Senior Support Analyst
Job Summary
Seeking a self-motivated Senior Support Analyst for a full-time remote position, who will provide first-level technical support and basic security triage for employees, ensuring compliance and resolving issues related to applications, hardware, and software.
Key responsibilities
- Drive toward resolving at least 85% of incoming incidents on first contact while maintaining security protocols
- Deliver accurate and timely solutions to achieve a Customer Satisfaction (CSAT) score of 4.5 or higher
- Identify root causes of recurring issues and propose long-term fixes or self-service opportunities
Required qualifications
- Minimum of 5 years of customer-facing experience, preferably in phone-based technical support
- Technical degree (Associate's or higher) in Computer Science/IS or relevant IT certification (e.g., CompTIA A+, Network+, Security+)
- Foundational understanding of identity and access management and endpoint security principles
- Proficiency with Windows Operating Systems, Google Workspace, and Microsoft Office suite
- Hands-on experience troubleshooting PC hardware and network connectivity issues
Complete Job Description
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