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Senior Support Center Analyst
hace 2 meses
About the Role:
Innova Solutions is seeking a highly motivated Senior-Level Support Center Analyst to join our team.
Job Summary:
We are looking for a skilled Support Analyst with experience in production support, 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:
- Handle escalations as needed, including both internal and external.
- Turn over to Support any changes related to new projects, ensuring seamless knowledge transfer.
- Collaborate with the Support Manager to improve ticket data quality and optimize support processes.
- Work the outstanding ticket queue, focusing on more complex tickets or escalations.
- Lead the Incident Response process, as requested.
- Support release testing and propose process and method improvements.
- Provide on-call/off-hour support to ensure business continuity.
Requirements:
Bachelor's degree in IT or a related field, plus four years' related technical or business experience; or an equivalent combination of education and experience.
Essential Skills:
- 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.
Desirable Skills:
- A+, MCSE, CSS, and/or HDA certification preferred.
- Experience with Logistics systems and business processes, such as Warehousing, Transloading, Intermodal, Truckload, LTL, Pricing, or CHB, or compensating exceptional technical skills and experience.
- Preferred experience with patch management and configuration management software, such as BigFix.
Compensation and Benefits:
Pay range: $454,000 - $534,000 Per Year. Pay range offered to a successful candidate will be based on several factors, including education, work experience, work location, specific job duties, certifications, etc.
Innova Solutions offers benefits (based on eligibility) that include medical & pharmacy coverage, dental/vision insurance, 401(k), health saving account (HSA), 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).
