Technology Support Analyst Lead
Job Summary
As a full-time remote Technology Support Analyst Lead, the candidate will manage high-quality technical support delivery, serve as an escalation point for complex issues, and ensure efficient resolution while maintaining exceptional customer service standards.
Key Responsibilities
- Act as an escalation point for complex technical issues, ensuring timely and accurate resolution
- Provide multi-channel support through phone and ticketing platforms, maintaining quality and responsiveness
- Create, document, track, and resolve incidents using ITSM tools like ServiceNow
Required Qualifications
- Proven experience in Service Desk or IT Support in a professional environment
- Strong background in handling phone-based technical support
- Familiarity with ticketing systems, preferably ServiceNow
- Solid understanding of IT fundamentals, including hardware, software, and networking
- Minimum of 4 years of related business or functional experience, or an equivalent combination of education and experience
Complete Job Description
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