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Senior Support Center Analyst
hace 2 meses
About the Role:
We are seeking a highly motivated Senior Support Center Analyst to join our team at MassGenics. As a Senior Support Center Analyst, you will be responsible for providing exceptional technical support to our clients, resolving complex issues, and collaborating with our Support Manager to improve ticket data quality.
Key Responsibilities:
* Handle escalations as needed, including both internal and external issues
* 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
Requirements:
* Bachelor's degree, preferably in IT, plus four years' related technical or business 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
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)
About MassGenics:
MassGenics is a leading provider of technology and business transformation solutions. We deliver strategic solutions to our clients, enabling them to operate as leaders within their fields. Our team is committed to providing exceptional service and support to our clients.
Equal Opportunity Employer:
MassGenics is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. We are committed to providing a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where we operate.
