Product Support Analyst - Evening Shift - Maintenance Monitoring Center - Lower Manhattan, NY
$44,720–$44,720 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Monitor email and phone communication to promptly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies. Perform real-time data analytics for all facilities to quickly identify issues, issue timely alerts, and ensure proper resolution and documentation. Use available tools to ascertain root causes, handle problem recognition, research, isolation, and resolution, while escalating complex problems to supervisors. Log and track calls, maintain history records, and collaborate with development, deployment, and field support teams to maintain contractual customer performance requirements. Identify trends and recommend enhancements to improve Key Performance Indicators as instructed by management.
Required Qualifications
- Outstanding verbal and written communication skills
- High school diploma or general education degree (GED)
- One Help Desk System or equivalent help desk tracking software
- Basic MS Office Software Experience, specifically – Excel, Word, Teams
- Attention to detail both in communications and monitoring requirements for production systems
Desired Qualifications
- post High School education in a technical or analytical field
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