Technical Support Analyst

The Technical Support Specialist is responsible for enhancing technical support service reliability, monitoring systems, and driving continuous improvement initiatives. The role implements strategic initiatives to enhance the customer service experience and ensure a seamless and efficient support ecosystem. They resolve problem tickets, conduct software license compliance, and manage incidents for critical services, providing technical expertise and proposing solutions. Job Responsibilities: * Maintains high customer service standards and effective relationships with key stakeholders, demonstrating extensive knowledge of the business, industry, and the customers. * Provides resolution for problem tickets, identifies root causes, and conducts software license compliance and auditing when necessary. * Troubleshoots system and network problems, software faults or hardware complications and provides appropriate solutions to resolve complex IT issues. * Manages incidents for critical services, diagnoses and troubleshoots existing systems, addresses technical queries, and proposes appropriate solutions for resolving issues. * Provides subject matter expertise, training and technical assistance to Desktop peers, project teams, and other IT teams. * Drives technical and quality improvements across incident and knowledge management processes, owns Key Performance Indicators (Service Targets, Customer satisfaction, etc.) and seeks operations support improvement. * Provides recommendations for new and upgraded technologies by analyzing the industry trends and ensures increased efficiency and effectiveness of the IT systems and processes. * Supports systems integration testing and user acceptance testing, offering valuable insights for a seamless testing process. * Conducts research to enhance service reliability and performance, establishing documented standard operating procedures for escalating complex unresolved issues. * Monitors systems, hardware, and software using various tools and technologies, driving continuous improvement initiatives. * Leads strategic planning and execution of Disaster Recovery tests, ensuring preparedness and resilience in critical scenarios.

5+ years of L2 Tech Support/Help Desk experience Strong technical experience with end to end troubleshooting Strong proficiency with O365 platform troubleshooting with a heavy focus on Outlook, Teams, & Excel Industry experience within Insurance/Financial Services InTune/Jamf administration experience including deployment & enrollment packages CompTIA A+ Certification