Advanced Response Center/technical Customer Support
1 week ago
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)
handling, Monitoring consoles)
- 1st level troubleshooting of in supported systems
i.e. Workplace; Server; Network; Microsoft 365; Secure Access Service Edge; Point of Sale
- Security event monitoring
- Server and network availability and performance monitoring
- Password reset and unlock
- 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
**12 hours shift job**
**Job Type**: Contract
Contract length: 12 months
Pay: $1,500.00 - $2,500.00 per month
Schedule:
- Day shift
- Late shift
- Night shift
-
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