The TSC Analyst II tech provides support for level I/II issues reported to the help desk by either customers or the automated system, including initial assessment, triage, research, and resolution tasks. These requests may be related but are not limited to PCs, Servers, Networks and IT Infrastructure Components. All while working close together with a team of different level techs.
Addresses and resolves level II incidents and requests; logs all incidents and requests; engages other Service Center resources to resolve incidents that are beyond the scope of their ability or responsibility.
Troubleshoot technical issues related to servers, networks and infrastructure components
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (Service Center resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
Troubleshoot diversified issues with PC’s/Laptops, OS, various client programs, Network Servers, Firewalls, etc.
Grows general knowledge of current corporate, division-specific products, increasing ability to resolve requests on first contact.
Provides after hours and on-call support as needed.
Provide Client onsite visits as requested.
Adheres to and supports Symbits IT&S standards, policies, and procedures.
Maintains and protects confidentiality with regard to all aspects of client and employee information.
Adheres to Code of Conduct and Mission and Value statements.
Performs other duties as assigned
AA degree or Technical College (or equivalent experience)
Demonstrates ability and desire to learn Corporate and Division-specific applications, technology, and terminology.
Demonstrated ability to learn customer support processes and techniques.
Strong analytical skills.
Ability to solve problems.
Competency in Windows Desktop Operating Systems
Competency in MS Office Suite
Technical Certifications (A+, MCP, MCSE, etc.)
Competency in call center tracking tools.
Help Desk / Call Center experience.
Prior experience using various CRM application software for supporting customers.
Proficiency in using support software tools.
Customer service orientation and/or prior customer service training.
Strong understanding of corporate security-related procedures.
Ability to multi-task
Able to work under pressure, while maintaining composure
ESSENTIAL FUNCTIONS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to stand for long periods of time.
Must be able to sit for long periods of time.
Must be able to lift and/or move up to 15 pounds
Is occasionally required to reach with hands and arms