Service Desk Analyst – 2nd Shift

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary support for the client’s end users, addressing network and server-related issues.

• Diagnose and resolve software, hardware, and operating system challenges.

• Produce comprehensive documentation of encountered issues.

• Respond to incoming calls and emails from Core BTS clients facing difficulties.

• Deliver empathetic customer support with a courteous and friendly approach.

• Resolve or escalate issues in accordance with clients' Service Level Agreements in a timely manner.

• Uphold a professional demeanor and effective communication.

• Forward higher-level issues to the appropriate personnel for thorough investigation.

• Collaborate (both verbally and in writing) with on-shift engineers to ensure ticket resolution.

• Manage incidents following the guidelines in Wiki/KB documentation.

• Notify management of necessary updates or corrections to Wiki/KB content.

• Keep updated with technological advancements and pursue further education in emerging technologies.

⛳️ Requirements

• A minimum of two years of relevant experience in Help Desk or network support is preferred.

• Exceptional customer service, telephone communication, and analytical abilities.

• Proficient in Microsoft Office Suite, as well as iPhone and Android devices.

• In-depth knowledge of operating systems and application software.

• Familiar with Cisco network technologies.

• Competent in major desktop and network operating systems.

• Experience in basic end-user administration, including network and general account maintenance.

• Strong problem-solving and troubleshooting capabilities.

• Proven experience in user communication during problem resolution scenarios.

• Excellent oral and written communication skills, with the ability to clearly explain network issues.

• A strong sense of ownership, able to work independently and proactively resolve issues as they arise.

🏝️ Benefits

• You'll work with a fantastic group of individuals in a highly collaborative, results-driven environment.

• You will have the chance to thrive in a dynamic and positively charged atmosphere where you can challenge your skills and make a significant impact.

• You will collaborate with large, progressive clients across North America.

• We offer a comprehensive benefits package that includes: **$0 Healthcare option, company contribution to Health Savings Account with enrollment in a qualifying plan, 401(k) with company match, Professional Development funds, Flexible Time Off (FTO) plus 11 company holidays, 4 weeks Parental/Caregiver Leave, company-paid family building/fertility benefits through Progyny, Dental and Vision Insurance, and company-paid Life/AD&D, short-term and long-term disability insurance.**