Senior Support Center Analyst

hace 3 días

San Pedro Garza García, Nuevo León, México MassGenics A tiempo completo
Job Title: Senior Support Center Analyst

Innova Solutions is seeking a highly motivated Senior Support Center Analyst to join our team. As a Senior Support Center Analyst, you will be responsible for handling escalations, collaborating with the Support Manager to improve ticket data quality, and working on the outstanding ticket queue with an emphasis on more difficult tickets or ticket escalations.

Key Responsibilities:
  • Handle escalations as needed, including both internal and external.
  • Turn over to Support any changes related to new projects.
  • 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.
  • 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).

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