Advanced Response Center (ARC Tier 1)

Role:Advanced Response Center (ARC Tier 1)

JD:

ARC Tier 1 is responsible for provide first level technical support to customers. ARC Tier 1 will work

closely with ARC Tier 2, Team Leads & Technical Support Engineers to achieve this purpose. ARC Tier

1 is the first line of technical support. This team is responsible for basic customer

issues/enquiries/request/alert. It is the same as 1st Level support which provide basic technical or non-

technical support functions.

ACR Tier 1 functions and responsibilities (not limited)

. Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR

handling, Monitoring consoles)

o 1st level troubleshooting of in supported systems

i.e. Workplace Server Network Microsoft 365 Secure Access Service Edge Point of Sale

o Security event monitoring

o Server and network availability and performance monitoring

o Password reset and unlock

o Perform log & route [to higher tier or Resolver Team(s)]

. Record and manage all transactions/ cases in Service Management System

. Broadcast notifications to the relevant parties

. Provide timely status update, follow up on cases escalated until closure within the service level

agreement.

Ensure daily tasks are executed according to the Standard Operation Procedure