Supports maintenance of hardware/software, client proprietary, COTS and Unisys applications and issues with voice communications and voicemail systems.
Assists 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.