APSI is looking for a qualified Support Analyst to provide personalised, friendly support to our organisation. This individual will help oversee the daily operations of assisting our clients and resolving issues around their technical challenges. This candidate would be self-motivated and expected to have a mindset of always improving, enhancing, and building efficient workflows. This person would ideally have excellent communication and organisation skills with attention to detail to maintain high quality results. This role will require travel between 2 sites in Waterford.
Daily Responsibilities Include
- Troubleshoot and resolve technical issues and requests with our products and services.
- Review and monitor ticket dashboards to ensure metrics and service levels are met.
- Inventory, management, and deployment of hardware to company locations.
- Management of user accounts and applying best practices and security strategies.
- Provide global remote access support for Virtual Desktops, Windows, and Mac systems.
- Follow set policies and procedures when assisting clients to ensure proper handling of requests.
- Continually contribute documentation and update information to maintain our knowledge-base with SOP’s and training manuals for support.
- Maintain a professional attitude and provide excellent customer service at all times, maintaining an excellent work ethic and assisting other team members when needed.
Essential Skills
- Technical and working expertise with productivity applications and collaboration tools like Microsoft 365, RingCentral, Video Conferencing, Teams, Slack, Exchange,OneDrive, SharePoint, etc.
- Working applied knowledge of Active Directory, or other AD tools.
- Experience with ticketing systems and workflows such as Jira Service Desk.
- Proficient in working with Windows, MacOS, iOS and Android mobile platforms.
- Experience with remote support tools like Bomgar to provide live assistance to users.
- Excellent researching skills to find solutions and develop personal and team knowledge.
- Strong ability to listen and communicate effectively with customers of all levels.
Requirements
- Associates orBachelor’s degree preferred or equivalent work experience in related field.
- At least 3+ years in a technical customer support role.
