* Deliver service and support to end-users via remote connection or over the Internet, phone or email. * Interact with customers to provide and process information in response to inquiries, concerns, and requests about IT products and services; * Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; * Diagnose and resolve technical hardware and software issues involving servers, desktop, mac, printers, smartphones, etc. Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Accurately process and record transactions using a designated helpdesk software; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates