Provides excellent customer service to all customers who contact AWG CSC (Customer Support Center)
Provide documented and standard troubleshooting and resolution to customers.
Effectively log all IT system support incidents and requests using AWG's IT ticket system (ServiceNow).
Ensure incidents and requests are managed and updated regularly to track the resolution of the incidents and provide timely feedback to the customer.
Understand support workflow within the IT Department and the AWG Business.
Effectively communicates, verbally and in writing, to ensure efficient resolution of incidents.
Collaborate with customers, business partners, and teammates to understand reported issues and provide solutions and outcomes to minimize business disruption.
Communicate priorities to the technology organization to drive effective business solutions.
Maintain verbal and written issue identification and status updates to customers and leadership.

PC skills with use/knowledge of Google Application Suite, MS Office or comparable software.
Ability to follow documented troubleshooting and resolution procedures.
Professional and positive attitude.
Excellent customer service skills.
Excellent documentation skills.
Good troubleshooting / deductive reasoning / top-down logic skills.
Strong desire to learn and develop technical skills.
Combination of college degree progress or IT work experience.
Base level technical certifications
1-2 years of Customer Service experience a plus.
ITIL knowledge / understanding a plus.
Self-motivated, proactive, and highly organized while keeping pace with the rapidly evolving IT landscape.
Strong analytical and problem-solving skills.
ServiceNow experience is a plus.

IT Technical Support Agent – Level 1

Key skills