• Provide remote and/or on-site support services to clients with the highest level of professionalism to provide top-tier experience. • Act as a tier 2 resource for the department's reactive tickets queue. • Understand client requests and react according to severity and escalation needs. • Achieve 95% CSAT consistently as an individual metric. • Perform client resource onboarding and offboarding requests. • Utilize the ticketing system to work on and resolve tickets and requests. • Ability to keep detailed notes on tickets and meet ticket SLA requirements. • Follow the documented processes throughout the entire ticket life cycle. • Utilize the remote monitoring and management solution to aid in the completion of Service Delivery incidents and requests. • Ability to interact with outside vendors to resolve support issues. • Provide guidance and support to team members. • Create, update and maintain Client Documentation in the Documentation Management System. • Escalate tickets that require additional support from Service Delivery Management. • Document and account for all time worked within the ticketing system. • Adhere to service desk procedures and company security protocols. • Participate in the On-Call rotation as a technical resource.