A CL 11 support contributes to ensuring that services are delivered to meet customer business needs and expectations. He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion. He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He or she applies quality processes in performing the tasks.

Responsibilities

• Providing first level of support for customer and system incidents and requests using basic technical and service knowledge.
• Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents.
• Performing initial level of diagnosis of incidents and resolving them when appropriate.
• Interpreting problems or err...