Technical Support Analyst II

Job Title: Technical Support Analyst I

At Exo, integrity isn't just a value it's the foundation of the work we do to keep our nation's infrastructure reliable and safe.

From field assessments to innovative restoration solutions, we combine precision, integrity, and purpose in everything we do.

Our team helps ensure power stays on, schools stay open, businesses thrive, and communities stay safe.

You'll work with a respected team of experts solving meaningful challenges that protect communities and ensure the integrity of infrastructure.

Position Overview: The Technical Support Analyst I the functioning and efficiency of the organization's technological infrastructure.

This position is responsible for providing high-quality technical assistance and support to end-users, both internal employees and external clients, in a timely and professional manner.

The Technical Support Analyst collaborates with cross-functional teams to identify, troubleshoot, and resolve a wide range of technical issues, ensuring minimal disruption to operations and optimal user satisfaction.

Key Responsibilities:

1.

User Support: Provide technical assistance and guidance to end-users through various communication channels, including phone, email, and other internal systems.

2.

Troubleshooting and Issue Resolution: Analyze, investigate, and troubleshoot reported technical problems promptly and accurately.

Develop efficient and effective solutions to address issues while maintaining detailed documentation of each case's progress and resolution.

3.

Systems Maintenance and Upgrades: Assist in the planning, testing, and implementation of system upgrades, patches, and hardware replacements.

Proactively monitor systems to identify potential problems and address them before they escalate.

4.

Knowledge Sharing and Documentation: Document technical knowledge, best practices, and troubleshooting procedures in the knowledge base to facilitate the resolution of future incidents and to promote self-service for end-users.

5.

User Training and Guidance: Provide training sessions or create instructional materials to empower end-users to effectively utilize various technologies, tools, and software applications.

6.

Collaboration: Collaborate with other departments to address complex technical issues and to ensure integration of solutions across the organization.

7.

Continuous Improvement: Identify opportunities for process improvement and contribute to the enhancement of support services, workflows, and standard operating procedures.

Qualifications and Requirements:

1.

A Bachelor's degree or a relative work experience.

Relevant certifications or equivalent experience may also be considered.

2.

Basic knowledge of Non-Destructive Testing methodologies, including but not limited to VT, MT and UT Shearwave.

3.

Proficiency in troubleshooting technical issues.

4.

Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users...