• Deliver high-quality assistance via phone, email, chat, and remote desktop to resolve hardware, software, and network-related inquiries. • Diagnose and resolve issues involving Windows and Linux operating systems, telecommunications, and IP-based networks (SIP, VoIP, routing, and switching). • Create, update, and maintain accurate records in the ticketing system, ensuring all customer interactions and resolutions are thoroughly documented. • Identify complex issues requiring specialized intervention and escalate them to internal teams or external vendors while maintaining ownership of customer communication. • Assist in developing technical resources, including FAQs, knowledge base articles, and 'Methods of Procedures' to improve team efficiency. • Perform system site audits to identify potential improvements and provide findings to ensure optimal configuration and performance. • Work alongside Product Development, QA, and Sales teams to identify product trends, address bugs, and enhance the overall user experience. • Manage multiple priorities effectively and participate in an on-call rotation to provide after-hours support and meet customer commitments.