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Technical Support Analyst
4 months ago
We are looking for a highly experienced and customer-focused Technical Support Analyst to join our growing team.
You will play a critical role in providing exceptional support to our users by troubleshooting technical issues, resolving their concerns, and ensuring their productivity.
Primary Skills (Must-Have):
- 10+ years of experience in technical support, with a strong track record of resolving complex issues.
- Extensive knowledge of Microsoft Desktop products, including but not limited to:
1. Windows Operating Systems (various versions)
2. Microsoft Office Suite (Word, Excel, PowerPoint, etc. )
3. Outlook
4. SharePoint
5. Microsoft Teams
- Proficiency in troubleshooting tools and techniques for diagnosing and resolving desktop and application issues.
- Experience managing and administering desktops and wireless devices in an enterprise environment.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to effectively communicate verbally and in writing with a diverse range of users.
- Exceptional customer service skills, with a focus on providing a positive and proactive support experience.
- Ability to document technical solutions and procedures for future reference and knowledge sharing.
Bonus Points:
- Experience with Active Directory and Group Policy.
- Experience with mobile device management (MDM) tools.
- Experience creating and delivering technical training materials.
- Familiarity with ITIL or other service management methodologies.
- Excellent time management and organizational skills.
- Ability to work independently and as part of a Provide first-line technical support to users via phone, email, and chat.
- Troubleshoot and resolve a wide range of technical issues related to desktops, applications, and network connectivity.
- Escalate complex issues to the appropriate technical teams when necessary.
- Document technical solutions and procedures for knowledge transfer and future reference.
- Research and stay up-to-date with the latest technologies and troubleshooting techniques.
- Provide clear and concise explanations of technical issues and solutions to users.
- Maintain a positive and professional demeanor while interacting with users.
- Contribute to the continuous improvement of the technical support process.
