Triage Technology Services Engineer

職務概要

- Serve as the first point of contact for clients, providing clear communication and ensuring exceptional service throughout the ticket lifecycle - Efficiently manage, prioritize, and assess incoming support tickets to determine the appropriate action and urgency - Conduct initial ticket review and gather any needed information to assign ticket to the correct group - Monitor ticket queries via the ticketing system and assure the team responds to them in a timely manner - Monitor ticket workflows to ensure adherence to SLAs, taking proactive steps to prevent violations and escalating issues as necessary - Personally manage and resolve select support tickets to maintain quick response times and high-quality client service - Assist with the administration of the ticketing system, including managing business rules, filters, and dashboards to optimize support processes and team performance - Promptly notify Manager of possible support and capacity issues - Build understanding of GlobalLink technologies to better ensure proper ticket assignment - Train and guide less experienced colleagues on GlobalLink and other applications - Manage and generate licenses for some GlobalLink applications - Work in collaboration with other in the Solutions team to post and maintain client requirements or support procedures - Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor