Join a Global Team: Customer Support Analyst II Position Available

10/05/2024

2 minutes read

Position: Customer Support Analyst II
Location: Home Working, Netherlands; Romania – Home Working; Home Office, Belgium; Cyprus – Home Working; Home Working, United Kingdom
Employment Type: Full Time

Job Requisition ID: JR30633
Posted On: Posted 24 Days Ago

Table of Contents

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Organization Overview:
With over 70 years of experience, we are dedicated to helping the most vulnerable children overcome poverty and experience fullness of life. Inspired by our Christian faith, we assist children of all backgrounds, even in the most challenging environments. Join our team of over 33,000 staff members working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

As a Customer Support Analyst II, you will play a vital role in responding to customer requests, diagnosing and resolving problems, and supporting the ongoing technology needs of all employees. You will work with a broad range of infrastructure products and basic networking components, providing maintenance and support for moderately to highly complex client products. Your responsibilities include:

Join a Global Team: Customer Support Analyst II Position Available

Service Desk:

Serve as the first point of contact and provide day-to-day technical support to end users.
Respond to Level 2 support and collaborate with vendors on Level 3 support.
Generate activity and status reports.
Provide user access service and research trouble issues affecting multiple clients.
Work with vendor technical support personnel to find solutions for clients.

Service Level Management:

Collaborate in developing service-level objectives and take steps to meet or exceed targets.
Monitor service-level objectives to ensure requirements are met or exceeded.
Make recommendations to approve performance and client satisfaction metrics and follow up to ensure customer satisfaction.

Service Improvements:

Track performance metrics and identify recurring problems or issues affecting a large number of clients.
Develop procedures and controls for service improvements.

Technical Support:

Assist local IT appointed Customer Support personnel in resolving problems.
Engage hardware vendors on issues and diagnose and resolve client workstation and mobile device hardware and software issues.
Coordinate the resolution of escalated application, hardware, and software problems.

Project Planning:

Provide input during project planning and requirements phase.

Client Technology Support:

Participate in the deployment of new or upgraded information technology and infrastructure projects.
Install and perform minor repairs to hardware, software, and peripheral equipment.
Update configuration management tools and document procedures for configuration changes, updates, and upgrades.
Provide ongoing support for client technology.

Communications/Consulting:

Alert team members about recurring problems and communicate technical information to both technical and non-technical personnel.
Serve in an advisory role on equipment purchases.

Training:

Train co-workers on new or existing functionality or services.
Identify customer training needs based on common problems and help improve the overall digital literacy and dexterity of colleagues.

Qualifications:

Minimum 1-2 years of experience in providing IT services to various profiles of customers in a business environment.
Bachelor’s degree in Computer Science, Information Systems, or related field, or industry-related certificates (e.g., Cisco CCSA, Microsoft MCSE) or related IT work experience.
Demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/diagnostic skills.
Proven technical computer skills in Microsoft Office Software, different antivirus solutions, network environment, cloud backup and restore system.
Ability to work under pressure and handle multiple tasks, excellent organizational skills, and ability to prioritize.
Ability to perform well individually and as a team member.

Applicant Types Accepted: Local Applicants Only

Keywords: Customer Support Analyst II, Home Working, Netherlands, Romania, Belgium, Cyprus, United Kingdom, Full Time, IT Services, Technology Support, Help Desk, Service Desk, Service Level Management, Service Improvements, Technical Support, Project Planning, Client Technology Support, Communications, Consulting, Training, Qualifications, Digital Literacy, Vulnerable Children, Christian Faith.