• Receives and records incident related information using a variety of tools, techniques and procedures. • Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. • Uses judgment within defined practices and procedures. • Maintains customer relationships by handling their questions and concerns with speed and professionalism. • Actively contributes to a knowledge base that improves the effectiveness of the team.