Analyst II Infrastructure Services
Core
Resolving customer technical issues regarding software, hardware, and applications through diagnosis, troubleshooting, and guidance.
Role type
Junior IC technical support analyst
Builds
Resolved customer tickets and system fixes
Domain
IT Infrastructure Services
Deliverable
client delivery
Required skills
diagnosing and troubleshooting basic technical issues, providing step-by-step technical help (written and verbal), understanding computer systems and mobile devices, prioritizing customer problems, following escalation policies
Preferred skills
experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician
Responsibilities
Taking ownership of customer issues and responding to inquiries, assisting customers in resolving technical problems, researching and diagnosing system issues, logging and tracking inquiries using a ticketing tool, following up to ensure resolution within agreed timeframes, identifying and prioritizing customer complaints
