Support Center Analyst

Job ID: 969894 San Pedro Garza Garcia, Nuevo León Job Type: Contract Added - 7 minutes ago
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**Job Description**:

- Innova Solutions is immediately hiring for a Mid
- Level Support Center Analyst
- **Position type**:Permanent.**
**Duration: 1 Year**
**Location: Remote,MX.**

As a Mid
- Level Support Center Analyst you will:

- We are looking for a highly motivated Support Analyst with experience in production support including 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 (Need to share the knowledge so that team can effectively support 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.

**Required 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 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 (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)
- Thank you
- Ashutosh Shukla1
- Assistant Manager
- **PAY RANGE AND BENEFITS**:
**Pay Range**: $ 352,000 - $414,500 Per Year

**Benefits**: Innova Solutions offers benefits( based on eligibility) that include the following: 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).
- **ABOUT INNOVA SOLUTIONS**:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
- **Recent Recognitions**:

- One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
- ClearlyRated® Client Diamond Award Winner (2020)
- One of the Largest Certified MBE Companies in the NMSDC Network (2022)
- Advanced Tier Services partner with AWS and Gold with MS
- The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.