Technical Support Analyst

Job Description

Job Description

We are seeking out a Technical Support Analyst who will be responsible for working with end users to resolve simple to complex technical issues in a geographically dispersed environment. The ideal candidate must have both strong technical troubleshooting skills spanning areas including applications, operating systems, hardware, networking / internet connectivity, among others and will possess excellent communication skills.

In addition to their day to day support activities the selected candidate will assist the team in identifying areas of improvement when it comes to issue resolution processes, documentation, among other areas to assure the team continues to provide efficient, effective, and best of class support to all end users as our organization grows.

Essential Responsibilities

• Serve as the first point of contact for internal customers seeking technical assistance over the phone or email related to a broad range of technical issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions related to 1st to 3rd tier technical issues, including those related to applications, operating systems, hardware, networking, internet connectivity, servers, among other areas in a geographically disbursed environment.
• Determine the best solution based on the issue and details provided by internal customers by asking the right questions to diagnose issues; update documentation related to issues resolved within the organization's knowledgebase for future use.
• Report customer feedback and potential product requests to proper internal teams, direct unresolved issues to the proper point of escalation, and follow up with end users who have requested support to ensure their issues have been resolved. help create technical documentation and manuals to help expedite the issue resolution process for similar issues that arise in the future.

Education and / or Experience