Technical Support Analyst


Summary:

The Technical Support Analyst is responsible for providing technical support including advanced desktop support, Tier 1 server support, Tier 1 networking support, Tier 1 VOIP support, Tier 1 transport support, monitoring, tuning & troubleshooting problems with small to medium business networks and related systems, and software components.

Essential Functions:

  • Must be able to work independently
  • Possess good project management skills & ability to work on multiple tasks.
  • Strong communication skills, including ability to perform detailed technical troubleshooting over the telephone in a simplistic manner to assist non-technical users.

Qualifications:

  • 2 to 4 years of experience working in a help desk/system support position.
  • Extensive, in-depth knowledge of computer hardware, Windows 7 and 8.
  • Ability to perform basic system administration functions to assist system administrators with day to day maintenance.

Educational Experience:

  • High School Diploma/equivalent required.
  • College degree preferred.

Desired:

  • A+ certification
  • Network+ certification
  • Microsoft MCP certification
  • Telecom knowledge (DSL, DSL routers, T1, CSU/DSU).

Special Requirements:

  • On-call rotation
  • Highly effective interpersonal & organizational skills
  • Effective verbal and written communication
  • Must meet the requirements to qualify.
  • Job Type: Full-time

Special Requirements:

  • On-call rotation
  • Highly effective interpersonal & organizational skills
  • Effective verbal and written communication
  • Must meet the requirements to qualify.
  • Job Type: Full-time

Required education:

  • High school or equivalent

Required experience:

  • Technical Support Analyst experience at least 4 years

Duties:

  • Perform Desktop Support for all varieties of problems.
  • This will require troubleshooting and in depth telephone support to analyze and resolve reported problems.
  • Evaluate network outages and problem situations, resolving as required and escalating to other levels for resolution.
  • Work with the technical support team members to resolve reported trouble incidents and ensure timely resolution.
  • Process all service requests for new or modified services as they are required.
  • Monitor open trouble incidents and ensure timely resolution.
  • Monitor network components (routers, switches and other items).
  • Identifies problems and risk areas and be able to advise management of actions required to mitigate their impact.
  • Notify management of major network outages and resolutions.

 

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