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Menlo · 3 months ago

Technical Escalation Analyst

Kansas City,MO,US

Full-time

Onsite

Entry, Mid Level

2+ years exp

Menlo is a rapidly expanding company dedicated to enhancing education and communities. They are seeking a Technical Escalation Analyst who will ensure the smooth resolution of complex technical issues and customer concerns while collaborating with various internal teams to maintain high service levels.

Information TechnologySoftwareTechnical Support

H1B Sponsor Likely

Responsibilities

Handle escalated cases from our frontline support team and provide timely and effective solutions to meet our client's needs

Collaborate closely with various internal teams, including technical support, operations, and account management, to ensure customer satisfaction and maintain high service levels

Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy

Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services

Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution

Recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low

Create and maintain detailed documentation for system configurations and processes

Qualification

Technical supportNetworking conceptsMSP experienceWeb filtering supportRemote desktop support

Required

Strong knowledge of high-quality end-user technical support, related to enterprise software and hardware

Understanding of networking concepts and protocols: TCP/IP, DHCP, DNS

2 years experience in an MSP environment

Preferred

Preferred experience supporting web filtering, network printing, VoIP, group licensing, remote desktop support, Google Workspace for Education, and device imaging

Company

Menlo

Glassdoor3.4

Menlo is an IT company that offers technology products and solutions to schools and civic organizations.

Founded in 2010

Kansas City, Missouri, USA

51-200 employees

http://www.menloinc.com

H1B Sponsorship

Menlo has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2020 (1)