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Senior Technical Support Analyst New



IT, Customer Service
Posted on Tuesday, July 2, 2024

Senior Technical Support Analyst

We are a leading software provider of Item Chain Management solutions to consumer brand, retail and industrial enterprises around the globe. We also provide development services and support to third party customers across the globe.

The Senior Technical Support Analyst role is a key part of the Managed Services team, performing advanced troubleshooting and support for our Managed Services customers. This role requires deep technical analysis/troubleshooting skills as well as an ability to work within and understand the application environment.

Team members must be comfortable working in a dynamic environment, with customers located in multiple geographies, and be willing to adjust schedules to meet the needs of the customer. Participation in 24x7 on-call rotation is required.

Position Location - This role is available in Latam.

Time Zone Requirements - This team operates on the East/West Coast time zones.

How you’ll make an impact:

  • Provide support and guidance to Associate team members.
  • Desktop, Laptop, and Mobile Device Support: Troubleshoot and resolve issues (device, software, and operating system) for end-users. Ensure the device is operating and updating properly. Perform endpoint scanning and remediation, analyze faults in applications/operating systems, and address other issues that may arise.
  • Server Management and Administration: Troubleshoot and resolve issues identified with server hardware and/or software. Examples may include but are not limited to, server faults, backup faults and errors, application faults and errors, and other technical issues.
  • Database Management: Perform SQL Server Database Backups & Restores
  • Hardware Configuration: Build and/or configure new hardware including Windows-based PCs, Android and IOS mobile devices.
  • Exchange and/or Office365 Administration
  • DHCP/DNS/FTP/AD/GP Administration
  • Windows Server and AD configuration and management
  • Participate in developing the Knowledge Base by contributing articles related to troubleshooting tips and techniques and be willing to work with others to assist in these efforts.
  • Participate in on-call rotation (Team cycle is 24x7x365 coverage)

What we’re looking for:

Minimum requirements:

  • 5+ years’ experience supporting end-users.
  • Experience supporting enterprise application software.
  • Minimum A+ or N+ or equivalent certificates or work experience (MS Networking Essentials, MS Desktop Certification)
  • Bachelor’s degree in a related field
  • Proficient in Windows Server Administration
  • User Maintenance, Login Scripts & Profiles, Domain Types & Trusts, Group Policy, Replication & DFS
  • Experience with RDS & Server Farm Administration
  • UPD / Roaming profiles, Brokered Farms
  • IIS Administration
  • Print Server / Driver Administration
  • Exposure to Linux
  • Monitoring / RMM Tools (Nable preferred)
  • Case Management & Documentation
  • Software Installation
  • Scripting Capabilities (Powershell, Batch, CMD, VBS) desirable

What you’ll love:

  • USA Contractor
  • 100% Remote
  • Holidays Off
  • Paid Time Off
  • Health insurance assistance program.
  • Competitive Pay (USD)
  • Excellent teamwork and work environment
  • Training