Technical Support Agent supporting Key Management Infrastructure Help Desk for CACI. Collaborating with Department of Navy and resolving technical issues for client accounts.
About the role
- Suporte N1 prestando atendimento aos usuários via telefone e chat na RPE. Focado em diagnosticando e resolvendo problemas de sistemas e aplicativos.
Responsibilities
- Assist users via phone and chat
- Handle L1 support tickets
- Receive, log, classify, and prioritize tickets according to SLA
- Perform initial diagnosis and resolve low- to medium-complexity issues
- Provide support for systems and applications
- Guide users on the proper use of RPE systems
- Escalate tickets to higher levels (N2/N3) when necessary
- Coordinate with product teams to find solutions
- Document solutions and maintain the knowledge base
Requirements
- Good verbal and written communication
- Knowledge of computer network communication (networking)
- Knowledge of APIs and SQL/databases
- Empathy and customer-focused attitude
- Organizational skills and ability to manage priorities
- Proactive and eager to learn
- Teamwork
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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