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Tier 1 Technical Support Analyst

DALLAS-75220, TX, US
05/25/2019

-

Required Skills

Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

2 to 5 Year(s)

Job Description

TECHNICAL SUPPORT ANALYST

Dallas, TX

6+ month Contract to hire

Currently looking for a Tier 1 Technical Support Analyst to sit fulltime on a client site.

Candidate must have knowledge and experience in virtualization, enterprise storage systems, replication technologies and DR architectures, storage and backup, networking and telecommunications.

This position will work closely with our team of senior engineers and infrastructure group to maintain, update, and introduce new functionality to the existing environment.

This person will also assist in supporting the Windows server environment and other server / storage infrastructure projects will be assigned as needed.

Essential Duties and Responsibilities:

· IT Support relating to technical issues involving Microsoft's core business applications and operating systems

· Support of disaster recovery solutions

· Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Basic remote access solution implementation and support: VPN, Kaseya and other tools

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

· System documentation maintenance and review in ConnectWise

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction

· Fast turnaround of customer requests

· Ability to work in a team and communicate effectively

· Work with the CSRs to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently

· Escalate service requests that require engineer level support

· Responsible for entering time and expenses in ConnectWise as it occurs

· Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required:

· Advanced understanding of operating systems, business applications, printing systems, and network systems

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

· Self-motivated with the ability to work in a fast moving environment

Currently use a mix of both Windows 8/10 and Mac OS X, and Active Directory, so familiarity with these technologies is a big plus. Candidates should have 2-5 years of experience in a helpdesk or similar customer-facing role.