Support Analyst III

2 weeks ago

Oxford, United States Miami University Full time

Job Summary:
Under minimal direction, provide support to clients for relevant hardware and software.

Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team.

Duties/Physical Demands:

· Provide Tier III technical support to clients remotely or in the field by identifying, tracking, troubleshooting and resolving requests.

· Work on complex issues proactively identify potential areas that may cause future problems.

· Recommend and assess impact of customer service improvements.

· Troubleshoot II and III technology issues including software, hardware, audiovisual, and networking issues.

· Emergency ""on-call"" rotation

· Escalate complex problems that cannot be resolved within the TSS team, and work with other non TSS Tier II & Tier III staff in the organization to assure resolution.

· Train subordinate staff on balancing excellent customer service with efficient operations.

· Assist with managing workload of student staff to provide the adequate level of support to meet the desired service level agreement.

· Document solutions and work to provide excellent service and initiatives in the Knowledge Center Support Repository.

· Organize and develop training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, workgroup utilities and audio visual equipment

· Actively seek and build positive relationships and serve as a liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise.

· Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system. Identify major incidents, outages and security incidents when they are happening.

· Develop and document resolutions or workarounds for incidents that lack documentation resolution.

· Mentor others in evaluation of new computer hardware, software and audio visual equipment for use at the University, leading teams and synthesizing recommendations.

· Mentor staff, in actively promoting a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services.

· Mentor staff on how to exhibit strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.

· Participate in cross-functional projects. Identify roadblocks and report them to the team leadership.

· Mentor staff on how to identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.

· Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.

· Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.

· Learn quickly and independently; seek opportunities to extend and deepen learning and effectively integrates new information and skills to enhance personal performance.

· Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.

· Accurately restate the opinions and needs of others; demonstrate patience and active listening.

· Apply principles and processes of service levels to work; identify/highlight service problems; seek to improve quality of service levels.

· Participate in professional development activities.

· Perform other related duties as required or assigned.

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