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Support Analyst II

Company: Infranet Technologies Group, Inc
Location: Rocky Mount
Posted on: October 3, 2019

Job Description:

Provide desktop support as well as Tier II support for servers, networking equipment, and telephony systems.-- Acts as an escalation point for junior analysts to recommend and implement corrective solutions.-- You will have excellent problem-solving, customer service skills, and a strong sense of urgency.-- Perform advanced troubleshooting to diagnose and resolve technical problems.-- Issues should be resolved in a timely manner to minimize downtime.------Major dutiesProvide direct technical assistance to clients utilizing remote support tools or in-person--Troubleshoot and resolve technical problems without supervisionProvide escalation support to Client Support Specialists and Support Analyst team membersIdentify opportunities to enhance end-user experienceDocument time, customer correspondence, and problem resolutionsAssist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipmentEngage external support vendors as neededOther duties as assigned--Job related qualifications/skillsEducation/Certifications- BS degree or equivalent work experienceRequired- VCP, MCSA, or CCNAPreferred--Professional experience- 4+ years working experience in desktop support, system administration, or network administrationPreferred--Knowledge, skills and abilities (incl. languages)-Hardware (server, laptop, mobile device, printer, copier, projector, video conference)Required- Must possess strong organization and time management skills with a strong customer service mindsetRequired-Windows OS, Mac OS, Microsoft Office, mobile devices--Required-Windows Server componentsRequired-Maintain a strong working knowledge of technical products and solutionsRequired-Networking hardware and fundamentalsRequired-Virtualization fundamentals (VMware, Hyper-V)Required-Microsoft Office 365Required-Microsoft 365 (Business and / or Enterprise)Preferred-Microsoft Azure (Servers and / or Services)Preferred-Storage platform and hardware (Dell EMC)Preferred-Telephony platform (Cisco UC)Preferred--Knowledge of methods- Strong analytic and problem-solving abilitiesRequired-Structured thinking and interest in numbers and data structuresRequired-High level of self-motivation and a willingness to take responsibilityRequired--Personal skills- Effective interpersonal and relationship-building skillsRequired- Demonstrated high degree of professionalism, responsibility, and dependabilityRequired- Works well in a team-oriented, collaborative environment on complex projectsRequired-Ability to complete individual project tasks independentlyRequired-Ability to prioritize tasksRequired-Possesses excellent written and verbal communication skills, including presentation skillsRequired - provided by Dice

Keywords: Infranet Technologies Group, Inc, Rocky Mount , Support Analyst II, Professions , Rocky Mount, North Carolina

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