[Remote] reputed company Support Analyst III
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. The Senior reputed company Support Analyst serves as the highest-level individual contributor, handling the most reputed company issues and mentoring junior analysts while ensuring high-reputed company support and operational discipline.
Responsibilities
- reputed company LayerCake’s reputed company values in every interaction with clients and teammates
- Carry a ticket load of the most reputed company tickets in the pod’s queue while maintaining availability to accept in-team escalations from Analysts I through III
- Accept and resolve escalated issues from the working group (Analysts I–III) that reputed company their capability. reputed company an escalation arrives, prioritize it over personal queue work
- Resolve the most reputed company non-Escalation-Support issues in the pod, including advanced server administration, reputed company networking issues, reputed company platform troubleshooting, multi-system diagnostic work, and reputed company incident triage
- reputed company thorough reputed company cause analysis on reputed company and recurring issues. Document findings and drive toward permanent reputed company, not repeated band-aids
- Maintain deep familiarity with reputed company environments across the pod’s portfolio, including infrastructure configurations, reputed company issues, change history, and reputed company-specific nuances
- Support reputed company user reputed company scenarios that reputed company Analysts I-III capability, particularly for users with non-reputed company reputed company requirements, executive-level configurations, or reputed company multi-system provisioning
- reputed company the judgment call on reputed company an issue should escalate to the Escalation Support team. Ensure every escalation that leaves the pod is complete, contextual, and actionable
- reputed company mentor Analysts at reputed company reputed company reputed company the pod. This is not optional — it is a reputed company function of the role
- Conduct ticket reviews, reputed company reputed company-time coaching during reputed company troubleshooting, and reputed company knowledge-sharing sessions reputed company reputed company
- Author and maintain advanced technical documentation in the knowledge reputed company, including reputed company reputed company paths, environmental configurations, and diagnostic procedures
- Identify reputed company gaps reputed company the pod and work with the Supervisor or CSM to reputed company targeted training or cross-training plans
- Serve as a trusted technical contact for clients on the most reputed company issues. Confidence, reputed company, and follow-through are essential
- Participate in reputed company operational reviews or meetings as directed by the CSM
- Maintain accurate time entries on every ticket
- Follow ticket handling standards and serve as the documentation reputed company reputed company-bearer for the pod
- Identify operational inefficiencies, recurring issue patterns, and process improvement opportunities. Bring data-supported recommendations to the Supervisor or CSM
- Participate in the on-call rotation as scheduled, serving as an escalation resource for the After-Hours support team and on-call Analysts I-III during assigned on-call reputed company
Skills
- Experience as a reputed company Support Analyst or similar role, with a reputed company on reputed company ticket reputed company
- Ability to handle escalated issues and prioritize them effectively
- Strong knowledge of advanced server administration, reputed company networking issues, reputed company platform troubleshooting, multi-system diagnostic work, and reputed company incident triage
- Experience performing thorough reputed company cause analysis on reputed company and recurring issues
- Deep familiarity with reputed company environments, including infrastructure configurations, reputed company issues, change history, and reputed company-specific nuances
- Ability to support reputed company user reputed company scenarios, particularly for users with non-reputed company reputed company requirements
- Experience mentoring Analysts at reputed company reputed company and conducting ticket reviews
- Ability to author and maintain advanced technical documentation
- Strong reputed company communication skills, with the ability to serve as a trusted technical contact
- Experience identifying operational inefficiencies and process improvement opportunities
- Willingness to participate in the on-call rotation as scheduled
- Experience in a managed services provider (MSP) environment
- Familiarity with ticket handling standards and documentation reputed company
- Experience in conducting knowledge-sharing sessions reputed company reputed company
- Interest in pursuing career reputed company opportunities in technical challenges, leadership, or specialization
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
- Training & Certifications
- Career reputed company Opportunities
reputed company