Technical Support Analyst

12 May 2024

Vacancy expired!

Description

  • Only those lawfully authorized to work in the designated country associated with the position will be considered.
  • Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.
Partially Remote, 30 % at home 70% onsite at various sites within the Denver area

Title: Technical Support Analyst-Network/Telephony Duration: 12 Months plusLocation: Denver, CO 80247/Remote

Technical Support AnalystJob Summary:In addition to the responsibilities listed below, this position is responsible for assisting with configuration, installation, and support of network/telephony hardware, software, and VoIP systems . The position will also assist with ACD reporting, ACD call flow, vendor management, projects, and consultation, including providing assistance in the resolution of basic problems while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes applying a working knowledge of enterprise toolsets focused on LAN/ WAN capacity reports and Telephony Metrics, and knowledge of features and components of Network and Telephony Hardware and software. Some of the unique challenges this position will face include identifying and assisting with resolution of network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise issues.

Essential Responsibilities:• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.• Assists with efforts to analyze and prioritize incoming requests and alerts.• Provides second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).• Resolves moderately complex problems and provides support to others.• Follows procedures for incident escalation and notification to leadership.• Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.• Identifies moderately complex problems and escalates to senior staff for prioritization.• Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.• Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.• Follows, supports, and assists in the development of standard operating procedures.• Provides knowledge repository for moderately complex technical support.• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.• Provides after hours on call support for moderately complex issues.• Supports and assists with the execution of disaster recovery and business continuity processes and events.Qualifications - ExternalMinimum Qualifications:• Minimum two (2) years experience in network/telephony system and user support.• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.• N/AAdditional Requirements:Preferred Qualifications:• Two (2) years experience configuring, implementing, and supporting VOIP platforms or systems.• Two (2) years experience working with CISCO VOIP.• Two (2) years experience configuring, implementing, and supporting local networks in a business environment.• One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)• One (1) year in an informal leadership role working with IT or operational teams.• Two (2) years experience working in a large matrixed organization.• One (1) year experience working with IT vendors.• Three (3) years experience writing documentation or standard operating procedures related to IT operations and support.• Two (2) years experience providing support for client/server platforms.• Two (2) years experience supporting Microsoft server operating systems.• Two (2) years experience supporting Unix/Linux server operating systems.• Two (2) years experience supporting mainframes for a large organization.• Three (3) years experience in ITRM or IT compliance.• Three (3) years experience in IT intake and profiling in a support or operations environment.• Two (2) years experience implementing or supporting ITSM processes or services.• One (1) year corporate healthcare experience.• Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.• CISSP or comparable certification.• ITIL certification.

Benefits: For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity: For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

  • ID: #49918139
  • State: Colorado Denver 80247 Denver USA
  • City: Denver
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2023-05-12
  • Deadline: 2023-07-10
  • Category: Et cetera