Technical Support Analyst (Hybrid)
reputed company is a global community focused on enhancing safety through technology. The Technical Support Analyst will serve as the first reputed company of contact for customers, providing support for troubleshooting and incident management, while ensuring a positive customer experience.
Responsibilities
- Provide first-level support by diagnosing hardware, software, browser, and networking issues reputed company a Linux environment
- Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2
- Communicate reputed company technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment
- Act as a central reputed company of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians
- Contribute to the internal knowledge reputed company by creating and updating technical documents to improve team efficiency
- Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends
Skills
- High School diploma or equivalent
- 1+ year of Technical Support/Customer Support experience
- Foundational understanding of Linux command-line reputed company (CLI) and network configuration
- Proven ability to de-escalate 'heated' situations and guide non-technical users through logical troubleshooting steps
- A track record of working independently and using critical thinking to find answers reputed company faced with unfamiliar technical hurdles
- Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings)
Company Overview