RTOC Tier 1 Operator Job Description Template
Our company is looking for a RTOC Tier 1 Operator to join our team.
- 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.
- 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.