Tidewater Eye Centers · 5 hours ago

Technical Support Analyst

Virginia Beach, VA

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Serve as the first point of contact for internal customers seeking technical assistance over the phone or email related to a broad range of technical issues.

Perform remote troubleshooting through diagnostic techniques and pertinent questions related to 1st to 3rd tier technical issues, including those related to applications, operating systems, hardware, networking, internet connectivity, servers, among other areas in a geographically disbursed environment.

Determine the best solution based on the issue and details provided by internal customers by asking the right questions to diagnose issues; update documentation related to issues resolved within the organization's knowledgebase for future use.

Report customer feedback and potential product requests to proper internal teams, direct unresolved issues to the proper point of escalation, and follow up with end users who have requested support to ensure their issues have been resolved.

Help create technical documentation and manuals to help expedite the issue resolution process for similar issues that arise in the future.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical troubleshootingApplications supportOperating systemsHardware supportMac O/SWindows O/STCP/IPVPNActive DirectoryGoogle MailSAPMS DynamicsGoogle SuiteLinuxCollaboration skills

Required

High School Diploma or equivalent required.

2 - 5 years of experience working in a progressive technical support capacity, with previous experience in solving simple to highly complex technical issues spanning multiple IT domains.

Strong understanding of applications, Mac / Windows O/S (Linux preferred, but not required), networking (routers, switches, LAN/WAN, wireless technology, TCP/IP, VPN's etc), servers (application, database, etc), hardware (laptops, printers, fax machines, peripherals, among others), email platforms and associated technology (Active Directory, Google Mail), ERP solutions (SAP, MS Dynamics) among others required.

Ability to work on multiple priorities and/or support cases simultaneously.

Ability to build positive and collaborative relationships inside and outside the organization.

Excellent listening and communication skills, both verbal and written.

Ability to complete tasks in both a professional and timely manner with minimal supervision.