Technical Support Analyst

2 weeks ago


Seattle, Washington, United States ATR International Full time
Position Overview

ATR International is seeking a dedicated Technical Support Analyst to join our team. This role involves providing assistance both remotely and in-person at various client sites to facilitate the deployment of cloud-based solutions and conduct software enhancements.

Key Responsibilities
  • Assist in the installation and configuration of cloud server solutions.
  • Provide support in diverse environments such as healthcare facilities, educational institutions, and other professional settings.
  • Guide clients on the effective use of our solutions, ensuring they understand the operational benefits and implications of integration.
  • Conduct preliminary troubleshooting to resolve issues efficiently.
  • Monitor client practices and document significant insights from testing locations.
  • Maintain records of client testing sites and oversee installation progress.
  • Respond to client inquiries through various communication channels.
  • Address product-related queries, including implementation and troubleshooting guidance.
  • Document interactions and tasks in the customer relationship management (CRM) system.
  • Identify client needs that necessitate further consultation, escalating complex issues to the appropriate technical teams.
Qualifications
  • Associate's degree in a technology-related field.
  • A minimum of three years of relevant experience.
  • Proficient in using Microsoft Teams, Word, Excel, PowerPoint, and Outlook, as well as handling PDF documents.
  • Knowledgeable in cloud networking and server management.
  • Understanding of cybersecurity principles.
  • Familiarity with firewall troubleshooting techniques.
  • Experience with configuring routers, switches, Ethernet ports, and Wi-Fi devices.
  • Comprehension of routing protocols in WAN/LAN networks and TCP/IP infrastructure.


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