Technical Support Analyst

**Who We Are**
We are an IT Services and Consulting company for growing Small and Medium Businesses. We are IT partners to our clients. As an extension of their team, our collective knowledge and technological experience to help their team achieve business goals, while navigating IT challenges.

**Values**

**Communication**
Simple communication goes a long way. Both difficult and easy conversations are foundational pillars which develop relationships and build trust. We believe in communication every step of the way.
**Honesty & Integrity**
Honesty & Integrity are essential to our team and clients. We don’t expect everyone to know it all. We view honesty and integrity as a driver for developing various skills, teamwork, and knowledge. We empower our team to be honest by sharing knowledge, resources, and ideas, so our team can be successful.
**Innovation**
We pool our knowledge and experience from multiple industries to solve problems. We use our collective knowledge to research emerging technology and trends, so we can learn new ways for us, and our clients, to achieve a competitive edge.

**Job Overview**
The number one goal of everyone in our team is our client satisfaction. The **Technical Support Analyst** plays an important role in making sure that happens.

The **Technical Support Analyst** handles support requests for the **Technology** **Service Delivery Team**. They are assigned the Tier 1, Tier 2, and occasionally Tier 3 requests.

When help is needed the **Technical Support Analyst** can turn to the **Service Delivery Manager** for guidance and support.

**Duties and Responsibilities**

**Customer Service**
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with advanced remote and onsite troubleshooting, support, and knowledge
- Assist in addressing client questions, comments, and/or concerns
- Remote Hardware Maintenance and Support

**Ticketing System**
- Use our Ticketing System to work through and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” or “orphaned” throughout the process by ensuring proper follow-up
- Escalate tickets that require Service Delivery Manager and Team support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

**Documentation**
- Create, Review, and Maintain Procedural and Policy documentation for our team and our clients
- Develop, implement, and assess technology best practices

**Monitoring and Management**
- Review regularly scheduled/automated actions

**Systems Analyst**
- Maintaining and supporting technical infrastructure, hardware, and system software components 
- Performing installation, maintenance and support of system and user software/hardware

**Security**
- Monitor, configure, and maintain backup and business continuity tools.
- Monitor, configure, and maintain Cyber Security platforms.

**Project Work**
- From time to time, the projects team will need additional resource to help deliver either on-site or remote projects. When opportunities arise the **Technical Support Analyst** may be required to help with project delivery

**Communication, Reporting, and Risk**
- Submit Timesheets & Expense reports
- Identify, Communicate and Mitigate potential risks to the **Service Delivery Manager** and Clients

**Teamwork**
- Share and participate in developing standards and best practices
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Follow, maintain, and create Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the **Technology Services Team**
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Typing skills and can type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek **and** human
- The ability to keep up with & adapt to the fast-paced IT world
- Fundamental awareness of Technology Security and its implications.
- The Self-Motivation abilities and can take pr