Description

Provide onsite technical support and resolve escalated issues for users in Chesapeake, VA.

Responsibilities

• Resolve tickets independently within agreed SLA timeframes and volume targets.
• Perform root cause analysis on escalated technical issues to prevent recurrence.
• Manage knowledge base updates and documentation to support team efficiency.
• Train freshers and coach analysts to improve overall team performance.
• Adhere to all quality standards, regulatory requirements, and company policies.

Required Skills

• 5+ years of experience in desktop support or technical troubleshooting.
• Experience with coaching analysts and mentoring junior staff.
• Proven ability to manage and train freshers.
• Strong knowledge of ticket management and SLA adherence.
• Ability to perform root cause analysis on complex technical problems.
• Graduate degree in any field.

Key Skills

Education

Any Gradute