Success Criteria

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
  • Supporting maintenance of hardware/software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems.
  • Assisting with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day‑to‑day questions related to client incidents, requests and queries.
• Utilizes problem‑solving and analytical skills to effectively resolve challenging incidents.

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