computing layer and support layer. Assist with escalations from 1st line support engineers Provide 2nd line centre support at the server infrastructure level Escalate to 3rd line timeously to maintain SLA commitments
forms and objects like Active Links, Filters Escalations.
/>- Architect new solutions
- Assist with escalations from 2nd line support engineers
- Technologies
task lists
responsible for the effective management of escalations and complaints from clients. Support Agents deal initiative and to be held accountable for the escalation and communication of incidents on networks and
• Resolve escalated complaints, issues and problems, which may include further escalation as required
a 3rd Line Support Engineer, you will be the escalation point for customers’ technical issues. You’ll raised to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers
internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders and escalated queries timeously and accurately.
any discrepancies with a satisfactory outcome. Escalate queries where necessary with relevant parties