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Technical Support Analyst Level 2 North Carolina

Company: Eclaro
Location: Raleigh
Posted on: September 16, 2023

Job Description:

Technical Support Analyst Level 2
Job Number: 23-02154

Work where innovation and creativity are rewarded. Eclaro is looking for a Technical Support Analyst Level 2 for our client in Raleigh, NC.

Eclaro's client's is one of the fastest growing technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals.

Position Overview:
An experienced level position, the Technical Support Analyst Level II provides advanced level support in troubleshooting and supporting Desktops, Laptops, mobile devices and printers. accurately logs calls and tracks to resolution, providing excellent customer and technical support in the prompt completion of SLA tickets.
Images and provisions new hire workstations and mobile devices and delivers new hire orientations according to schedule.
Prioritizes daily work load with projects, ensuring SLA ticket compliance.

Acts as a technical escalation point for Level 1 Technical Analysts, overseeing inter team escalations and ensuring the incident to completion.
Coordinates with other IT units to resolve problems.
Assists Network Infrastructure team as required and for skill development, notifying Service Desk Supervisor whenever work is to be performed.
Ensures workstation and mobile device retrieval, re-allocation and e-waste disposal according to established policy.
Deploys, configures, troubleshoots and maintains users' hardware and software.
Responds to inquiries and requests from users as escalated through the support process, in a timely manner.
Identifies complex problems, troubleshoots and provides solutions to assist users.
Supports other IT Units in communicating information to users regarding outages, planned IT changes and status updates.
Assists in training, trouble shooting and further developing Level 1 Analysts skills.
Completes all assigned individual, team and department projects in a timely and complete fashion.
Firewall Administration

Required Skills:
Knowledge and skills in one or more areas of network telecommunication, system administration, systems analysis, design and database management in terms of concepts, techniques and operating principles
Depending upon the operational needs of the department, advanced to expert-level of knowledge and skills in the following areas: Windows Workstation and Server
Windows and other operating systems
Hardware and mobile devices
Local Area Network (LAN) and remote access troubleshooting
Network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture
Microsoft Office Suite software, third party systems accessed software via desktop client or web-based client
Internet technology
Intermediate-level ability to operate, install, maintain, configure and troubleshoot
Highly technical computers, local and wide area network equipment, servers, and printers.
Moderate-level of project management skills.
Ability to maintain effective working relationships with those contacted in the course of work
Ability to efficiently manage time and organize work.
Ability to communicate clearly, verbal and written.
Ability to maintain a customer focus in providing technology services

Associate's degree in Information Technology or related field, or a combination of completed college-level coursework and experience
Industry specific certification; 5 years of related experience.

If interested, you may contact:
Henry Zuniga
Henry Zuniga - LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Keywords: Eclaro, Raleigh , Technical Support Analyst Level 2 North Carolina, Professions , Raleigh, North Carolina

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