Key Responsibilities

End-User Support

· Handle incoming calls and respond to support emails about product malfunctions (screens, hardware, and content).

· Log all issues accurately Cloud Base system and escalate where necessary.

· Build and maintain strong relationships with end-users through clear and professional communication.

Monitoring & Troubleshooting

· Conduct reactive monitoring of error messages and malfunctions.

· Perform proactive monitoring when required to prevent outages.

· Troubleshoot basic technical issues and provide first-line resolutions.

Coordination With Field Services

· Work closely with the Field Services team for maintenance, repairs, or hardware swap requirements.

· Ensure smooth case handovers and follow up where needed.

Record Keeping & CMDB Updates

· Update the CMDB (Configuration Management Database) after hardware swaps or replacements.

· Ensure all devices and configuration details are accurately captured.

Additional Duties

· Perform other ad hoc tasks related to the Statement of Work (SOW).

· Support continuous improvement by identifying recurring issues.