Support Center Analyst (Hybrid Work Model)
Sentry
Salary
💰 $1,500 - $2,000 per month
Job Level
JuniorMid-Level
About the role
- Provide assistance to the helpdesk team on triage and prioritizing of all new tickets received to the business queue helpdesk.
- Answer calls from the main service desk help call queue and create new tickets as needed.
- Work from the Level 2 helpdesk priority queue to resolve client issues at a level 2 knowledge standpoint.
- Provide support assistance with inter-helpdesk escalations from level 1 technicians.
- Maintain documentation and configurations for clients as tickets are resolved.
- Maintain standard operating procedures for helpdesk support.
- Perform other related duties as assigned.
- Maintain office cleanliness and order.
- Assist in mentorship opportunities with lower-level technicians when possible.
Requirements
- Good interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Advanced knowledge of Microsoft Office Suite or related software.
- Advanced PC troubleshooting knowledge.
- Advanced network troubleshooting knowledge.
- Advanced knowledge of server policies and Active Directory.
- Working knowledge of at least 2 of: Cisco, Meraki, ASA, Fortinet, Sonicwall, Ubiquity.
- High school diploma or equivalent required.
- Associate degree in applied sciences (preferred).
- CompTIA, C+, N+ certifications preferred.
- At least 2 years of helpdesk or IT support experience (application requires confirmation).
