Assist other technicians with requests for assistance with technical issues through IM, walk-ups, email, and via warm transfer where possible.
Resolve escalated issues from a queue.
Communicate technical tips and news throughout the team and by authoring knowledge base articles to further general knowledge.
Educate technicians who have escalated incidents on the how these have been resolved.
Assist operations in identifying initial skill gaps through escalated issues.
Accept inbound calls from the ACD queue as necessary
Model excellent customer service, process and technical skill.
Model knowledge base solution usage and authoring.
Model the necessity of ongoing learning and certification.