The primary responsibility is troubleshooting problems with software for IT end users, you are the first-level contact for customers and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests.
• Responding to customers by email, DM or ticketing system to help solve their issues Performing diagnostic tests to help resolve problems
• Tracking, routing and redirecting information about issues to the proper resources
• Creating and updating documentation so the rest of the team can use it Following up with customers to make sure their issues are resolved and providing feedback
