Technical Support Representative

Job Description

The Technical Support Representative, under direct supervision, is responsible for providing support with tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role documents resolutions in the ticketing system including correspondence with the customer, problem analysis, troubleshooting performed and resolution, and ensures proper closure of issues. The role is responsible for day-to-day customer technical support in the end user computing environment and provide initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests regarding the use of application software, hardware and/or infrastructure components.

Responsibilities

• Provides initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests regarding the use of application software, hardware and/or infrastructure components.
• Documents resolutions in the ticketing system including correspondences with the customer, problem analysis, troubleshooting performed and resolution, and ensures proper closure of issues.
• Provides technical support by phone, chat, and web ticketing interfaces to internal and external customers on software, hardware, and/or infrastructure components.
• Focuses on continuous enhancement of customer service experience and increasing first call resolution.
• Collects support information and provides support for tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk.
• Provides resolution, identifies recurring problems, and/or escalates issues to appropriate tier support.
• Assists with revising/documenting, processes,
• Creates, accurate ticket documentation, and identifies areas for first call resolution.
  
  

Qualifications

• 0-3 years of IT support experience in handling multiple system environments.
• High School Diploma or General Education Diploma (GED) and/or commensurate experience.

Equal Opportunity Employer

Westfield celebrates diversity and is committed to inclusion. All qualified applicants receive consideration for employment without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran.