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Level II Support Analyst
7 days ago
- Provide onsite support when remote support is not possible.
- Answer help desk phone calls.
- Regularly monitor incoming requests.
- Respond to client requests by phone and email consistently within the expected timeframe.
- Successfully take care of a throughput of at least 5-10 requests per day.
- Communicate early and often with clients and teammates regarding outstanding issues.
- Solve a wide range of technology-related business and productivity issues.
- Adhere to scheduled requests to meet client expectations.
- Implement solutions utilizing simple, proven technologies that address the root cause of an issue.
- Accurately determine proper course of action when facing conflicting priorities.
- Update ticketing system notes and time entries in real-time.
- Escalate tickets within appropriate timeframes.
- Accurately update client and network documentation.
- Train, mentor and assist team members, and act as a point of escalation for the Support Analyst I team members.
- Develop technical skills and knowledge to increase ability to resolve requests more efficiently.
- Post-Secondary Certificate or Diploma in Computer science or Business or 3 to 5 years related work experience.
- Must have a valid class 5 driver's license and a vehicle to drive for client visits.
- Must have experience providing on-site technical support.
- Strong proficiency of Microsoft applications and the ability to troubleshoot a wide range of issues.
- Intermediate level of knowledge of endpoint hardware functionality and maintenance.
- Experience working in Managed Services Providers preferred.
- Professional appearance and manners.
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Able to work efficiently as a part of a team as well as independently.
- Attention to detail in all areas of work.
- Excellent problem identification and problem resolution skills.
- Able to remain flexible to handle varying priorities and workload.
- Own It & Get 'er Done Right
- Prevent the Preventable
- Deliver Service That Wows, Stat
- Pursue Growth & Learning
- Collaborate & Communicate
- Be Confident Yet Humble
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