Senior Support Center Analyst

hace 14 horas


San Pedro Garza García, Nuevo León, México Innova Solutions A tiempo completo
Senior-Level Support Center Analyst

Innova Solutions is seeking a highly motivated Senior-Level Support Center Analyst to join our team.

Key Responsibilities:

  • Handle escalations as needed, including both internal and external.
  • Turn over to Support any changes related to new projects, ensuring seamless support for 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.

Requirements:

  • Bachelor's degree, preferably in IT, plus four years' related technical 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 PCs 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.

Preferred 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).

Benefits:

  • Innova Solutions offers benefits (based on eligibility) that include 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).


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