- Job Description:
We are seeking a candidate to join our Advanced Response Center (ARC) team. This role involves providing first-level technical support in a secure environment for complex products and services.
Key responsibilities include:
- Responding to Customer Inquiries: Handle incoming requests and incidents via calls, emails, webchat, IVR, and monitoring consoles.
- Basic Troubleshooting: Resolve issues related to workplace systems, servers, networks, Microsoft 365, Secure Access Service Edge, and POS systems.
- Monitoring and Escalation: Conduct security event monitoring, oversee server and network performance, reset passwords, and escalate cases to higher support levels as needed.
- Case Management: Document all cases in a Service Management System, keep parties updated, and ensure prompt follow-up until resolution within SLAs.
- Procedural Compliance: Follow Standard Operating Procedures to ensure efficient service.
