Technical Support Analyst, Tier II
1 month ago
Candidate must be able and willing to work at least 2 days per week on-site in Durham, NC.
This is a full-time position: Monday - Friday, 8:00 AM - 5:00 PM (EST)
The primary responsibilities for this position are handling second level support in Managed Services 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.
Monday - Friday, 8:00 AM - 5:00 PM (EST)
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