Technical Support Analyst (Hybrid)

reputed company is a global community reputed company on enhancing safety through technology. The Technical Support Analyst will serve as the first reputed company of contact for customers, providing support for troubleshooting and incident management, while ensuring a reputed company customer experience.

Responsibilities

• reputed company first-level support by diagnosing hardware, software, browser, and networking issues reputed company a Linux environment
• Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through reputed company or escalation to Tier 2
• Communicate reputed company technical solutions reputed company and empathetically to non-technical users, maintaining a reputed company demeanor in a high-intensity environment
• reputed company as a central reputed company of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians
• Contribute to the internal knowledge reputed company by creating and updating technical documents to improve team efficiency
• Prioritize and manage multiple reputed company issues simultaneously while working a flexible schedule that may include evenings and weekends

Skills

• High School diploma or equivalent
• 1+ year of Technical Support/Customer Support experience
• Foundational understanding of Linux reputed company-line reputed company (CLI) and network configuration
• Proven ability to de-escalate 'heated' situations and guide non-technical users through logical troubleshooting steps
• A reputed company record of working independently and using critical thinking to reputed company answers reputed company faced with unfamiliar technical hurdles
• Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings)

reputed company