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Technical Support Analyst

NEW YORK-10006, NY, US
11/08/2016

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Required Skills

Microsoft Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Technical Support Analyst

Functional Responsibilities

Provide technology support via telephone, email and walk-up to local and remote employees.

Provide premier support levels to defined VIP customers.

Log incidents and requests for continued problem resolution and tracking.

Maintain direct contact with users through the lifecycle of an incident or request.

Provide diagnostics of a technical fault and suggested first-time-fix.

Collaborate with second and third level technology teams as required.

Contribute to Technology projects as required. Occasional domestic travel required.

Required Technology Support Capabilities

Windows 7 PC support via phone, email and remote assistance tools.

Microsoft Office 2007, 2010, 2013, Office 365.

Experience with Microsoft Active Directory.

Mobility device support: iPhones and iPads.

Remote Support Tools such as RDP and Remote Assistance.

Support of Citrix based applications.

Support of video conferencing technologies.

Experience with a ticketing tool such as Remedy or ServiceNow.

Familiarity with macOS

Required Business Capabilities

Excellent written and verbal communication skills.

Ability to tailor communication style to fit the audience and situation.

Polished, mature, confident phone support skills.

Commitment to delivering to the client within the boundaries of policies and procedures as they exist in a highly regulated industry such as Financial Services.

Willingness to 'own' and be accountable for problems until satisfactorily resolved.

Ability to perform effectively in a high pressure situations when faced with urgent issues or distressed customers.

Ability to multi-task and prioritize with minimal supervision.

Ability to balance high volume productivity demands against high quality demands in the
form of first call resolutions.

Possess a Continuous Improvement mindset by viewing current processes and procedures as opportunities for enhancement, tuning and improvement.

Appreciation for different cultures and diverse points of view in the work place

Desired Experience

University degree in computer science or engineering, or equivalent work experience.

Experience providing technology support to a global customer.

Experience working as part of a global Technology support team