Technical Support Analyst
2 weeks ago
**Position Overview**
**Responsibilities**
30% Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
20% Ensure individual and team SLA’s/KPI’s are maintained and on track
10% Clearly and effectively communicate technical concepts, both verbally and in writing, to
technical and non-technical audiences
10% Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
4% Prioritize inbound cases and requests based on severity and customer impact
4% Make recommendations on business processes, research approaches, technical tools, and overall
team improvement opportunities
2% Collaborate on documentation creation needed for internal cross functional teams
**Required Skills**:
- Bachelor’s Degree or equivalent experience in a technology related field
- 2+ years of experience working in software and hardware troubleshooting or development capacity
- Demonstrated success with root cause analysis
- Excellent communication skills via phone, verbal, and written
- Position may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)
- Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
- Travel less than 10 percent of the time
**Preferred Skills**:
- Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft servers
- Experience working with a CRM casing software
- Experience troubleshooting mobile or wireless Communications
- Experience with the System Development Life Cycle (SDLC)
- Experience using and troubleshooting SQL, XML, HTML, Scripting
- Experience writing bugs and using Jira/Confluence
- Experience developing reports to analyze data trends and proposing meaningful conclusions
- Experience with troubleshooting and reviewing device logs
- Operations experience in transportation industry
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