SECTION A: POSITION SUMMARY

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users

queries/incidents received (regardless of source; in a professional and timely manner)

SECTION B: KEY RESPONSIBILITIES AND RESULTS

1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered

and emails are responded in a timely manner.

2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level

resolver groups as per work instructions.

3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted

Service Level

4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and

complete relevant information is recorded.

5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a

specific nature.

6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and

provide regular updates for follow-up actions and incident status.