Jr. Support Analyst

Job Description

The Junior Support Analyst is a hands-on technical resource who provides L1 support for our enterprise customers The Junior Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals They will also be responsible for responding to, documenting, and resolving support tickets in a timely manner according to SLA The IT Jr Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members Primary function will be to answer support tickets and assist with whatever technical issues the client may be facing and connect via remote logon to resolve technical issues The candidate will need to have in-depth knowledge of hardware and software systems, high-level interpersonal skills, and the ability to solve complex IT issues Ultimately, a top-notch Jr Support Analyst can easily identify and solve technical issues on-site and via remote access with strong communication and strong willingness to learn new technologies Duties and Responsibilities Responding to technical support tickets; Talking directly to the customer to determine the nature of the technical issue; Connecting to the customer s computer system via remote access; Identifying the nature of the hardware, software, or networking issue; Providing the customer with resolution choices; Installing new hardware systems, software upgrades or networking cables; Fixing any software or hardware issues; Providing minor technical or operational training; Completing IT support logs; Provide exceptional customer service via phone and email as appropriate; Maintain ownership for the resolution of complex technical problems; Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention; Able to analyze production issues from the business and application/code perspective and outlines corrective actions; Follow the standard workflow defined for each of our customers; Resolve helpdesk issues in a timely manner based on incident priority and SLA requirements; Update documentation as required to support future issue resolution; Create detailed records leveraging the Meridian Support Portal; Follow the standard customer onboarding process; Ensure optimal service transition by proactively working with other teams within our organization; Contribute in meeting various SLA s and KPI s to ensure assigned tasks are completed on time and the delivery timelines meet the quality targets of the organization; Ready to work in US Shift and over weekend support model; Responsible for clear and timely communication to multiple stakeholder groups as required for incident management; Escalate the incidents to L2/L3 if not resolvable by L1; Participate in customer meetings if required; Send concise information to the Technical Manager during service interruptions; Should be confident to work directly and independent with Site and business; Perform other duties as assigned. Qualifications and Requirements Degree in Computer Science or any other related field; Technical knowledge is required; Microsoft Office 2007 to 2013; Linux, Windows 7, Windows 8, Windows 10, XP and Vista; Windows Server 2003 and 2008 and 2012; Excellent verbal and written communication; Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner; Excellent organizational skills ability to prioritize, manage, multi-task, and execute projects cross-functionally; Able to apply non-linear and logical thinking to problem-solving; Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario; Should be able to work in rotational shifts.