Technical Support Analyst Tier 1

Sobo | Atlanta, GA, United States

Posted Date 1/23/2023
Description

 

Job Description

A Tier 1 Technical Support Analyst is an IT professional developing skills to support clients with their existing technology needs. This includes troubleshooting and resolving complex technical issues, implementing and maintaining system and network configurations, and assisting other Tier 1, 2 and 3 support technicians on the service desk. The Tier 1 Technical Support Analyst will resolve or escalate support tickets appropriately and follow up to learn and develop competencies while working closely with other teams to ensure prompt and effective resolution of issues. They may also be responsible for identifying and reporting performance bottlenecks and potential system improvements to increase efficiency and reliability. They should have knowledge of MS Windows operating systems, Office 365, networks, and basic IT infrastructure. In addition to working in the office and remote from home, this role can also include frequently working from the client's place of business adhering to a regular schedule of on-prem support. MSP background and experience with the Connectwise platform strongly preferred.

 

Values

Sobo is a brand portfolio of companies on a mission to help determined owners build more profitable companies.

Our shared values are centered around helping emerging businesses adapt and thrive.  We have a big heart for small to mid-sized businesses & their owners.

To be successful in this role you will either have or aspire to possess the following values:

People First

We recognize who we serve and why we exist, and we approach all that we do from the other’s perspective. 

Find The Solution

We believe that there is always a workable solution to every business challenge, and we don’t shy away from the hard work that it takes to get there. 

Do The Right Thing

We believe you should love your neighbor as you love yourself.  When faced with a tough decision, we’ll take the loss before our client does.  

 

Position Responsibilities

  • Troubleshooting technical issues and incidents, remotely and on-site as needed, escalating when necessary
  • Resolving IT support tickets using the Connectwise platform
  • Achieving Helpdesk KPI goals and honoring service level agreements and standards  
  • Identifying and reporting performance issues and bottlenecks to Tier II & III
  • Troubleshooting and maintaining computer, server and network configurations
  • Collaborating with other teams, departments and technicians to achieve team objectives
  • Continually develop technology and industry knowledge pertaining to internal and end user systems and environments
  • Participating in on-call rotation for after-hours and weekend support
  • Documenting technical issues and resolutions in a clear and concise manner
  • Managing and monitoring network and system performance, identifying potential issues and taking pro-active steps to prevent downtime.
  • Participating in incident management and problem management processes.
  • Operate on-premise at client's place of business on a regular schedule when applicable

 

 

Other Daily Tasks Include

  • Daily time entry and documentation of all activity in Connectwise timesheets
  • Goal setting to reach KPI objectives with absolute accountability
  • Bring value to meetings by discussing objectives, progress and roadblocks to contribute to the plan of action
  • Team player attitude expressing humility, ambition, and emotional intelligence to overcome obstacles and improve efficiency on the team
  • Participate in audits or database maintenance as needed to maintain best practices at keeping knowledgebase and CRM up to date and concise
  • Observe and document areas of improvement that would benefit our clients and coordinate with respective account managers to develop pro-active solutions for clients

 

Note: The above list is not exhaustive and the specific daily duties may vary.

 

Competencies

 

  1. Technical Knowledge: A strong understanding of Windows OS, Active Directory, Office 365, networking, and IT infrastructure, as well as experience with tools commonly used in the industry.
  2. Problem-Solving and Analytical Skills: The ability to troubleshoot and resolve complex technical issues, identify and resolve performance bottlenecks, and implement system improvements to increase efficiency and reliability.
  3. Strong Communication Skills: The ability to effectively communicate with technical and non-technical stakeholders, including providing clear and concise explanations of technical issues and resolutions to clients.
  4. Strong Time Management and Organizational Skills: The ability to prioritize and manage multiple tasks and projects simultaneously, and to meet tight deadlines.
  5. Strong Customer Service skills
  6. Familiarity with the ConnectWise platform is a plus.
  7. A willingness to learn and develop skill in common systems such as backups, email security, endpoint security, computer and server health is a must.
  8. Certifications in relevant technologies and systems, such as Microsoft, Cisco, VMWare, and ITIL are also desirable.

 

 

Education

Pursuant of a bachelor's degree in computer science or a related field, such as information technology or engineering, is preferred, or relevant work experience will be considered.

 

Experience

MSP related technical support experience preferred

Experience working on a technical support team utilizing a ticketing system

Salary40000.00 - 45000.00 Annual
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