RTOC Tier 1 Operator

RTOC Tier 1 Operator Job Description Template

Our company is looking for a RTOC Tier 1 Operator to join our team.

Responsibilities:

  • Identify and suggest possible improvements on procedures;
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions;
  • Direct unresolved issues to the next level of support personnel;
  • Determine the best solution based on the issue and details provided by customers;
  • Walk the customer through the problem-solving process;
  • Record events and problems and their resolution in logs;
  • Serve as the first point of contact for customers and Field Technicians seeking technical assistance over the phone or email.

Requirements:

  • Proficiency in English;
  • Good understanding of computer systems, advanced networking skills and emerging wireless technologies;
  • Ability to research and identify solutions for existing or elusive problems;
  • Capable of adapting to changing work roles;
  • Excellent Communication skills;
  • Ability to diagnose and resolve basic technical issues;
  • Proficient at network setup and troubleshooting;
  • Proven experience as a Help Desk Technician or other customer support role is an asset;
  • Customer-oriented and cool-tempered;
  • General understanding of electrical circuitry.