What are the responsibilities and job description for the Level 2 TECH SUPPORT position at Alpha Net?
Job Description
Job Description
Role : Level 2 TECH SUPPORT
Location : Austin, Texas
Position : Onsite
Responsibilities :
Provide technical support to users for moderately complex computer related technical problems.
We are looking for a Level 2 Desktop Support Agent to provide technical assistance to end users
- Communicate technical issues over the phone to a variety of customers.
- Answer service desk telephones
- Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
- Resolve or refer highly complex technical problems as appropriate.
- Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- Log and track inquiries using an incident management database and maintains history records and related problem documentation.
- Identify customer problems and complaints to ensure that inquiries are successfully resolved.
- Assist with KPI performance and ensure the team overall hits its associated SLA targets.
