Digital Support Analyst
On-siteSan Antonio, Texas, United States
Job Summary
Diagnose and triage hardware and software issues across core communication equipment at digital displays, data centers, and throughout the network. Verify and reproduce system issues through log file analysis, error correlation, and data analysis. Document system incident outcomes and prioritize escalated issues in the online incident and service tracking system. Support market technicians, electricians, contractors, and LED manufacturers in identifying faults, diagnosing network issues, and collaborating towards the rapid resolution of outages and failures. Work closely with internal Digital Support Engineers to implement timely workarounds and fixes, verify their effectiveness, and coordinate their delivery. Respond with a great sense of urgency to demanding deadlines in a fast-paced environment; identify opportunities for improvement for all incidents and problems; follow internal processes with a high level of detail. Document incident outcomes, resolution methods, and relevant notes for future reference in the ServiceNow incident management and ticketing system. Occasional business travel, less than 10%.
Required Qualifications
- Bachelor's degree preferred, or equivalent combination of education, training, experience, or military experience
- Familiarity with Windows O/S for tier 1 diagnostics (performance monitoring)
- TCP/IP and fundamental networking knowledge
- Local and wide area networking skills
- Ability to quickly adapt to new technologies and thrive in a dynamic, fast-evolving team and technology environment as a flexible self-starter
- Self-starter with a diligent work ethic and demonstrated flexibility
- Skilled at managing multiple tasks while maintaining composure under pressure
- Strong problem-solving skills, able to quickly identify issues and implement effective solutions
- Proactively engage with team members and industry best practices to foster personal and professional growth
- Possess excellent organizational skills with strong follow-through on commitments
- Adapt seamlessly to change and actively seek continuous improvement, setting an example for fellow team members
- Demonstrate a strong commitment to the integrity of your work, reflected in clear, concise communication and a genuine empathy for business stakeholders
- Attention to Detail: Working in a conscientious, consistent and thorough manner
- Client Focus: Providing service excellence to internal and/or external clients
- Collaborating with Others: Working together with others in a cooperative and supportive manner to achieve shared goals
- IT Support Troubleshooting: Identifying system problems and determining the solutions needed to address them
- Professionalism: Treating others with honesty, respect and consideration; performing work in a reliable and conscientious manner
- Problem Solving: Identifying problems and the solutions to them
- The demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Employee must have the ability to sit and/or stand at a desk for a minimum of 8 hours a day and complete tasks requiring repetitive use of hands
- Employee must have the ability to see written documents, computer screens and to adjust focus
- Employee must have the ability to see written documents and computer screens, and to adjust focus
- Occasional business travel, less than 10%
- Location San Antonio, TX: 4830 North Loop 1604 West, Suite 111, 78249
- Position Type Regular
Desired Qualifications
- Bachelor's degree preferred, or equivalent combination of education, training, experience, or military experience
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