Level 1 Support At Stratostaff

Responding to customer inquiries, incidents, service requests (etc.)Providing basic troubleshooting and guidance to customers in resolving their issues.Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.Answering FAQs related to applications, hardware, network or general questions.Provide FCR (First Call Resolution) in case of any basic issues.Create, Respond, and Analyze tickets and assign severity for Incidents/Issues/Service Requests.Logging customer interactions and creating support tickets for tracking purposes.Log all the required details about the Incident and assign them to the relevant team(s).Provides call-outs for severity one issue to appropriate Level 2 response personnel, documents and transfers tickets requiring Level 2 response, maintains the opening and closing of tickets for tracking purposes, and tracks call response metrics for internal process improvement efforts.Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary following a defined SOP.Performs routine technological systems support, maintenance, and testing for proper upkeep of systems e.g. stop/ restart, log rotation, and system availability reports.Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.Knowledge of current technological developments/trends in area of focus.Strong interpersonal and communication skills and the ability to work effectively with different teams.