Utilize customer-provided knowledge base and ticket management system to enter, document, track, coordinate, route, resolve, and close user ticket issues to include creating and maintaining a central repository for technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support, and assisting with monitoring and reporting performance metrics. Respond to and diagnose UNIX/Linux problems through discussion with users and provide Tier 1 and 2 technical support by functioning as focal point for GCCS and JPES (emphasis on UNIX/Linux) and user problem resolution to include providing end-to-end ownership of incidents with actual or potential impact to operations and ensuring a timely process through which incidents/problems are controlled.