GSG Sr Support Analyst
New York, NY

Job Description

Position Summary:

The Senior Support Desk Analyst is responsible for providing our clients with 'best in class' service for any and all desktop-related issues they may have. The Senior Analyst will be supporting clients primarily over the phone and utilizing remote connection tools from one of the ECI offices, but may occasionally require some on-site assistance in the region. It is expected that the Senior Analyst has a great understanding of how to troubleshoot and resolve issues that occur with workstations and a true understanding of how they interact with other network and domain devices. Additionally, the Senior Analyst is responsible for escalation from other analysts and support for both VIP users and enterprise clients. The Senior Analyst should be the final technical escalation point for any and all remote desktop-related issues.

* Provides 'Best in class' service and support remotely from the office
* Maintains a high level of communication both written and verbal, which includes full ticket ownership, following up to ensure issues are resolved in their entirety, and the end user is satisfied
* Resolves end user issues and challenges through the form of tickets in the service desk queue
* Communicates with technical staff and escalate outstanding issues when required
* Identifies issues that cannot be resolved remotely in a quick and efficient fashion
* Documents time and notes in each ticket as the work is happening. At the end of each day, time entries will add up to the total time worked during the day
* Works with and follow up with vendors and partners concerning their product and service issues
* Using a strong attention to detail, identifies opportunities for improvement in client environments
* Builds rapport and elicit issue details from end users
* Troubleshoots and resolves issues following ECI standards and industry best practices
* Identifies issues and records issues and the full step by step resolution in the knowledgebase
* Performs other duties as assigned
* Maintains an ambitious attitude towards learning and training for products both ECI specific and industry wide.

Position Requirements:

* Certification preferred: A+, and one other technical certification (ie Net+, MCP)
* Certification preference: HDI, if not HDI certified then willing to obtain within 6 months
* College diploma or University degree in the field of Computer Science or equivalent
* 2+ years working in a support, service, or help desk role
* Willingness and ability to mentor and lead others
* Able to type a minimum of 45 wpm
* Knowledge of financial business level technologies
* Ability to pass the ECI Senior Analyst assessment
* Exceptional written and oral communication skills
* Strong documentation skills
* Ability to absorb and retain information quickly
* Ability to present ideas in user-friendly language
* Highly self-motivated and directed
* Sharp attention to detail
* Proven analytical and problem-solving abilities
* Capable of Multitasking in a high pace environment, effectively and efficiently.
* Exceptional customer service orientation
* Ability to demonstrate client sensitivity
* Experience working in a team-oriented, collaborative environment.
* Outstanding client services skills
* Ability to effectively prioritize and execute tasks in a high-pressure environment

Technical Requirements:

* Moderate windows server 2012/2016 administration
* Moderate networking (DHCP, DNS, Mail Transport, IP Troubleshooting, DFS)
* Troubleshooting VPN and Citrix including administration
* Experience Troubleshooting of: Exchange, O365, Active Directory, Group Policy.
* Experience troubleshooting networking issues including: TCP/IP, LAN/WAN, DHCP, DNS
* Microsoft Windows 7/8/10, Microsoft Office 2010-2016; installation, and configuration
* Android/iOS/Windows Mobile/Blackberry configuration and troubleshooting.
* Must have MDM Solutions (XenMobile, Airwatch, MobileIron)
* Virus and spyware removal
* Experience with Phishing attempts (SPF)
* Troubleshooting Desktops/Laptops/Mobile devices/Printers/Fax Machines/Scanners/Copiers

Working Conditions:

* Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)
* Ability to be flexible and successfully respond to multiple work pressures
* Willing to work extra hours as needed; including late nights and weekends
* Sitting or standing for extended periods of time
* Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components

Performance Metrics:

* Personal CSAT score average above minimum global standards
* No ticket in queue over 20 days
* Documentation maintained in accordance to global standards
* Time tracking in accordance to global standards
* Tickets escalated in under 60 mins of work if not resolved
* Utilization above 50%
* Minimum one KB article written per week

We offer competitive salaries and our generous benefits package includes health and dental insurance at great employee rates, life insurance, short/long term disability, paid time off and holidays, a 401K plan and performance incentives. Come work for the leader in cutting edge technology and see for yourself how we value our clients and employees alike.

ECI is an equal opportunity employer. In accordance with anti-discrimination laws, ECI prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. ECI conforms to the spirit as well as to the letter of all applicable laws and regulations.