Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Addressing issues escalated from first-level IT Support Analysts.
Assist in the mentoring and training of IT Service and Support staff.
Perform complex troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Handle ad-hoc processes when needed.
Facilitate meetings with customers or additional support personnel when necessary to troubleshoot issues.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Document troubleshooting steps and/or pertinent support information to the next level of support personnel.
Follow-up and update customer status and information.
Review, follow up, and assign or resolve aging records.
Pass on any feedback or suggestions from customers to the appropriate internal team.
Identify and suggest potential improvements to procedures.

Minimum High School diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
Industry specific certification HDI, MCP, Network+ and A+ certification preferred.
HDI certification required within 1 year of hire.
2 – 5 years of providing IT technical support via phone, chat and/or email.
Demonstrate behaviors based on Velera values: Dedication, Collaboration, Belonging, Curiosity and Integrity
Exceptional customer service and troubleshooting skills across all areas of IT;
Strong customer-first ethic;
Extensive experience working in a team-oriented, collaborative environment
Demonstrate strong communication skills
In-depth knowledge of industry frameworks and their application in an enterprise environment
Strong understanding of IT service management principles and practices
Proficiency in Windows operating systems and common business applications
Knowledge of networking concepts and enterprise ticketing systems
Exceptional organizational skills with ability to work in fast-paced, team environment
Must be committed to a culture of continuous improvement
Proficiency in managing multiple tasks simultaneously
Ability to travel as needed to successfully perform position responsibilities.

IT Support Analyst II

Key skills