Technical Support (Advanced Response Center) Tier 1

Overview (Summary of the Role)

ARC(Advanced Response Center) Tier 1 (or Level 1 Technical Support) is required to work in a secure ARC environment. ARC is a type of call center that specializes in providing technical support or customer service for products or services. An ARC typically employs trained and specialized agents who are knowledgeable about the product or service being supported. They may also use advanced technologies such as artificial intelligence, chatbots, and automation to assist with customer inquiries and support.

ARCs often handle more complex issues that cannot be resolved through standard support channels.

They may also provide 24/7 support and have multilingual capabilities to serve a global customer base.

In addition to providing technical support, an ARC may also be responsible for proactive monitoring and management of the product or service being supported, identifying, and resolving issues before they become problems for customers. This can help to improve overall customer satisfaction and reduce downtime for critical systems or services.

Overall, an ARC plays a critical role in ensuring that customers receive high-quality technical support and service for products and services.

ARC Tier 1 is responsible for providingfirst level technical support to the Client's 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 provides basic technical or non-technical support functions.

Responsibilities

• Perform log & route [to Tier 2 or Resolver Team(s)]
• Server and network monitoring
• SOC (Security Operations Center)monitoring
• Perform 1st level troubleshooting on End-User Computer/Server/Network
• Basic POS troubleshooting
• Application troubleshooting
• Event monitoring
• Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
• Record and manage all issues in Service Management System
• Broadcast notification
• Zscaler L1 troubleshooting and request fulfillment.
• Password reset and unlock.
• Provide timely status update on issues escalated and to close tickets within service level agreement.
• Ensure daily tasks are executed according to SOP (Standard Operation Procedure)

Job Requirements

• Willing to perform 12-hour Shift Work or Office Hours.
• At least 1 year IT support experience preferably in the IT service desk environment.
• Candidates who do not meet the experience required will still be considered if they can demonstrate proficient technical skills.
• Have technical knowledge & skills in following :-

- O365

- MS Excel (Pivot, filter, graphs)

- MS PowerPoint

- MS Windows

- Basic Desktop Troubleshooting & Resolution

- Basic Network Troubleshooting & Resolution

- BMC Remedy / ServiceNow

- Cloud Telephony system

• Good communication skill in English
• Good customer service skill
• ITIL4 Foundation certified advantageous
• Knowledge of service quality skill
• Knowledge of service level management
• Able to multi-task.
• Ability to work in a team.