Technical Support - Level 2 - Remotly

Flojics is a partner of Genieall is an MSP Mentor 500 winner and an ISO 27001 Certified organization which is energized by helping our customers with their business needs. We have a strong focus on IT solutions, operational support as well as compliance within the following verticals: energy, critical manufacturing, finance and health care. At Genieall, we help our customers by granting their IT wishes. 

Role And Responsibilities: 

• Actively participate in support queue calls, paying careful attention requirements and care of our clients
• Open, track and close incident and request tickets
• Perform daily system health checks, address issues and document results
• Monitor and maintain systems performance and troubleshoot outages within specified SLA
• Escalate critical incidents as necessary while keeping all stakeholders frequently informed
• Contribute to the documentation of processes, systems and configurations
• Support the configuration, installation, and testing of systems
• Use industry standard monitoring and analysis tools as required 
• Carry out additional tasks upon request
• Respond to first line customer requests via email, telephone or text
• Identify, reproduce, communicate and document bugs and common requests
• Keep the team aware of trends and major issues