Role:Advanced Response Center (ARC Tier 1)
JD:
ARC Tier 1 is responsible for provide first level technical support to customers. ARC Tier 1 will work
closely with ARC Tier 2, Team Leads & Technical Support Engineers to achieve this purpose. ARC Tier
1 is the first line of technical support. This team is responsible for basic customer
issues/enquiries/request/alert. It is the same as 1st Level support which provide basic technical or non-
technical support functions.
ACR Tier 1 functions and responsibilities (not limited)
Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR
handling, Monitoring consoles)
o 1st level troubleshooting of in supported systems
i.e. Workplace; Server; Network; Microsoft 365; Secure Access Service Edge; Point of Sale
o Security event monitoring
o Server and network availability and performance monitoring
o Password reset and unlock
o Perform log & route [to higher tier or Resolver Team(s)]
Record and manage all transactions/ cases in Service Management System
Broadcast notifications to the relevant parties
Provide timely status update, follow up on cases escalated until closure within the service level
agreement.
Ensure daily tasks are executed according to the Standard Operation Procedure
