- Handle escalations as needed including both internal and external.
- Turn over to Support any changes related to new projects (Need to share the knowledge so that team can effectively support the enhanced Infrastructure / Environment)
- Collaborate with the Support Manager to improve ticket data quality.
- Work the outstanding ticket queue with an emphasis on more difficult tickets or ticket escalations
- Lead the Incident Responses process, as requested.
- Support release testing.
- Propose Support process and method improvements.
- Provide on-call / off hour support. Required Skills:
- Bachelor's degree, preferably in IT, plus four years' related technical (installing and supporting enterprise applications and PC and laptop hardware) or business experience; or an equivalent combination of education and experience
- At least four years' experience with Windows operating system and Microsoft Office.
- Extensive experience with Windows operating system and Microsoft Office
- Must have extensive experience installing and configuring PC's and software
- Extensive experience troubleshooting hardware and software issues
- Experience managing wireless telecom including plan, device support, device selection, and MDM
- Must have a good working knowledge of various software products used by the Support Center Good to have skills:
- A+, MCSE, CSS and/or HDA certification preferred.
- Experience with Logistics systems preferred and business processes (e.g., Warehousing, Transloading, Intermodal, Truckload, LTL, Pricing or CHB) – or compensating exceptional technical skills and experience.
- Preferred experience with patch management and configuration manages software (i.e. BigFix) Thank you
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Sr - Support Center Analyst - San Pedro Garza García, México - Innova Solutions
Descripción
Innova Solutions is immediately hiring for a Mid- Level Support Center AnalystPosition type: Permanent.
Duration: 1 Year
Location: Remote,MX.
As a Mid- Level Support Center Analyst you will:
We are looking for a highly motivated Support Analyst with experience in production support including defect analysis, triage, and resolution; release testing support for maintenance and enhancements, upgrades, and patches; and, reviewing and recommending utilization, process, and method improvements.
Key responsibilities:
Ashutosh Shukla1
Assistant Manager
PAY RANGE AND BENEFITS:
Pay Range*: $ 352,000 - $414,500 Per Year
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
Usuarios de profesión Sr - Support Center Analyst en San Pedro Garza García
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Gabriela Arvide
Plant Manager/Mfg. Operations/Packaging Engineer