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Global Tech Support

Job ID: 24-03264
Job Title: Global Tech Support Analyst
Location: Santa Monica, CA 90404 (Hybrid)
Duration: 6 months
Contract Type: W2 only
Pay Rate: $18.65/Hour
 
Duties:
  • The Global Tech Support Analyst is a member of the Client’s Global Service Desk that provides frontline support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised.
  • The Global Tech Support Analyst documents, communicates, tracks, and monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level Agreements. Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.
 
Responsibilities:
  • Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email.
  • Interprets, analyses, researches and resolves simple to moderately complex inquiries
  • Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
  • Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.
  • Research, resolve, and respond to all calls, emails, chats, callbacks, and SelfService requests in a professional and timely manner in accordance to established guidelines and procedures
  • Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
  • Support, maintain, and train users on mobile handheld devices
  • Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.
  • Support multiple locations and remote users via remote tools
  • Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team resources
 
Required Skills:
  • 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
  • Must have a good understanding of personal computers, printers and peripherals
  • Must have a good understanding of Microsoft PC operating systems
  • Must have excellent telephone, listening and communication skills
  • Familiar with various elements of Information Technology infrastructure
  • Available to work flexible shifts that will include nights, holidays & weekends
  • Available to provide onsite support coverage at various client locations
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