1. Provide first level contact support for all IT related issues. 

2. Research and identify solutions to software and hardware issues. 

3. Diagnose and troubleshoot technical issues, including account setup and network configuration. 

4. Ask customers targeted questions to understand the root of the problem. 

5. Track computer system issues through to resolution, within agreed time limits. 

6. Proceed with clients through a series of actions, via phone, email or chat, until they have solved the technical issue. 

7. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. 

8. Properly escalate unresolved issues to appropriate internal teams (e.g. infrastructure, developers)

9. Provide prompt and accurate feedback to customers. 

10. Refer to internal database or external resources to provide accurate tech solutions. 

11. Install, test and configure new workstations, equipment and software. 

12. Ensure all issues properly recorded. 

13. Prioritize and manage several open issues at one time. 

14. Prepare accurate and timely reports. 

15. Document technical knowledge in the form of notes and manuals. 

16. Any additional tasks that might be necessary for easier work flow, within the main frame of the job’s specialty