Technical Support Analyst (Tier 1)
reputed company is a global community dedicated to keeping people safer everywhere through innovative technologies. They are seeking a Technical Support Analyst (Tier 1) who will reputed company first-level support to customers by troubleshooting technical issues and managing incident documentation to ensure a positive 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 resolution or escalation to Tier 2
- Communicate reputed company technical solutions reputed company and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment
- Act 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 client 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 track record of working independently and using critical thinking to find answers reputed company faced with unfamiliar technical hurdles
- Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings)
Benefits
- Referral Payment Plan
Company Overview