Technical Support - Colombia Bogota

Provide comprehensive technical support services to the Client’s internal customers and service providers.

· Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.

· Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.

· Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.

· Follow established Asset Management processes

· Report any potential problem cases to the Deskside Manager. (Build a “proactive” environment)

· Perform IMAC-related tasks as assigned.

· Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.

· Replicate and resolve customer incidents in the software & hardware environment.

· Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.

· Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.

· Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.

· Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.

· Perform customer support related tasks and special projects as assigned by management.

· Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

· Organize and utilize all support resources provided including emails, documentation, contact lists, etc.