What are the responsibilities and job description for the Technical Support Analyst position at Eola Technology Partners?
Job description:
Provides technical assistance to end users by answering questions or troubleshooting issues. Documents interactions with end users and recommends improvements. Responsible for evaluating operational efficiency of different IT systems. Relies on limited knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a project leader or manager, though some ingenuity and flexibility is required.
In this role you will:
- Provide first level remote support to resolve problems with products and applications by meeting customer service standards
- Answer support queries by either phone or ticketing portal
- Troubleshoot Level I tickets and ensure customer need is handled within company standards
- Escalate more complex service issues to appropriate technicians and engineers
- Log all requests and maintain full documentation into the ticketing system
- Monitor client infrastructure and backup alerts, working to resolve issues as they arise
- Review and resolve problematic system backups and ensuring integrity of client infrastructure
- Identify, troubleshoot, and resolve data networking related issues and/or design network solution
- Research, diagnose, document and resolve level 1 client incidents
You should have:
- 1 year of technical training or equivalent experience
- Possess excellent written and verbal communication skills
- Experience providing responsive, professional, highly personable technical support
- Experience with documentation software and proven data record keeping accuracy.
- Ability to work a rotating emergency on-call rotation with other team members