Tech Support Analyst l

Snap-on Inc•Tustin, CA

1d•$55,000 - $65,000•Onsite

About The Position

The Tech Support Analyst provides exceptional technical support to customers, resellers, and internal teams. This role is responsible for troubleshooting software, hardware, and network-related issues while delivering a high level of customer service in a fast-paced environment.

Requirements

Excellent written and verbal communication skills.
Strong technical aptitude and analytical problem-solving skills.
Experience troubleshooting software and hardware issues.
Ability to work independently and manage multiple priorities.
Strong attention to detail and organizational skills.
Ability to thrive in a fast-paced, agile environment.
Positive, proactive attitude and willingness to adapt to change.
Strong interpersonal skills and team-oriented mindset.

Nice To Haves

Experience in an IT Service Desk, Help Desk, Desktop Support, or similar technical support role.
Strong documentation and ticket management skills.
Computer hardware and software troubleshooting experience.
Working knowledge of Microsoft Windows 10 and Windows 11.
Basic networking and connectivity troubleshooting skills.
Knowledge of Microsoft SQL Server and SQL Server Management Studio.

Responsibilities

Provide Level 1 technical support to resellers and end users.
Troubleshoot customer issues via phone, email, and web-based chats.
Collaborate with Level 2 Analysts to resolve complex technical issues.
Create and process sales orders, quotes, and RMAs for replacement parts
Maintain detailed records using help desk software and internal tracking systems.
Support database management, quality reporting, and performance metrics reporting.
Work cross-functionally with Engineering, Quality Assurance, Accounting, Production, and Repair teams.
Assist with internal technical support requests as needed.
Support installations and configurations in complex network environments.
Communicate technical information effectively to technical and non-technical users.