Technical Support Technician (L1) (8 months contract)

L1 support (30%):
• collecting the information about the issue or request
• reviewing the configuration and logs in a couple of systems
• based on findings, deciding the most appropriate next steps
• providing guidance or solution to the customer
• documenting the issue
• escalating the issue to next tier teams
Communication with customers (20%): email and phone communication with WU Agents, Partners and employees to collect data for investigation, inform about investigation progress, arrange remote support sessions, provide resolution and guidance
Remote support sessions (20%): accessing WU Agent or employee computers remotely to:
• Install and configure applications
• Troubleshoot and solve application issues by reviewing application and local system configurations and adjusting them, reinstalling the application, installing support patches and fixes
• Collect data from application and local system (when issue cannot be resolved during the session) 20%
Communication with 3rd level teams (Vendors and internal teams) (10%): issue escalation; coordination of troubleshooting efforts via email or in a bridge call; control and validation of fixes
Production validation (10%):
• Participating in IT deployments
• Validating that system works with the changes deployed (sanity testing)
• Reproducing bugs and issues in production environment
Additional tasks and projects (10%)