Technicians implement customer service principles and standard operating procedures (SOPs) concerning remote IT support. They need to keep themselves abreast of new developments in the IT industry and should be able to take on new responsibilities.
Administrators make available technical subject matter expertise whenever necessary. They conduct root cause analysis for severe incidents, besides trend analysis, and collaborate with the respective teams to mitigate them.
Technicians prepare monthly and weekly status reports, take part in meetings with various management whenever necessary. They undertake remedial actions based on client satisfaction surveys.
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