Job Duties: • Interact with executive-level customers and management in resolving technical problems on an emergency basis. • Perform in a call center that assists customers in installing and using enterprise software, including messaging client software, word processors, web browsers, anti-virus software, and custom applications. • Provide front line phone, Live Chat, and Remote Desktop support to resolve requests remotely or via on-site visit(s). • Provide support for application software installation and use. • Provide Mobile Device Support. • Assist in developing user documentation/installation procedures. • Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution. • Serve as the clearinghouse for posting "Alert" Notifications via Voice Mail, website, distribution lists, and e-mail. • Maintain the knowledge base for all custom software and develop a working knowledge of all enterprise hardware and communication products. • Provide consulting support and serve as the technical resource and solution-provider for the customer's technical staff. • Serve as a resource for solving user problems requiring an advanced level of technician support. • Work closely with other customer groups to support current technology. • Interact with senior customer's internal resources to efficiently respond to user requests/problems. • Partner with vendors to identify and resolve problems. • Confer with senior engineering staff to resolve more complex problems. • Perform other official duties as assigned.