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Technical Support Analyst

Description:
To succeed in the role of Technical Support Analyst, the incumbent should have an IT problem-solving attitude along with the ability to give clear technical instructions to end users.

They should also be familiar with in person and remote troubleshooting techniques.

They will also act as an extension of the Infrastructure Team for their assigned sites.
Responsibilities


* Address user tickets regarding hardware, software and networking


* Take ownership of user problems and be proactive when dealing with user issues


* Track computer system issues through to resolution, within agreed time limits


* Talk clients through a series of actions, either in person, via phone, email or chat, until they've solved a technical issue


* Conduct in person troubleshooting for assigned location(s) and remote troubleshooting for others


* Ensure all issues are properly logged in ITSM tool


* Customize desktop applications to meet user needs


* Direct unresolved issues to the next level of support personnel


* Report customer feedback and potential product requests


* Follow documented policies, procedures and best practices and create\update documentation and SOP's as required


* Participate in the after-hours on call rotation


* Perform other duties as assigned and required

Interpersonal


* Build consensus and relationships with business teams and partners.


* Drive continuous improvement that may involve resources beyond the team (customer groups, external vendors)

Requirements


* Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role


* Hands-on experience with Windows and Mac OS environments


* Ability to troubleshoot Windows 10/11 workstation and Windows Server platform 2012/2016/2019/2022


* Desire to continually learn and grow, as well eagerly share knowledge


* Excellent interpersonal, communication (written and verbal), and problem-solving skills


* Ability to effectively prioritize workload, demonstrate good judgment, and work under pressure


* Strong understanding of Microsoft environments (Active Directory, Azure, M365, Windows Operating Systems, etc....)


* Strong understanding of networking, mobile and VPN technologies


* Experience with various ITSM and remote desktop support tools, ManageEngine, Bomgar


* Ability to lift 50 pounds


* Travel as required


* Availability for some nights and weekends as necessary


* Post-secondary degree in Information Technology or relevant field


* Industry certifications (CompTIA A+/Network+, CCNA, ITIL, MCSA, MCSE)

Skills


* Solid technical knowledge and ability to express complex technical concepts in terms that are understandable to customers


* Ability to understand customer needs and convert into clear and detailed requirements and specifications


* Strong analytical and conceptual skills


* Strong oral and written communica...




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