About The Position
ADAPTATION is hiring multiple full-time Product Support Analysts to support 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 for the time being, with the expectation that it will eventually become fully onsite. The role is on the evening shift, with shift assignments determined by the MMC Manager. The analyst monitors facilities and production systems in real time, analyzes data, identifies and escalates issues, coordinates with technical teams and lane technicians, and tracks problems through resolution. The role also includes maintaining issue documentation, monitoring internal and external communications, reviewing reports for system shortcomings, and recommending improvements to help meet customer performance requirements and Key Performance Indicators.
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 MS 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
- Analyze data for all facilities in real time, identify issues quickly and accurately, alert key personnel, and follow through to ensure issues are resolved and documented.
- Monitor email and phone communications, both internal and external, and promptly acknowledge and address reported issues involving hardware, software, networking, and other computer-related technologies.
- Use available tools to identify root causes and handle problem recognition, research, isolation, resolution, and follow-up.
- 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 meet or exceed Key Performance Indicators, as directed by management.
- Assess 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 quality and comply with contractual customer performance requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
