Acumen Technology

Analyst

• Acts as a bridge between basic support and advanced troubleshooting, handling issues that Level 1 could not resolve.
• Possess a deeper technical knowledge, capable of diagnosing and resolving more complex software, hardware, and network problems.
• Work directly with users to provide solutions, escalating only the most intricate cases to Level 3 support.
• Assist in training or mentoring Level 1 staff.
• Maintain and update technical documentation, including user guides, troubleshooting steps, and system configurations.
• Be the voice of Acumen Technology to their clients, performing their jobs with excellent customer service and communication whether by phone or by email.
• Support core values and commit to always improving.
• Have fun working.
• Be serious about mastering technology. Areas like Windows 10/11, Azure and On-Prem Active Directory, Microsoft 365, Windows Server, and basic networking will be part of the day to day life.
• Be ready to handle a broad range of troubleshooting requirements, including those escalated by our front line support team.
• Maintain business efficiencies through detailed documentation, time keeping, communication, and an eye on the metrics.

Service Analyst II