Senior Tier One IT Technical Support Analyst

Job Description :

Client is looking for a Senior Tier One IT Technical Support Analyst Team Co-Lead to support end-users in resolving technical problems.

The responsibilities of the Team Co-Lead include but are not limited to, in the absence of the Team lead, overseeing the Tier One team, and motivating them to do their job efficiently.

Provide daily objectives and motivate new hires and seasoned workers alike and communicate any issues with upper management to reach business goals effectively.

They should respond to technical queries and issues, resolve problems in a timely manner, and provide technical recommendations.

A successful candidate will be able to ensure a positive experience for the customer by coaching and managing the team, provide exceptional customer service and perform user administrative responsibilities efficiently.

Ultimately, the team Co-lead will be able to display excellent problem-solving skills and have a solid knowledge of IT solutions.

IT Support Analyst Team Lead Responsibilities :

• Manage the team of Tier One Technical Support Analysts
• Delegate tasks and set deadlines.
• Execute goals disseminated from upper management.
• Monitor team performance and report on metrics.
• Perform analysis of root causes.
• Develop checklists for reoccurring problems.
• Discover training needs and provide coaching.
• Develop recommendations for procedures to prevent problems.
• Evaluate and resolve complex problems that arise.
• Analyze and resolve computer hardware, software, and network issues, modify configurations.
• Perform user administrative tasks.
• Working knowledge of network protocols, and hands on connectivity debugging experience.
• Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems;

determines most effective problem resolution procedures. Suggests, tests, implements, and evaluates solutions.

• Coordinates and interacts with other teams within the department and functions as a liaison between our department and users to communicate end-user needs and ensure effective solutions are implemented.
• Coordinates contact with vendors as needed to assist with support activities.
• Tier 1 level support for enterprise systems and select local solutions.
• Working knowledge of Tier 1 problem resolution of SAP Travel / HR and / or SAP SRM helpful.
• Maintains records of work activities and documents recurring, difficult, or complex problems; identifies trends, recommends solutions and resources.
• Testing of new devices and ICT services for onboarding into UNHQ support landscape.
• Attends training sessions, conferences, classes, and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.

IT Support Requirements :

• 5+ years of experience in an end-user IT customer support role.
• Support and troubleshoot desktop, laptop, and other devices.
• Support and troubleshoot wireless devices (Android and IoS)
• Support of Wi-Fi issues and equipment
• Advance knowledge of 0365 and managing Outlook client accounts.
• Strong knowledge of Microsoft Office packages (at least Word, Excel and PowerPoint) with technically demonstrated abilities.
• Strong understanding of Microsoft Azure Portal & Azure AD.
• Strong technical background supporting MFA login and network issues
• Basic support of videoconferences and videoconferencing equipment & applications.
• Basic understanding of SAP FI / CO and how it integrates with other SAP modules is an added advantage.
• Working knowledge of specialized or non-standard equipment such as Smartboards, Surface Hubs, etc.
• Provides basic training to end-users on the use of standard systems and applications.
• Ability to work independently.
• Exceptional customer service skills.
• Large enterprise work experience desired; should have provided Help Desk & LAN Support for at least 250 users.
• Excellent analytical skills
30+ days ago