• Troubleshooting application functionality, crash, and performance
• Investigate user performance and work with external teams to improve user experience
• Assist customers with Tier 2 incident resolution for Linux and Windows applications.
• Provide remote end-user desktop support
• Participates in special projects as required.
• Identifies, analyzes, and resolves system incidents with both short-term workarounds and long-term solutions. Responds to escalated service desk/team requests.
• Communicate effectively (in oral and written form) with various individuals; work well within small and large team environments.
• Willingness to provide initial triage, response, and notifications for incidents