Technical Support Analyst

Accountable for ensuring continuity of computer services by providing the planning, technical leadership, and project coordination necessary to implement computer software products and resolve technical problems.

Primary Responsibilities:

• Oversee and maintain computer hardware, software, network and other peripherals
• Resolve technical issues and respond on service requests in a timely manner.
• Endpoint support (Sophos, Intune, AD, M365, etc)
• Handle onsite/colocation equipment (server rack, structured cabling, etc)
• Provide after office hours coverage as part of an on-call rotation schedule for SLA support as needed.
• Ability to track and record resolution time in any ticketing system (e.g. ServiceDesk Plus, ServiceNow, etc).
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions and discussions pertaining to issues escalated are documented.
• Participate in the post-incident review discussion and post-resolution follow-up meetings.
• Assist in developing help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Qualifications:

• Bachelors Degree in Information Technology or equivalent
• Extensive computer hardware and application support experience.
• Able to work independently and as a self-starter
• Excellent communications skills both verbal and written
• Technical Competencies

A. Extensive experience working with different operating systems including Windows, Linux and Mac OS

B. Relevant experience on Cloud Environment application such as M365, CRMs and Azure.

C. Experience with advanced LAN/WAN based networking and troubleshooting.

D. Working knowledge of a range of diagnostic utilities.

A. Working experience of ITIL process and implementation.

B. Strong documentation skills.

Behavioral Competencies

A. Ability to conduct research into a wide range of computing issues as required.

B. Ability to absorb and retain information quickly.

C. Ability to present ideas in user-friendly language.

D. Highly self-motivated and directed.

E. Keen attention to detail.

F. Proven analytical and problem-solving abilities.

G. Ability to effectively prioritize and execute tasks in a high-pressure environment.

H. Exceptional customer service orientation.

I. Experience working in a team-oriented, collaborative environment.

General Competencies

A. Customer Focus

B. Flexibility

C. Decisiveness

D. Tenacity

E. Personal Integrity

F. Interdependence

License/s or Certifications Required:

CompTIA A+. CIsco Certification, Microsoft Certification, Linux Certification preferred