Technical analyst, support center (t1)

Technical analyst, support center (t1)

LocationUSA, Baltimore / Remote

The Tier I Support Center team serves as the initial contact point to receive inbound volume from both phone calls and emails. The Support Center team is expected to respond to incidents, or service request using the ConnectWise ticketing system and the Vonage phone system for all calls, emails, and voicemails.

As a social media manager, you'll need to:

Provide Tier I technical support to customers

Monitor and provide initial triage of all incidents and requests tickets to determine support required

Work with third party vendors for application/hardware support

Apply best practice troubleshooting techniques to identify problem, investigate cause, and recommend solution

Document incidents and requests in ConnectWise managed ticket system, record actions, and follow up on deferred actions

Keep customers informed of progress and status of calls/tickets throughout resolution

Collaborate with customers and co-workers to diagnose and resolve problems

Ensure ticket queue has accurate statuses on tickets

Troubleshoot, analyze, resolve, track, escalate and document all incidents and request

Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate

Resolve customer issues within SLA MTTR timeframe or escalate for resolution following documented escalation procedures and process

Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps

Assist and participate on new projects from the Support Center Manager when assigned

Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs

Maintain all Support Center metrics and KPIs

Create/Update Internal Documentation System

Required to have excellent interpersonal skills and communication skills

Occasional On-Site work for Service Tickets and/or Project Related Tasks

Provide On-Call Support as part of rotation

Candidate Experience Requirements:

A minimum of 2 years of experience in a Helpdesk / IT Support Center role

Must have an in-depth understanding of Windows Desktop Operating Systems & basic MacOS experience

Basic knowledge of Windows Server Operating Systems and Roles, including but not limited to: Active Directory, DNS & DHCP, File Shares, RDP/RDS Environments

Experience with Microsoft Office 365: adding/removing users, assigning licenses, managing groups and shared mailboxes, etc

Basic knowledge of network troubleshooting & investigation, including but not limited to: Switches, Firewalls, Access Points. Utilizing Network Monitoring Solution or individual device’s GUI & CLI

Sound knowledge of computer hardware/software, mobile devices, operating systems, and network related technologies

Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills

Must be customer focused and service oriented, attentive to details, with ability to multitask and act with professionalism always

Flexible schedule required Monday through Sunday

Microsoft Certified Professional, CompTIA A+ and/or HDI certifications are a plus

Familiar with the ConnectWise Suite (Manage, Automate, ScreenConnect), Sophos Firewalls & Endpoint Protection, ESET, Auvik, ITGlue is a plus

We offer

Career opportunities and the ability to satisfy your ambitions

Medical insurance

100% paid sick leaves

Corporate theme parties and events

Team-building activities (bar crawling, graffiti drawing, performance quests)

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