职责：

- Receive incident request calls from the customers and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution.

- Assits with the monitoring of the progress of the incident from inception to resolution and to keep customers informed of the progress of their incidents

- Escalates incidents to the Service Desk Manager, Service Desk Lead or other IT Infrastructure Teams using predefined procedures where the resolution falls outside agreed targets.

- Resolve Tier 1 issues by following predefined processes, procedures and work instructions.

- Enforce and support all Laird Technologies’ IT policies and procedures.

- Adhere to quality and safety systems or maintenance of quality and safety standards

要求：

- Knowledge of Microsoft Operating Systems and applications.

- Knowledge of network protocols.

- Excellent verbal and written communication skills.

- Exceptional Customer Service skills

- Effective time management skills.

- Good understanding of IT infrastructure and architecture so that a clear definition of problems can be created and passed to the solution providers.

- Prioritize and escalate calls based on knowledge of the business impact of the reported problems.

- Remain abreast of new development in technology at Laird Technologies so that the customers can be assisted with incident resolution at point of contact.

- Ability to work in a fast-paced environment.

- Ability to troubleshoot issues in a systematic and efficient manner

- Associate’s degree in computer science or related field is preferred. Experience may be considered in lieu of degree.

- A minimum of 1 year of experience working with end-user support