Support Analyst Jobs

Our client, a pioneer in the health industry, is looking to hire a Support Analyst to join their team remotely.

• This opening is a year long contract position, with the opportunity for extension or conversion

This Support Analyst will be responsible for overseeing telecommunications and configurations of the Nortel and Cisco phones for an upcoming transition and providing troubleshooting support to users day to day.
Responsibilities

• Researches and develops testing solutions to complicated issues, documenting the resolutions then presenting findings
• Manages current queues and defines new queues to insure accurate categorization and assignment of issues
• Supports the development and implementation of Service Desk standards, follows processes and systems in place to deliver consistent high quality customer service
• Maintains and report on individual and team metrics on ServiceNow and maintains service knowledgebase

Desired Skills & Experience

• Strong knowledge of hardware and software troubleshooting solutions
• Knowledge of support databases and call tracking systems
• Strong knowledge of IP based solutions
• Must be proficient with Cisco Unity Connection, Nortel Option 11 / CS1000, or Nortel SL100 / CS2100

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.
Posted By: Danielle Leung