Senior-Level Support Center Analyst

hace 2 semanas


San Pedro Garza García, Nuevo León, México Innova Solutions A tiempo completo

We are seeking a highly motivated Support Analyst with experience in production support, including defect analysis, triage, and resolution. This role will involve release testing support for maintenance and enhancements, upgrades, and patches, as well as reviewing and recommending utilization, process, and method improvements.

Key Responsibilities:
  • Handle escalations, 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.
Required Skills:
  • 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.
Good to Have Skills:
  • A+, MCSE, CSS, and/or HDA certification preferred.
  • Experience with Logistics systems preferred and business processes.
  • Preferred experience with patch management and configuration management software.

Innova Solutions offers a competitive pay range of $454,000 - $534,000 per year and a comprehensive benefits package, including medical and pharmacy coverage, dental and vision insurance, 401(k), and more.



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