Offering support and technical expertise to customers who are using software, hardware, or other computer systems and need help completing their tasks or troubleshooting problems through diagnostic tests and remote access to their computers. * Responding to queries via chat, email, or phone * Training other staff members on troubleshooting and diagnosing problems *Writing, editing, and revising training manuals for new and updated software and hardware *Providing technical assistance for questions and problems *Resolving problems with networks and other computer systems *Diagnosing system errors and other issues *Following up with customers to ensure full resolution of issues *Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods *Running reports to analyse common complaints and problems *Installing or changing software to fix issues *Remotely accessing hardware or software for clients to make changes and fix problems