Function as first-level support for client’s end users, networks, and server issues.
Troubleshoot software, hardware, and operating system issues.
Create detailed documentation of issues.
Take incoming phone calls and emails from Core BTS clients experiencing issues.
Provide empathic customer support in a courteous and friendly manner.
Timely resolve or escalate issues per clients Service Level Agreements.
Maintain professional communication and demeanor.
Escalate higher-level issues to appropriate resources for in-depth investigation.
Communicate (verbal and written) with engineers on shift to ensure tickets are addressed.
Handle incidents according to Wiki/KB documentation.
Advise management of required updates or corrections to Wiki/KB.
Stay abreast of advances in technologies and further education in emerging technologies.

Two years related experience with Help Desk or network support preferred
Strong customer service, telephone skills and analytical skills
Experience with Microsoft Office Suite, iPhone and Android devices
Expertise in operating systems and application software
Familiarity with Cisco network technology
Working knowledge in major desktop operating systems and in major network operating systems.
Experience with basic end user administration, including network and general account maintenance
Strong troubleshooting skills
Experience in communicating with users in problem situations
Good oral and written communication skills with the ability to articulate network issues
Strong sense of ownership, capable of working independently and proactively addressing issues as they arise.

You'll work with a great group of people in a highly collaborative team and results oriented atmosphere
You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle
You’ll work with large, sophisticated, and progressive clients throughout North America
We provide a comprehensive benefits program including: $0 Healthcare option, company contribution to Health Savings Account with enrollment in a qualifying plan, 401(k) plus company match, Professional Development funds, Flexible Time Off (FTO) plus 11 company holidays, 4 weeks Parental/Caregiver Leave, company paid family building/fertility benefits through Progyny, Dental and Vision Insurance, and company paid Life/AD&D, short term and long term disability insurance.

Service Desk Analyst – 2nd Shift

Key skills