Technical Support Analyst

TECHNICAL SUPPORT ANALYST MIAMI, FL 1 YEAR CONTRACT

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

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, its all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.