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Sr. Technical Support Analyst

3 months ago

Ewing Twp, United States Panna Knows LLC Full time
Who Our Client Is:

Our client brings industry communities together to solve supply-chain problems through the adoption and implementation of their standards. More than 340,000 businesses in 25 industries rely on our client for trading-partner collaboration and for maximizing the cost effectiveness, speed, visibility, security, and sustainability of their business processes. They achieve these benefits through solutions based on their global unique numbering and identification systems, bar codes, Electronic Product Code-based RFID, data synchronization, and electronic information exchange.

What Our Client Needs:

Our client is looking for a Sr. Technical Support Analyst. This role will be responsible for immediate analysis of customer problems, implementation of resolution action to restore function and avoid recurrence, act as the single point of contact for problem resolution, record all incidents, maintain accountability and ownership until the issue is resolved, create documentation to be later used for reference regarding troubleshooting issues, and perform customer follow-up.

What You'll Do:
  • Superior time management and organizational skills to:
  • Manage all workflow coming into the IT Support Team via FreshService
  • Coordinate and balance the work requests from both internal and remote personnel
  • Monitor team tickets to ensure support procedures are being followed
  • Ensure Technical Support Analyst team response to user requests in a timely and efficient manner in accordance with SLAs for Corporate Systems and Websites
  • Provide regular (weekly/monthly) reports on performance against SLAs as needed
  • Act as lead on projects implementing IT Best Practices/Policies across the company
  • Demonstrate strong management skill to be able to:
  • Coordinate multiple, concurrent projects ensuring work completes within the defined scope, timelines, and appropriate escalation when it appears to be in jeopardy
  • Identify and manage risks with timely reporting and escalating of such risks and issues to his/her manager
  • Provide weekly status reports on team's activities/projects to his/her manager
  • Exceptional analytical ability to diagnose and troubleshoot hardware/software problems
  • Utilize critical thinking skills to provide technical leadership and consultation to team members for resolving challenging problems
  • High-energy achiever with high focus on providing excellent customer service. Needs to have great problem-solving skills to meet the challenges while serving as:
  • Mentor team members to ensure that they are being productive, efficient, and motivated to elevate the level of customer service provided
  • The first line of response to follow-up on support issues with dissatisfied users to ensure that problems are resolved and gather feedback on how support can be improved
  • Serve as the escalation point for IT Support issues as needed
  • In addition, the Sr. Technical Support Analyst will be expected to continue to provide IT Support as it relates to the following:
  • Champion and support IT strategy, mission, vision, policies/procedures, and standard operating guidelines
  • Administer user additions, deletions, and changes, utilizing Microsoft Active Directory (Azure AD (Entra)/On-Prem AD)
  • In-depth knowledge of Office 365 Administration, including but not limited to Exchange Online, SharePoint/OneDrive, Entra, and other Office 365 tooling
  • Strong skillset managing Office 365 and Azure AD
  • Install, maintain, and troubleshoot users' laptop hardware/software
  • Research, and resolve technical problems to gain successful resolution
  • Install and support printers and other peripheral devices (e.g., scanners)
  • Provide desktop support for technical and non-technical employees
  • Manage and maintain desktop/laptop images
  • Manage and maintain meeting room equipment
  • Evaluate software/hardware and provide recommendations on the procurement of peripherals or replacement parts/equipment from outside vendors as needed
  • Implement process improvements on an ongoing basis
  • Maintains inventory of equipment and related software
  • Monitor Jira for new issue received via email or escalation for an existing issue
  • Interface with Infrastructure and other cross-functional teams on special projects requiring IT Support
  • Participate in Disaster Recovery policy and procedure planning, testing and execution
  • Collaborate on on-call rotation schedule as needed
This position may require less than or equal to 15% travel

What You'll Need:
  • Bachelor of Science degree in Computer Science or related area
  • Experienced in IT Support at least 3-5 years of experience
  • Microsoft Cloud Certifications a plus
  • Experienced with Windows 10/11 Professional, Microsoft Office 365 and Azure
What They Offer:
  • A hybrid work environment in their Ewing, NJ office (Currently 4 days a month and if there is an additional business need)
  • 26 days of PTO
  • Ten company holidays
  • Immediate and Automatic contribution to 401K
  • Elite Medical coverage
  • Access to LinkedIn Learning
Our client is an Equal Opportunity Employer - All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.