Vacancy expired!
Genuent is hiring a Technical Analyst for our direct client in Houston, TX. Qualified candidate should send their resume (Word format) to Mark Ahrenholtz at Mahrenholtz@genuent.com Technical AnalystEssential Functions
- IT Support relating to technical issues involving Microsoft's core business applications and operating systems
- Support of disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Kaseya and other tools
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in ConnectWise
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Perform other duties as required and/or assigned.
- Employee must be able to perform essential functions of the job with or without reasonable accommodation.
- This employer will not sponsor applicants with work visas
- Additional Duties and Responsibilities
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the CSRs to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in ConnectWise as it occurs
- Enter all work as service tickets into ConnectWise
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization's key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
Vacancy expired!