• Provide an IT experience that clients love • Provide Level 3 support to new and existing clients • Responsible for Emergency Response to client outages • Act as escalation point for Service L1 and L2 • Responsible for ticket ownership through discovery, resolution, and future mitigation as well as participation in RCA process • Responsible for managing daily workload to ensure client issues and requests are addressed in a timely manner • Responsible for consistently providing accurate service ticket notes and time tracking • Responsible for ensuring clients and key players are consistently updated on the progress and next steps of their issue or request • Responsible for creating and maintaining documentation • Responsible for meeting or exceeding departmental KPI's