The main purpose of the job: The First Line Support Technician uses knowledge and expertise in Technology to ensure that incidents, requests, events, and alerts (also referred to as tickets) from various polling and management tools are logged, classified, managed and where possible, resolved via remote troubleshooting and support, with the objective of restoring failed services as quickly as possible. The First Line Technician is responsible for contributing to the client’s achieving the contracted Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), through seamless management of the various tools and customer environments to improve the total customer experience.