• The Support Technician 1 works within our Backup and Disaster Recovery team to provide technical support for backup and disaster recovery systems and serves as the first contact for customers via phone or email. • Manage backup and disaster recovery support tickets promptly and document customer interactions. • Serve as the first contact with customers who need technical assistance via the phone or email. • Perform troubleshooting using different diagnostic techniques and creative thinking. • Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems. • Provide quick resolution and excellent customer service. • Redirect unresolved matters to the next level of support. • Provide information on related IT products or services. • Keep records of problems and their solutions. • Follow up with customers and meet prescribed SLAs. • Provide feedback on processes and make recommendations on areas to improve. • Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting. • Perform fixes to Windows server and cloud systems. • Perform post-resolution follow-ups with Level 2 technicians and customers as necessary. • Assist with other customer issues and internal projects as required.