Description of the project:

  • Provide technical and network problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions;
  • Receiving customer trouble tickets electronically via ZoHo CRM system and contact with customers;
  • Resolve issues;
  • Replicate more complicated issues to vendors;
  • Provide status to customers;
  • Document problems and resolutions;
  • Monitoring the network via Nagios.

Achieved results:

  • Deliver service and support to end-users, via remote connection or over the Internet;
  • Phone calls to resolve technical support issues;
  • Troubleshooting VoIP issues utilizing packet capture tools and VoIP server logs;
  • Work in conjunction with 2nd & 3rd tier support specialist.

Time availability: Mon-Fri, 9 pm – 4 pm EST time. Time to response: 30 min.

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Project details:

  • Region: USA
  • Client: Voice One
  • Industry: IT
  • Lifetime: 6+ months

Technologies:

IT ENGINEERS
IT SERVICES AND SOLUTIONS
INDUSTRY EXPERTISE
COMPLETED IT PROJECTS