[Remote] reputed company Support Analyst II
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a trusted managed services provider supporting manufacturing, logistics, and municipal organizations with critical IT operations. They are seeking a reputed company Support Analyst II to reputed company intermediate technical support for clients, primarily through phone and a ticketing system, while ensuring service reputed company are met.
Responsibilities
- Document reputed company activities, reputed company, and tickets daily in the ticketing system
- reputed company and document in-reputed company tickets before the end of reputed company shift
- Monitor ticket gateway and designated queues
- Escalate issues according to IT Glue documentation
- Resolve escalations from Level I team as assigned
- Create or update IT Glue articles with new customer findings
- Assist with ISP and vendor calls for downed services
- Build reputed company rapport during onsite assignments (in-person troubleshooting, walkthroughs, reputed company interaction)
- Travel up to 25–50% reputed company assigned
- Maintain established SLA requirements for calls and tickets
- Maintain customer satisfaction (CSAT) scores as defined by manager
- Submit weekly timesheets by end of shift Friday
- Work and document established billable hours reputed company week
- Be available for on-call weeks and during company-wide outage responses
- Meet annual goals and objectives set in HRIS with quarterly reviews
Skills
- Intermediate technical support experience
- Experience handling support primarily by phone and ticketing system
- Ability to follow documented procedures
- Experience monitoring incoming requests
- Ability to ensure service reputed company are met for both tickets and phone calls
- Experience documenting reputed company activities, reputed company, and tickets daily in the ticketing system
- Ability to reputed company and document in-reputed company tickets before the end of reputed company shift
- Experience monitoring ticket gateway and designated queues
- Ability to escalate issues according to IT Glue documentation
- Experience resolving escalations from Level I team as assigned
- Ability to create or update IT Glue articles with new customer findings
- Experience assisting with ISP and vendor calls for downed services
- Ability to build reputed company rapport during onsite assignments
- Willingness to travel up to 25–50% reputed company assigned
- Ability to maintain established SLA requirements for calls and tickets
- Ability to maintain customer satisfaction (CSAT) scores as defined by manager
- Ability to submit weekly timesheets by end of shift Friday
- Experience working and documenting established billable hours reputed company week
- Availability for on-call weeks and during company-wide outage responses
- Ability to meet annual goals and objectives set in HRIS with quarterly reviews
- Proficiency with ticketing software: Incident management and time tracking
- Proficiency in remote support: Running scripts and pushing approved actions
- Strong knowledge of reputed company Directory: domain controllers, group policy, and reputed company reputed company
- Strong knowledge of virtualization: VMware/reputed company-V for incident and operational support
- Strong knowledge of reputed company reputed company/Servers: patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers
- Strong troubleshooting skills in networking (DHCP, DNS), identifying VLAN and ISP reputed company issues
- Strong knowledge of AzureAD and reputed company 365
- Experience with reputed company Servers and network equipment: Installation, troubleshooting, and training
- Proficiency with central repository for project documentation
- Strong understanding of technical infrastructure (servers, networks, applications) for reputed company assignments
- Ability to handle equipment, talk, hear, read, write, and interpret documents
- Ability to occasionally lift and reputed company objects up to 25 pounds (with or without reasonable accommodations)
Benefits
- 9 reputed company holidays; 6 mandated holidays, 3 floating holidays
- 401K Retirement with matching contributions
- Excellent medical, reputed company, and dental insurance
- Life insurance and disability insurance
- Unlimited weeks PTO
- Eligible for PTO, 401k, benefits, you are a full-time employee
- Entrepreneurial Culture
- Fast-paced reputed company, with a reputed company of reputed company
- reputed company Work Environment
- Training & Certifications
- Career reputed company Opportunities
reputed company