a high level of professionalism in a highly dynamic work environment.
• Meet performance objects.
• Maintain a high degree of customer service.
• Follow escalation procedures for interfacing with other analysts and teams.
• Utilize the internal Knowledge   Base to assist with the resolution of threats.
• Other duties as assigned.
• Document partner interaction, troubleshooting, and results in a clear and concise manner.
• Engages in the application of systems analysis of hardware or software for best practices per technical documentation, and provides solutions based on the diagnosis of the problem.
• Analyze, test, and modify partner and end-user customers’ computer systems based upon their unique design specifications and/or computing environment.
• Interact with partners and end-users to provide support via phone, ticket system and chat and answer user inquiries regarding the system.