Provide a high level of customer‑focused technical support by troubleshooting complex technical issues, managing support tickets, and escalating as necessary to ensure timely resolutions in line with service level agreements.
Collaborate with internal teams to analyze requirements, solve problems, and coordinate project efforts, ensuring seamless interaction across departments.
Monitor and report system performance, offering input on security processes and policies to keep them relevant and up‑to‑date.
Regularly update management on status and progress, while continuously identifying ways to minimize repeat occurrences of technical issues.
Act as a liaison between employees and other support staff, ensuring clear communication and problem resolution.
Participate in projects as a technical support knowledge resource.