Technical Support Analyst

With OpalStaff in Atlanta GA US

More jobs from OpalStaff

Posted on March 13, 2019

About this job

Job type: Full-time
Role: System Administrator

Technologies

sysadmin, windows, web-services

Job description

Our client has a temporary to a permanent role as a Technical Support Analyst. In this role, the Technical Support Analyst will be joining a Technical Support team that supports our client's customer base. The role is best suited to a personable individual with clear communication skills and a passion for helping customers. The ability to prioritize requests based on urgency and user impact is essential. The role would be ideal for someone who has held a similar position in a professional services company.

Key responsibilities:

·         Incumbent acts as a Technical Support advisor to staff on all information technology queries and provides state-of-the-art technical solutions in support of hardware computer and software

·         Provides mid-level support and detailed knowledge of computer software and hardware, mid-level knowledge of network operating systems, advanced PC applications, Internet services, multi-media, and messaging software used internally

·         Responsible for the process of on-boarding and off-boarding and initial training of staff

·         Administration of hardware inventories and software licenses

·         Supporting colleagues in project administration tasks

·         Create knowledge base articles to improve the speed of resolution at Tier 1

·         Take ownership of escalated tickets passed on from the Global Service Desk  

·         Log all calls in call logging system (ServiceNow)

·         Take ownership of user issues and requests and follow up the status on behalf of the customer and communicate progress in a timely manner

·         Maintain a high degree of customer service for all support queries and adhere to all service management principles

·         Active Directory knowledge: Creating user accounts, reset passwords, create groups etc.

·         Mid-level administration tasks – BES, MS Exchange, AirWatch, and DUO

·         Blackberry and iPhone account management and provisioning

Job Requirements

General

·                  High customer service skills

·                  Strong IT skills

·                  Ability work on own initiative and be fully autonomous

·                  Experience of working in a corporate IT environment

·                  Able to troubleshoot network issues – connectivity, performance

·                  Strong knowledge of Microsoft Office 2010, 2016 and O365.

·                  Strong knowledge of Windows 7 and Windows 10

·                  Strong understanding of desktop and laptop hardware

·                  Strong oral and written communication skills

·                 Ability to work additional hours as required.

·                 Ability to learn and embrace new procedures and technologies

  Technical

  A broad technical experience that includes (but not limited to)

·                  PC Architecture, Citrix, Windows 7 and 10, MS Office 2010 and 2016

·                  Exposure to tablet and Smartphone devices.

·                  Experience supporting and maintaining VOIP telephony systems and call manager systems (Cisco)

·                  A good understanding of basic data and voice communications networks and systems

·                  Experience of Active Directory and Exchange user administration

·                  Experience of mobile technologies – Active Sync, Blackberry Enterprise, Air Watch, iOS, Android

·                  Experience of ServiceNow as an IT Service Management tool

Qualifications

·         Must have a minimum of A+ or Network+ certification credentials. College degree or equivalent professional experience preferred.

Apply here