Level II Support
Location: Bedford, NH
Job Type: Contract to Hire
This position provides escalation support for Support Analyst, Support Engineers, and Support Specialists on various technical issues and problems relating to hosted desktops and applications. This position is responsible for responding to, documenting, and resolving support incident and problem tickets in a timely manner according to defined SLA and OLA. The Systems Analyst will perform root cause analysis escalation alongside the Support Specialist, develop checklists for typical problems, and recommend procedures and controls.
Duties and responsibilities; including but not limited to: CUSTOMER SERVICE: • Provide exceptional customer services via phone and email as appropriate • Mitigate difficult customer situations through conflict resolution strategies • Resolve IT Operations issues including troubleshooting hardware and software issues • Perform user administration duties • Writes clear and concise reports • Regularly uses active listening skills. CREDIBILITY: • Demonstrates honesty in behavior and actions • Works to earn trust by delivering on his/her assignments as directed • Rejects unethical shortcuts. ANALYTICAL THINKING: • Ability to think with perspective and creativity • Ability to apply standard troubleshooting theory. ORGANIZATION: • Manage assigned daily tasks and incidents with very little oversight • Provides input to planning project planning process and reports progress of activities • Communicate project status and progress to IT Operations Manager • Adapts his/her actions, contributing to support the team objectives • Avoids mistakes by learning from others. TEAMWORK: • Act as a mentor to Support Analysts, Engineers, and Specialist • Works with Technical Team Lead to ensure successful implementation of Projects • Takes a mature approach to differences of opinion • Learns from errors or failure and moves on.
Education: • Associate Degree or equivalent.
Abilities: • Act as escalation point for Support Analysts providing support and mentoring • Able to learn technical concepts quickly and apply them effectively • Able to troubleshoot and research issues, using internal and external resources such as technical forums and knowledge bases available through the Internet • Self-motivated individual, able to work independently or on a team • Able to grasp the “team player” concept, even when working individually • Able to multi-task and work productively in a dynamic, fast-paced, sometimes stressful environment • Able to adapt to changing business requirements and react quickly.
Skills/Characteristics: • Maintain customer service as the first and foremost priority • Must have superior written and verbal communication skills • Must be able to work on-site daily in our Cranberry location • Five+ years of remote and on-site technical support experience • Five+ years of Windows Server support experience • Four+ years of Citrix XenApp or XenDesktop support experience • Two+ years of incident and team escalation support.