Client Support Analyst II
On-siteMacon, Georgia, United States
Macon, Georgia, United StatesOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Monitor ticket gateway and designated queues, document all activities and projects daily, and handoff in-progress tickets before each shift ends. Resolve escalations from Level I team as assigned, create or update IT Glue articles with new customer findings, and assist with ISP and vendor calls for downed services. Build client rapport during onsite assignments involving in-person troubleshooting and walkthroughs, with travel up to 25–50% when assigned. Maintain established SLA requirements for calls and tickets while submitting weekly timesheets by Friday. Be available for on-call weeks and company-wide outage responses.
Required Qualifications
- Travel up to 25–50% when assigned
- Ability to handle equipment, talk, hear, read, and write
- Ability to interpret documents
- Occasionally lift and move objects up to 25 pounds
- Ticketing software: Incident management and time tracking
- Remote support: Running scripts and pushing approved actions
- Active Directory: Strong knowledge of domain controllers, group policy, and security groups
- Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support
- Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers
- Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues
- Strong knowledge of AzureAD and Microsoft 365
- Microsoft Servers and network equipment: Installation, troubleshooting, and training
- Proficiency with central repository for project documentation
- Strong understanding of technical infrastructure (servers, networks, applications) for client assignments
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