Technical Support Analyst, Tier II

2 weeks ago

Port Saint Lucie, United States BCS365 Full time
Job DescriptionJob Description

Candidates must be available to provide on-site support as needed in either Port St. Lucie, FL or Secaucus, NJ


The primary responsibilities for this position are handling second level support in Help Desk team. Respond, troubleshoot and generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Voice, Data, Video, Wireless, Cloud, and Security.


Essential Duties and Responsibilities

  • Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
  • Responsible for technical break/fix support for all Information Technology Support (ITS) systems currently deployed in production.
  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
  • Responsible for administration, maintenance and second level support of back-end global ITS systems.
  • Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production.
  • Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
  • Escalate client support cases to appropriate resource following the escalation process and procedures.
  • Work with Dispatchers and Team Leads to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Data entry may be required for new and active clients on Ticketing system.
  • Responsible for entering time and all work with proper updates in Ticketing system as it occurs.
  • Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
  • Onsite work at client locations will be required as needed.
  • On-call rotation.
  • Other duties as assigned.

Customer Focus

  • Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
  • Illustrated diplomacy, tactfulness and empathy when dealing with customers
  • Exemplified ability to defuse escalations and high-tension situations
  • Well-developed ability to appease customers experiencing service outages and difficulties
  • Ability to listen actively and ask clarifying questions to seek understanding
  • Experience going above and beyond duty to delight customers
  • Must have a genuine drive for customer satisfaction and retention

Required Professional IT Certifications and Experience

  • Education: Bachelor's Degree in Computer Science or related field
  • IT Experience: 3 years minimum
  • Previous MSP experience, or experience supporting external customer base
  • One or more of the following: CompTIA or A+, Network+, Microsoft MCP
  • Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command
  • Continually advancing your knowledge base through certification courses.

Decision making and Self-Management

  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
  • Skills in troubleshooting, solving problems and root cause analysis.
  • Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.
  • Proven aptitude to work well in a team or independently with minimum supervision.
  • Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.

Troubleshooting

  • Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting
  • Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services


BCS365 is an Equal Opportunity Employer. We consider applicants for all positions without discrimination based on race, color, religion, creed, gender, national origin, sexual orientation, age marital or veteran status, disability, or any other legally protected status.

Please Note: BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

  • Industrial Electrician II or III-D.O.Q- Utility Systems Department

    1 week ago

    Port Saint Lucie, United States City of Port St. Lucie, FL Full time

    The City of Port St. Lucie is an equal opportunity employer.   This position requires the applicant to successfully pass a drug screening.    The starting salary for these positions are as follows: Industrial Electrician II - $25.31 Industrial Electrician III - $26.58 This position is Essential and is required to report to duty before, during, and...

  • Technical Customer Representative

    3 weeks ago

    Saint Louis, United States SSE Full time

    Job DescriptionJob DescriptionTechnical Customer Representative / Tier ISSE is a leading technology company serving the greater St. Louis community for 35 years. We have a thriving MSP/Network Services Practice.We are looking for a Technical Customer Representative/Tier I to join our team. We are very fast paced and this position requires quick thinking and...

  • Project Cost Analyst

    4 days ago

    Port Arthur, United States Advantage Technical Full time

    Project Cost Analyst Local to Baytown, TX, and Port Arthur, TX On-site Long term contract Currently looking for a hands-on experienced Project Cost Analyst who has experience in EPC cost control functions. Key roles and responsibilities include: Develop project cost forecasts for a portfolio of projects based on project schedule and project progress data....

  • Project Cost Analyst

    1 day ago

    Port Arthur, United States Advantage Technical Full time

    Project Cost Analyst Local to Baytown, TX, and Port Arthur, TXOn-siteLong term contractCurrently looking for a hands-on experienced Project Cost Analyst who has experience in EPC cost control functions.Key roles and responsibilities include:Develop project cost forecasts for a portfolio of projects based on project schedule and project progress data.Support...

  • Project Cost Analyst

    4 days ago

    Port Arthur, United States Advantage Technical Full time

    Project Cost Analyst Local to Baytown, TX, and Port Arthur, TXOn-siteLong term contractCurrently looking for a hands-on experienced Project Cost Analyst who has experience in EPC cost control functions.Key roles and responsibilities include:Develop project cost forecasts for a portfolio of projects based on project schedule and project progress data.Support...

  • Project Cost Analyst

    5 days ago

    Port Arthur, United States Advantage Technical Full time

    Project Cost Analyst Local to Baytown, TX, and Port Arthur, TXOn-siteLong term contractCurrently looking for a hands-on experienced Project Cost Analyst who has experience in EPC cost control functions.Key roles and responsibilities include:Develop project cost forecasts for a portfolio of projects based on project schedule and project progress data.Support...

  • Cyber Security Operations Specialist II

    2 weeks ago

    Saint Louis, United States RISA Full time

    Job DescriptionJob DescriptionAbout RISAIn this time of rapid change, as technologies expand at lightning speed, RISA seeks to remain at the forefront - applying them in unique ways to address our customers’ challenges and providing our employees with engaging career opportunities. We seek professionals excited by a challenge and focused on assisting our...

