Technical Support Analyst

We need a very experienced Technical Support candidate for a premium contract opportunity with one of the most successful financial services companies on the globe.

Must have at least 8 years of experience as a Technician supporting over 500+ users and be fluent in both Spanish and English. Extensive knowledge of Windows 7, XP and MS Office and Outlook and good customer service skills are required.

RESPONSIBILITIES:

- Provides 2nd level support on all Workstation and mobile related issues when escalated.
- Effectively questions user to collect and understand information regarding the problem and leads user through diagnostic procedures to identify, isolate and resolve source of problem.
- Analyzes customer problems and formulates plans to implement to obtain resolutions.
- Handles problem identification, research, isolation, resolution and follow-up for user problems.
- Interacts with customers via telephone, e-mail, etc. providing technical support and problem solving abilities.
- Prioritizes incidents and complaints to assure all SLAs are met.
- Utilizes all technical resources to solve customer problems.
- Escalates or works in tangent with appropriate support specialists or support groups on unresolved reported issues.
- Escalates hardware repairs to third party maintenance providers when needed
- Maintains call records/logs and resolution detail utilizing case management solution, Remedy
- Works with Engineers on new technology testing and implementation.
- Effectively communicates both verbally and in writing with management to express ideas in order to make informed decisions.
- Installs of hardware/software as required.
- Provisions and prepares workstations using standard images.
- Sets up and installs new workstations, loaners and other Workstation related equipment.
- Maintains 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets.
- Communicates and provides knowledge transfer to other agents/technicians on escalated calls and resolution.
- Coordinates and executes Workstation relocation requests
- Works with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities.

REQUIRED QUALIFICATIONS:

- Minimum 8 year experience as technician supporting over 500 users
- Extensive hardware/software installation and configuration
- Extensive knowledge of Windows 7, XP and MS Office and Outlook
- Networking connectivity knowledge and troubleshooting skills
- Extensive PC troubleshooting skills and Microsoft software troubleshooting skills
- Ability to set up, configure and troubleshoot of local and LAN printers
- A+ Certification, Microsoft Certified - MCP, Windows 7 MCSA preferred
- College degree in the IT field highly desired
- Bilingual skills in English and Spanish (Portuguese a plus)
- Ability to explain technical concepts to non-technical users
- Ability to support users at various levels of technical competency
- Effectively manages difficult or volatile customer situations
- Problem solving skills
- Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime.
- Ability to schedule and prioritize
- Ability to read and understand technical manuals, procedural documentation, and OEM guides
- Excellent interpersonal skills
- Technical writing skills
- Ability to assess, analyze and research technical situations and provide viable alternatives
- Ability to learn new technologies and procedures quickly
- Ability to communicate effectively with wide variety of users and other technical teams
- Results-oriented/self-motivated
- Strong interpersonal abilities - must project credibility and integrity
- Goal seeker
- Ability to multitask
- Inquisitive
- Creative
- Detail oriented

Duration of assignment: 1 year with possibility of extension.