What are the responsibilities and job description for the Technical Support Analyst position at Panna Knows?
Job Description
Job Description
Who Our Client Is :
Our client brings industry communities together to solve supply-chain problems through the adoption and implementation of their standards. More than 340,000 businesses in 25 industries rely on our client for trading-partner collaboration and for maximizing the cost effectiveness, speed, visibility, security, and sustainability of their business processes. They achieve these benefits through solutions based on their global unique numbering and identification systems, bar codes, Electronic Product Code-based RFID, data synchronization, and electronic information exchange.
What Our Client Needs :
Our client is looking for a Sr. Technical Support Analyst. In this role, you will be responsible for the immediate analysis of customer problems, implementing resolutions to restore functionality and prevent recurrence. You will act as the single point of contact for problem resolution, maintain ownership of issues until resolved, document troubleshooting processes, and follow up with customers to ensure satisfaction.
Who You Are :
You are a highly organized individual with exceptional time management and technical skills. You thrive in fast-paced environments and possess a strong ability to diagnose and resolve complex hardware and software issues. You are a collaborative leader with the ability to mentor team members, prioritize competing demands, and deliver outstanding customer service. Your knowledge of Office 365, Azure, and technical systems equips you to lead IT Support efforts effectively.
What Youll Do :
As the Sr. Technical Support Analyst, you will :
- Manage all workflow coming into the IT Support Team via FreshService.
- Coordinate and balance work requests from both internal and remote personnel.
- Monitor team tickets to ensure adherence to support procedures and service level agreements (SLAs) for Corporate Systems and Websites.
- Provide regular performance reports on SLAs.
- Act as the lead on projects implementing IT best practices and policies across the company.
- Coordinate multiple, concurrent projects, ensuring work is completed on time and escalating risks / issues as needed.
- Mentor team members to ensure productivity and motivation, and serve as the escalation point for IT support issues.
- Administer user changes using Microsoft Active Directory (Azure AD / On-Prem AD).
- Manage Office 365 administration and troubleshooting, including Exchange Online, SharePoint / OneDrive, and related tools.
- Provide desktop support for hardware / software issues, including laptops, printers, and peripheral devices.
- Implement process improvements to enhance IT support operations.
- Maintain inventory of equipment and software, and evaluate replacements as needed.
- Collaborate with cross-functional teams on special projects requiring IT Support.
- Participate in Disaster Recovery policy planning, testing, and execution.
- Collaborate on the on-call rotation schedule as needed.
This position may require up to 15% travel.
What Youll Need :
What They Offer :
Our client is an Equal Opportunity Employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.
