Technical Support Analyst

responsibilities :

• Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication skills.
• Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify the root cause and quickly determine the resolution in a 24x7 operating environment.
• Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and / or team. Respond to incidents, requests for service, and questions within required response times.
• Participate in call handling according to assigned skills and schedules as directed by leadership.
• Troubleshoot and repair hardware and software issues on multiple operating systems.
• Provide on-site and remote technical support using administrative tools for desktops, operating systems, software, hardware, printers, and peripherals
• Assist in system upgrades and maintenance, including, but not limited to, add and / or remove the memory, hard drives, video cards, and power supplies
• Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes.
• Deploy software and system images for multiple OS and hardware standards.
• Follow Global Payments company policies, procedures, and standards, as aligned.
• Performs other responsibilities associated with this position as may be appropriate and assigned.
• Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

requirements-expected :

offered :

benefits :