About The Position
ADAPTATION is hiring multiple full-time Product Support Analysts for an overnight shift supporting a large IT Support Team program at its Maintenance Monitoring Center. After a two-week onsite training period in Lower Manhattan, the position will be fully remote in the meantime, with the expectation that it will eventually become full-time onsite. Shift assignments are determined by the MMC Manager. The role monitors production systems and communications, performs real-time data analysis across facilities, identifies and escalates technical issues, and supports timely resolution and documentation. Analysts also provide remote assistance to Lane Technicians and collaborate with development, deployment, field support, and technical teams while meeting customer service and contractual performance requirements.
Requirements
- Outstanding verbal and written communication skills to relay technical requirements among lane technicians, product specialists, supervisors, and system administrators.
- Experience with one help desk system or equivalent help desk tracking software.
- Basic experience with Microsoft Office software, specifically Excel, Word, and Teams.
- High school diploma or GED.
- Attention to detail in communications and production-system monitoring.
Nice To Haves
- Post-high-school education in a technical or analytical field.
Responsibilities
- Perform real-time data analytics for facilities, identify issues accurately, alert key personnel promptly, and follow through to ensure issues are resolved and documented.
- Monitor internal and external email and phone communications and respond to reported hardware, software, networking, and other computer-related issues.
- Recognize, research, isolate, troubleshoot, and resolve issues using available tools; document and escalate complex problems to a supervisor or technical staff.
- Log and track calls and maintain history records and related problem documentation.
- Collaborate with development, deployment, and field support teams to support issue resolution and customer service.
- Provide remote support to Lane Technicians to help ensure seamless system operations.
- Identify trends, causes, and effects and recommend enhancements to improve or exceed Key Performance Indicators, as directed by management.
- Review internal reports to identify system shortcomings and recommend maintenance to mitigate performance degradation, as directed by management.
- Identify problems and help mitigate system downtime in a timely manner.
- Maintain service levels and comply with customer and contractual performance requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
