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Technical Support Analyst (Help Desk)

Company

Anuview
Address , Chandler
Employment type FULL_TIME
Salary
Expires 2023-10-14
Posted at 8 months ago
Job Description
Summary:
Duties & Responsibilities:
VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer’s most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.
We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.
Job Summary:
We are seeking a Technical Support Analyst (Help Desk) who possesses a passion for providing quality customer service and strong communication skills. This role will provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They will be responsible for responding to VIAVI staff, via phone and e-mail. All interactions are to be tracked using our IT ticketing system, Service Now.
Responsibilities:
  • Identify and escalate situations requiring urgent attention.
  • Other duties as assigned.
  • Serve as the first point of contact for VIAVI staff seeking technical assistance.
  • Diagnose and resolve basic technical hardware and software issues in a primarily Microsoft Windows based environment
  • Make Active Directory and O365 account updates as approved.
  • Utilize provided knowledge articles to resolve issues.
  • Effectively advise and assist VIAVI staff on appropriate action to address their concerns.
  • Maintain the highest possible level of customer service.
  • Direct unresolved issues to the next level of support personnel.
  • Provide remote IT support using tools such as LogMeIn and MS Teams.
  • Work with Help Desk management to create and maintain accurate knowledge articles for the team.
Pre-Requisites / Skills / Experience Requirements:
Qualifications:
  • Ability to follow formal procedures in a professional manner
  • Ticketing Experience preferred – Service Now or equivalent systems
  • Ability to learn quickly
  • Bachelor’s Degree preferred; or relevant equivalent experience
  • Strong verbal and written communication skills
  • Provide best-in-class customer service to all levels of the organization
If you have what it takes to push boundaries and seize opportunities, apply to join our team today.
VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.