Description

Provide onsite technical support and manage ticket escalations in Chesapeake, VA.

This role is on-site.

Responsibilities

• Perform root cause analysis on escalated technical issues.
• Resolve tickets independently within agreed SLA timeframes and volume targets.
• Maintain quality standards, regulatory requirements, and company policies.
• Manage knowledge base updates and contribute to documentation.
• Train and coach fresher analysts to improve team performance.

Required Skills

• 5+ years of experience in desktop support or technical troubleshooting.
• Experience with ServiceNow or similar ticketing systems.
• Proven ability to perform root cause analysis.
• Experience in training and coaching junior staff.
• Knowledge management and documentation skills.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Gradute