Technical Support Analyst
Current•Proficient in troubleshooting hardware and software issues on various platforms, including Windows, Linux, Server and macOS.•Working in accordance with the SLA agreement and meeting the commitments.• Skilled in providing technical support via phone, email, and remote assistance tools to diagnose and resolve user problems efficiently.•Managing and prioritizing service requests using ticketing systems like AutoTask and ConnectWise to ensure timely resolution.•Configuring and maintaining network infrastructure, including routers, switches, and firewalls, to ensure seamless connectivity.•Strong understanding of networking concepts and protocols, including TCP/IP, DNS, DHCP, VLANs, routing, and switching, to diagnose and resolve network-related issues.•Familiar with cloud platforms such as AWS and Azure and capable of troubleshooting issues related to cloud services.•Performing system administration tasks such as user account management, software installations, and system configurations to maintain optimal performance and security.•Configuring new and existing computers with the required software, network drives, and printers.•Creating and maintaing documentation, including knowledge base articles, user guides, and troubleshooting procedures, to assist users and colleagues in resolving common issues independently.•Meeting Key Performance Indicators (KPIs), including schedule adherence, first contact resolution, quality assurance, and exceptional customer service.
