Technical analyst, support center (t2)

Technical analyst, support center (t2)

LocationUSA, Baltimore / Remote

The Tier II Support Center team serves as the escalation contact point for incidents and request from the Tier I support team and assist with 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.

Role and Responsibilities:

Provide Tier II technical support to customers

Assist Tier I team personnel by responding to questions

Monitor Tier II escalations queue and provide triage of all incidents and requests tickets to determine next steps in troubleshooting

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

Document incidents and requests in ConnectWise managed ticketing 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

What you bring to the role:

A minimum of 4 years of experience in a Helpdesk / IT Support Center

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

We offer:

Work with modern technologies

Opportunity for personal and professional growth

Paid vacation and sick leave

Reasonable reimbursement of taxi when working at night

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