Application and Network Support

Application and Network Support

The application and network supporter aims to restore IT Services to their defined Service Levels as quickly as possible. The application and network supporter is responsible for receiving and processing Service Requests, for assisting users, and for coordinating the incident resolution with internal or external specialist support groups.

Essential functions and responsibilities

Support customers on complex issues including problems related to IT Infrastructural networks, servers and workstations
Respond to requests and inquiries from customers within the pre-determined timeframe of our service level agreement
Investigate and resolve calls, incidents and problems. Identify solutions to work around open issues / problems that are under investigation or pending resolution
Work directly with customers technology staff, and end users
Document, and track, case histories, issues, and actionable steps taken
Perform hardware and software research, testing, and recommendations
Improve documentation of support policies and procedures
Provide technical support and training to other team members