Provide reliable technical assistance to internal/external customers and receive escalation of cases from the T1 team. You will provide professional coverage of the Technical Support Helpdesk through phone, email, and chat. You will support focused on accuracy, timely feedback, relationship building and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will develop a broad understanding of customer needs. You will support the knowledge‑sharing mindset, methodology, and tools by developing and maintaining technical knowledge base content. You will develop training material and agenda to provide training to peers and the T1 team.