Sr. Technical Analyst
New York, NY

Job Description

Responsibilities

Job Summary:

The Sr. Technical Analyst is a passionate, enthusiastic, and an outgoing individual who has a drive to succeed and is excited about customer service. This person is part of the Client Services organization providing L1 & L2 technical expertise and will take ownership of all walk ups, tickets or calls routed to them from internal contact sources or customers. The Sr. Technical Analyst will be required to perform a higher level of technical analysis and will work these tickets to resolution or route to the appropriate resolution group. This individual will be part of an onsite support team that delivers exceptional service experience by serving as a point of contact for customers seeking technical assistance via call center, tickets & walkups.

Responsibilities:

* Support of C-level executives with their technology needs and coordinates with other teams in Technology to fulfill requirements with utmost urgency, professionalism, and care.
* Provide on-site coverage during normal business hours as well as on call support which could occur before or after normal working hours, subject to the travel schedule of company executives across multiple time zones.
* Perform installation, configuration, and upgrade of desktop, mobile, telecom, network and video conferencing system hardware and software.
* Identify and implement procedures to limit downtime and maintain a stable technology environment for key company executives. Documents processes and monitors systems.
* Apply advanced diagnostics techniques to identify problems and implement solutions.
* Respond promptly to key business executive requests and incidents resolving them in a timely, accurate, and process-oriented manner to meet expectations.
* Escalate technical problems not readily resolved to the appropriate vendor/internal resources.
* Maintain knowledge base of relevant hardware and software applications.
* Maintain absolute confidentiality given sensitivity of C-level/ executive context.
* Participate in cross training and support of virtual teams.
* Evaluate the configuration of computers and software and leads in new releases.

Qualifications/Requirements

3+ years of progressive IT experience with at least 1 year providing executive/ C-Level support (Bachelor's or Associates degree in Computer Science or Information Systems or equivalent work experience).

Advanced knowledge and in-depth proficiency with Office productivity software, including Outlook, Active Directory, iOS, Android, Windows and Mac operating systems.

Experience supporting desktop, Mac, tablet, smartphone, network and telecom hardware.

Demonstrated ability to diagnose, repair and solve for desktops, network and telecom devices, mobile devices, printers, software and hardware related problems.

Experience is training clients on how to use productivity tools.

Business-formal attire required

Able to move or lift 50lbs.

Able to work 24/7 to provide phone and in person support, travel as needed on a short notice and occasionally out of state.

Ability to handle multiple tasks and projects simultaneously, working independently and as part of a team in a collaborative manner.

Must demonstrate strong skills in the areas of analysis, organization and escalation.

Excellent communication skills. Able to clearly & succinctly communicate actions and/or next steps.

Highly customer focused and very responsive. Listens, understands and acts.

Takes accountability for action items and requests even though including with requests outside of his/her direct control, following up and leaving nothing to chance.

Desired Characteristics

Mission critical support environment experience.

Media and Entertainment industry experience.

Microsoft, Dell, or Apple certified a plus.

Strong analytical and problem-solving skills.

Strong knowledge of mobile technologies.

Excellent, Customer-service/interpersonal skills, and professional presence due to exposure to senior-level executives.

Able to effectively communicate technical information to technical and non-technical personnel.

Passionate and self-driven about staying current with technology changes.

Able to interact with other colleagues at all levels in the coordination of day-to-day activities.