Technical Support Tier 1

This position assists Intercard, Inc. customers with technical support of Intercard, Inc. supported hardware, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Provide real time system and user support by responding to telephone calls, email, skype messages and other requests for technical support by remote customers. Appropriately use diagnostic utilities, knowledge base, and internet resources when required to aid in troubleshooting. Escalate incidents and problems as required to Tier II support teams. Inform Leadership of recurring Incidents, major incidents, and Problem tickets. Assist with the setup and configuration of customer hardware and applications. Ability to track, identify, prioritize and organize tickets.