Technical Support Analyst

Job Description

Job Title

Technical Support Analyst

Operating Company

: Environmental Solutions Group – Soft-Pak

Location

: Remote

Reports to

: VP, Support Services

Department

Support Services

POSITION SUMMARY

The Technical Support Analyst will provide TIER I support to our customers and assist our Support Services Group as needed in a professional manner. Assist in the setup, configuration, and support of hardware/software.

ESSENTIAL JOB FUNCTIONS INCLUDE

• Assist the Support Services Group with troubleshooting and problem resolution.
• Assist in the installation and configuration of Soft-Pak’s software.
• Assist in the installation and configuration of 3rd party tools and utilities.
• Be available by cell if assistance is required by the Support Services Group or another department, outside of regular work hours.
• Create basic documentation for standard tasks that are performed regularly.
• Manage password updates and changes for our customers.
• Learn and assist with basic IBM Iseries issues
• Use proper departmental procedures for issue control, problem resolution, reporting and issue escalation in accordance with the Support Services Department procedures.
• Maintain and increase personal knowledge on applicable products and applications via training, documentation and personal research.

JOB SPECIFICATIONS

• Basic Windows, Microsoft, and PC troubleshooting skills are required.
• Excellent Customer Service and strong communication skills are preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

Ethics and Work Standards

Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication

Expresses thoughts clearly, both orally and in writing, using good...