Tier 1 Technical Support Representative

Tier 1 Technical Support Representative

24-08-22
Development Id: 17406 - Contract

Technical Support Representative (Tier 1 Technical Support)

IT/IQ are currently working alongside a leading provider of developmental programs and home learning in their search for a Technical Support Analyst. This is a 6 month contract opportunity that will involve troubleshooting, front line support, training, escalating issues to the 2nd and 3rd line, documentation and more. This role requires previous experience in a Technical Support role dealing with similar customer issues. 


The Services


The Technical Support Representative will work at the direction of the Chief Information Officer and/or delegate.


The chosen individual will provide services including but not limited to the following:

  • Guidance
  • Escalations
  • Monitoring
  • Research
  • Repairing
  • Reporting
  • Documenting
  • Training
  • Troubleshooting


Service Deliverables

  • Track all incoming client inquiries via ticketing systems to resolution solely or by escalating to higher tiered support members within defined SLA parameters.
  • Respond to inquiries via telephone, written internet-based email, or chat sessions.
  • Raise product improvement and new feature requests based on observed user experience.
  • Create and maintain user guides, standard operating procedures, diagrams, and other documentation related to the work performed.
  • Alert clients by utilizing internal communication mechanisms such as the Status site, Discussion Forums.
  • Report on time spent per tasked project regularly.
  • Hold regular training sessions for SelfDesign contractors on application usage and general technology questions.
  • Maintain, Adjust, Support, Administrate feature sets of software platforms in a Product Owner capacity allocated between your peers.
  • Create and execute a work plan to ensure technology skills are current with business infrastructure.
  • Maintain a high level of availability from 8:30am - 4:30pm, Monday to Friday (Pacific) to align with operating hours of other organizations.
  • Other deliverables as and when required.