Support Analyst II

Job description

Who we are:

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

Integrity, Humility, Ownership, Urgency, Service.

What the role is:

Support Analyst II

Level: Mid-Level

Reports To: Service Operations Manager

Basic Scope and Function:

The primary objective of the Support Analyst II is to address and resolve support client requests via ticket, email, phone and in person at the client's location. The goals are to resolve as many tickets as completely as possible. For field appointments, the goals are to complete the task at hand as efficiently as possible and with as minimal impact to the client as possible.

Knowledge, Skills and Abilities (KSAs) Required:

• Strong problem-solving skills, firm understanding of how to properly troubleshoot problems.
• Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
• Strong communication skills, both verbal and written.
• Ability to ask qualifying questions to produce the optimal result.
• Strong familiarity with Windows desktop operating systems.
• Strong familiarity with Microsoft Office suite of application.
• Experience with Mac OS and iOS is preferred, but not required.
• Basic understanding of networking concepts.
• Familiarity with Windows server operating systems are a big plus.
• Familiarity with RMM tools is a plus, but not required.
• Strong organizational, operational and inter-personal skills.
• Assertive, customer-oriented and task-driven attitude.
• Reliable personal transportation for use in traveling to clients' offices is essential.

Minimum Experience and Education Required:

• Prefer a minimum of 2 years real world IT experience.
• No College Education or Certifications Required

Supervisory/Managerial Experience and Responsibility:

• No supervisory or managerial experience required.
• No supervisory or managerial duties in this role.

Work Environment:

Work is primarily performed in standard office environments. Client environments may vary. May be exposed to moderate noise levels from machinery. Work involves operation of personal computer equipment for 8 hours or more daily.

Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Duties may also involve stooping, kneeling, crawling, reaching and moving of equipment in order to install or check the installations of network devices and cabling. Travel to various worksites may be required.

Physical Requirements:

• Sitting
• Standing
• Moving of self
• Moving of equipment
• Communicating
• Visual acuity ford driving and computer work
• Kneeling
• Crawling
• Reaching
• Stooping
• Lifting
• Pulling