Customer Support Analyst

Cook Systems•Tampa, FL

3h•Onsite

About The Position

We are seeking a skilled IT Support Specialist to provide Tier 1 and 2 software and hardware support. In this role, you will offer technical advice, guidance, and informal training to customers, as well as troubleshoot and restore routine technical service and equipment problems using established procedures. You will play a crucial part in maintaining a knowledge database and call tracking database to enhance the quality of problem resolutions.

Requirements

Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
A minimum of 2 years of IT work experience with working knowledge of basic to moderately complex hardware and software products.
Strong problem-solving and troubleshooting skills.
Ability to work effectively in a team setting.
Experience providing Tier 1 and Tier 2 support for medium to high complexity issues.

Responsibilities

Provide Tier 1 and 2 support for software and hardware issues.
Offer technical advice, guidance, and informal training to customers.
Troubleshoot and restore routine technical service and equipment problems.
Analyze, identify, and diagnose faults and symptoms using established processes.
Perform root cause analysis and develop checklists for typical problems.
Recommend procedures and controls for problem prevention.
Maintain and update knowledge and call tracking databases.
Collaborate with team members and assist others with calls.