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Technical Support Analyst

2 months ago

Doral, Florida, United States AHTGLOBAL Full time
Job Overview

Position Summary

The Technical Support Analyst plays a crucial role in enhancing and sustaining a superior level of client satisfaction by diagnosing and assisting in the resolution of customer inquiries. This position is accountable for documenting and monitoring all IT service requests and delivering tier 1 and 2 technical assistance. The Analyst will adhere to established protocols for escalating issues beyond their expertise and is responsible for ensuring follow-up until resolution is achieved.

Key Responsibilities

  • Assist clients and service teams with audiovisual and network-related challenges.
  • Analyze, replicate, troubleshoot, and resolve technical difficulties associated with both specific and general functionalities.
  • Collaborate effectively within project teams and adhere to deadlines set by project management.
  • Implement and comply with internal IT break/fix and change management procedures.

Core Duties

  • Provide technical support for computer hardware and software.
  • Address client issues through phone, in-person, or electronic communication.
  • Advise on hardware and software enhancements.
  • Document customer issues and their resolutions.
  • Configure and maintain network systems, including routers, switches, and access points, primarily utilizing Cisco products.

Qualifications

  • Prior experience in IT, particularly within the Audio and Video sector.
  • Strong analytical and problem-solving abilities.
  • Bachelor's Degree in Computer Science, Information Systems, Business, or a related field.
  • 2 to 3 years of relevant IT experience.
  • Experience in the Audio and Video sector is preferred.

Knowledge, Skills, and Abilities

  • Familiarity with fundamental IT networking principles.
  • NET+ certification or higher is desirable.
  • Willingness to travel for troubleshooting and support at various locations.

Preferred Qualifications

Bilingual proficiency in English and Spanish is advantageous.

Company Overview

AHT Global has been a leader in technology integration for over 25 years, focusing on the design, engineering, installation, programming, and servicing of high-end entertainment, control, and automation systems.