Role Responsibilities: 

Respond to system issues and perform first level corrective maintenance.

Respond to complicated user questions.

Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests

Provide first line communications to the customer team to ensure appropriate operational awareness is available in a timely and concise manner

Follow and maintain current customer Standard Operating Procedures (SOPs) and documented Service Level Agreements (SLAs).

Shall maintain and update the ticket tracking tool

Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system, and network status.

Support/interface with the customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.