  • Industrial Electrician II or III-D.O.Q- Utility Systems Department

    1 week ago

    Port St. Lucie, United States City of Port St. Lucie Florida Full time

    This position requires the applicant to successfully pass a drug screening. The starting salary for these positions are as follows:Industrial Electrician II - $25.31 Industrial Electrician III - $26.58 This position is Essential and is required to re Systems, Utility, Industrial, Journeyman Electrician, Electrician, Technical Support, Manufacturing

  • Financial Reporting Accounting Analyst

    3 weeks ago

    Port Saint Lucie, United States Seacoast Bank Full time

    Job DescriptionJob DescriptionSail into a career with Seacoast Bank! We're looking for a Financial Reporting Accounting Analyst to join our team.Location: This position will sit at our Corporate Headquarters in Stuart, FLESSENTIAL DUTIES AND RESPONSIBILITIESPrepare quarterly external filings, such as quarterly earnings release, Form 10-Q and Form 10-K...

  • Entry Level Technical Support

    3 weeks ago

    Port Washington, United States AGILANT SOLUTIONS INC. Full time

    Job DescriptionJob DescriptionJob TypeFull Time LocationPort Washington DepartmentService Desk Reports toSenior Support Lead HoursAnytime between 8am-11pm EST AND must have weekend availability, Schedule is subject to change based on business needs. Position Summary Agilant Solutions is looking for a Technical Support Analyst to support our retail SMB...

  • Board Certified Assistant Behavior Analyst

    5 days ago

    Port Saint Lucie, United States Bencosme Consulting, LLC Full time

    ''' **Duties**: - Conduct behavioral assessments and develop individualized treatment plans for clients with developmental disabilities - Implement behavior intervention strategies based on applied behavior analysis principles - Provide direct behavioral therapy to clients, including teaching new skills and reducing challenging behaviors - Collect and...

  • Remote Commercial Lines Account Manager

    3 weeks ago

    Port Saint Lucie, United States APR Full time

    Job DescriptionJob DescriptionJob Title: Commercial Insurance Account Manager - Condominium SpecialistKey Focus: Servicing a Condominium Book of BusinessLocation: Port Saint Lucie, FL | RemoteSalary: 65,000 to 80,000 About the Role: As a Commercial Insurance Account Manager specializing in condominium accounts, you'll play a crucial role in maintaining...

  • Support Specialist II

    2 weeks ago

    Port Townsend, United States Jefferson Healthcare Full time

    Support Specialist IIHealth Information Management - HIMAnnouncement #258640 Jefferson Healthcare is looking for a full-time Support Specialist II to join our Health Information Management team. As a Support Specialist, you will be responsible for preparing records for the release of patient information, complying with all regulatory requirements,...

  • HVAC Service Technician

    2 weeks ago

    Port Saint Lucie, United States Elite Electric Plumbing and Air Full time

    Job DescriptionJob DescriptionElite Electric Plumbing & Air seeks HVAC Service Technicians to join our first-class team. As an HVAC Service Technician, you will work as part of a dynamic and passionate team to demonstrate technical competency. You will perform maintenance tune-ups, diagnose and repair heating and cooling systems and lead customers to...

  • Field Supervisor

    3 weeks ago

    Port Saint Lucie, United States Regency DRT Full time

    Job DescriptionJob DescriptionSalary: $50-80kExciting Job Opportunity: Disaster Restoration Field Supervisor We are on the lookout for a Disaster Restoration Field Supervisor with a focus on Rebuild Services to join our dedicated team. Offering a competitive salary range of $50K to $80K based on experience, this role is pivotal in managing our...

  • Compliance Technician

    2 weeks ago

    Port Saint Lucie, United States OWL Services Full time

    Job DescriptionJob DescriptionWho We AreOWL Services is the premier sales, installation, program management and service provider to retail, commercial, fleet, aviation and marine, and emergency power generation companies across the U.S. With 33 offices and distribution centers and more than 1,400 field service professionals, OWL delivers on a service...

  • Data Analyst

    3 days ago

    Saint Charles, United States NORA Full time

    **About Nationwide Organ Recovery Transportation Alliance** The Nationwide Organ Recovery Transport Alliance (NORA), partners with OPOs, Transplant Centers, Hospitals, Laboratories, and Perfusion Companies across North America. We specialize in executing a seamless "One Call Solution" for Air and Ground Organ Recovery Transportation, ensuring optimal...

  • Estimator II

    1 week ago

    Saint Louis, United States Alberici Full time

    Alberici is a diversified construction company that partners with leading organizations to build the critical structures that improve lives and strengthen communities. Since our founding in 1918, Alberici has built some of North America's most challenging projects. Along the way, we've earned a reputation for executing with quality, safety and trust backed...

  • Systems Analyst

    2 weeks ago

    Port Hueneme, United States ICI Services Full time

    ICI Services is looking for motivated individuals to join our team in support of the Naval Surface Warfare Center (NSWC), Port Hueneme, Port Hueneme, CA. We are a small, employee-owned defense contractor providing Engineering, Logistics, Program Services, and Technical Services to government clients in 14 states and the District of Columbia. We need a...

  • Systems Analyst

    3 days ago

    Port Hueneme, United States ICI Services Full time

    ICI Services is looking for motivated individuals to join our team in support of the Naval Surface Warfare Center (NSWC), Port Hueneme, Port Hueneme, CA. We are a small, employee-owned defense contractor providing Engineering, Logistics, Program Services, and Technical Services to government clients in 14 states and the District of Columbia. We need a...