Description

Provide senior-level technical support and oversight for information systems and infrastructure in a complex environment.

Responsibilities

• Deliver level 2 and 3 support for IT applications, products, services, and peripherals.
• Configure, install, and secure computer hardware, software, and servers.
• Perform root cause analysis for on-call escalations and resolve tickets within agreed SLAs.
• Manage physical stock inventory and update technical documentation and tracking systems.
• Provide guidance on non-routine procedures and coach junior analysts.

Required Skills

• 5+ years of experience in technical support roles.
• Advanced experience implementing, configuring, and supporting Windows-based computers.
• Hands-on experience supporting servers and network technology.
• Proven ability to perform Root Cause Analysis.
• Experience managing IT Escalations and meeting SLA requirements.
• Focus on driving CSAT through first-call resolution.
• Ability to work on-site in Carlsbad, CA.

Preferred Skills

• Experience with knowledge base management and technical documentation.

Key Skills

Education

ANY GRADUATE