Analyst - End User Support Department

Job Description

The Technical Support Analyst position will be the first tier of technical support provided to our clients. This role will be responsible for handling tickets passed to them by our service desk, working with clients via chat, email, and phone, and also carrying out other necessary duties of the job.

Roles and Responsibilities

Perform front-line client support for basic computer/printer technical ticketed issues.
Communicate with clients via email, phone, and chat as part of the above support.
Attend shift on a daily basis for contracted support hours.
Understand SLA requirements for all tickets that are being worked
Understand and follow all FOS internal policies and job requirements
Provide first drafts of undocumented processes that come up as part of work.
Participate in weekly meetings with both QA and TL to ensure the quality of work is acceptable.
Providing timely updates to users about the status of their requests.
Update Autotask site config

Qualifications

Associates Degree in IT or a related field, OR 1-2 years of experience in IT, or a related field.
Proficiency in troubleshooting issues related to scanning, printing, Windows, and Office 365.
Familiarity with communication tools such as Microsoft Teams and Outlook for seamless client interaction.
Experience with Autotask Ticketing System and Datto RMM is preferred to streamline ticket management and resolution processes.
Networking fundamentals such as using ping, traceroute, and network analyzers.
Familiarity with Unifi, Omada, and Cisco Meraki dashboards is advantageous for comprehensive support.