T2/T3 Support Analyst

The leading software corporation on the globe is looking for a competent Tech Support Engineer to provide service via phone, e-mail, chat, ticketing systems and other written communications. If you have enterprise level Windows and applications support experience, we are looking for you!

REQUIREMENTS:

- Minimum 3 years IT Operations support (enterprise level) a must
- Excellent customer service skills and customer focused attitude
- Strong critical thinking skills required, including troubleshooting, problem analysis and resolution, good judgment/decision making ability
- Excellent written and oral communication skills required
- General technical writing/troubleshooting client system experience
- Strong interpersonal skills required, including teamwork and positive relationship building
- Genuine passion for technology and desire and aptitude to increase technical skill level required
- Providing break-fix of desktop applications (eg driver issues, resolving misc. application install errors, etc.)
- Driving bugs/DCRs related to problem management tickets
- Creation of documentation of processes, best practices and technical instructions for Support Groups based on problem management findings
- Providing regular updates on major problems, incidents and service outages
- Providing training to support teams in a wide range of technical subjects

TECHNICAL SKILLSET:

- Good general application knowledge required (ie configuration, set up and user preferences)
- Good understanding of drivers and driver installation knowledge required
- Working knowledge of Windows XP and Windows 7 (MCP preferred)
- Working knowledge of Microsoft Office products
- Ability and aptitude for reporting and/or SQL skills preferred
- Basic SMS concepts preferred
- Group Policy concepts preferred
- Ticketing system experience required
- Excellent hardware and software failure troubleshooting skills
- Ability to read logs and system events