The primary mission for the Analyst is to respond to complex client inquiries, perform routine maintenance tasks, resolve customer issues, and escalate matters to an Engineer when necessary. The Analyst will troubleshoot new issues requiring in depth analysis and testing. Additional duties will include assisting in creation and verification of support resources, as well as working with members of the TechOps team to engage in project work.
The Analyst will be assigned a shift during the normal operating hours between 8AM and 8PM Eastern, but some off-hours work may be required at times. There will be periods of on-call duty to deal with support issues outside of normal business hours.
The TechOps Analyst will:
Collaborate with other members of the TechOps team.
Utilize a variety of tools and resources to answer client inquiries.
Assess technical issues and provide Tier 2 resolutions. Escalate higher level issue to an Engineer.
Contribute to the documentation library used by all technicians.
Perform maintenance tasks on client systems.
Possess an understanding of supported software packages and develop an awareness of their full features.
Accurately document all customer interactions and work performed.
Required Skills and Education:
A strong attention to detail
Strong technical background
Operational knowledge of both Linux and Windows operating systems
Knowledge of troubleshooting and problem diagnosis
Excellent communication skills (both oral and written)
Must have the ability to multi-task and prioritize tasks according to urgency and importance while remaining calm and focused
Customer Service experience
Technical writing experience
Intermediate knowledge of Network Infrastructure.
Intermediate knowledge of Regular Expressions
Advanced knowledge of Linux and Windows environments.
Experience in operating in a ticket-based support system.
Preference will be given to Splunk Certified Administrators.
October 1, 2019