Gentrit Rapuca

-Resolving escalated technical issues from Level 1 Support

-Providing in-depth troubleshooting and analysis for complex technical problems

-Collaborating with Level 3 Support and other teams to resolve issues efficiently

-Documenting troubleshooting steps and solutions for future reference

-Managing user accounts, permissions, and access rights in various systems and applications

-Installing, configuring, and maintaining computer hardware, software and peripherals

-Describe the monitoring hardware and application resources.

-Emergency escalation point for operational and service incidents.

-Providing assistance to our Costumers through our official escalation Hotline phone number and Microsoft Teams.

-Responsibility to analyze the fraud alerts generated by our Fraud Monitoring System.

-Technical Support: Provide comprehensive technical support for users to troubleshoot hardware and software issues.

-Installation and configuration: Installation and configuration of operating systems, application software and peripherals according to users' requirements.

-Documentation: Careful documentation of support requests, solutions and measures taken to create a comprehensive knowledge base.