Technical Service Analyst

Saddleback Communications • Scottsdale, AZ

25d

About The Position

Job Summary:
Provide high level of customer satisfaction by collaborating with Technology engineers, Partners, and end customers to resolve problems, enhance existing services, and coordinate technical support in resolving customer issues.

Essential Duties and Responsibilities:
Technology Service Analyst are the frontline for all newly created Incidents in ServiceNow ticket system.
ServiceNow Dashboard monitoring and task assignments to responsible departments.
Triage of first level Technical Service issues presented on Service Now Incident platform.
Thoroughly and efficiently completes first level problem determination making sure required documentation & examples have been provided to assist higher tier engineers in troubleshooting.
Ensures timely and accurate communications to end customers and Reinvent Wholesale Partners.
Utilizes effective customer service & interpersonal communications during frequent interaction with customers, underlining providers, and external vendors.
Communicate, coordinate, and collaborate with internal departments.
Resolves incident reports from customers, vendors, and other technology companies

Requirements

• High school diploma or equivalent is required.
• 2 year or more of Telecommunications, Network experience.
• Valid driver’s license required or ability to obtain. Must be insurable under SRPMIC insurer requirements.
• Able to work a flexible schedule.
• Technical Knowledge – Understanding of SIP (Session Initiation Protocol), VOIP Telephony, Networking, TCP IP, Firewall, and formal Network Equipment.
• Customer Service – able to provide high level of professional, interactive services to internal/external customers, building relationships, identifying and addressing needs.
• Team Oriented & Interpersonal – highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Communication – able to effectively and persuasively express self, using language and grammar in a professional manner.
• Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
• Analytical Problem-Solving & Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact.
• Adaptability to Change – able to be flexible and supportive, react swiftly to issues and able to positively and proactively assimilate change.
• Systems & Software – proficient knowledge of Microsoft Office software applications.
• Typing/computer keyboard
• Verbal communication
• Utilize computer software (specified above)
• Written communication
• Retrieve and compile information
• Maintain records/logs
• Research, analyze and interpret information
• Verify data and information
• Investigate, evaluate, recommend action
• Organize and prioritize information/tasks
• Operate office equipment
• Basic mathematical concepts (e.g. add, subtract)
• Sitting for extended periods
• Lifting/carrying up to 20 pounds various items
• Lifting/carrying more than 20 pounds various items
• Extended periods viewing computer screen
• Repetitive Motions
• Pushing/Pulling
• Reading
• Bending/Stooping
• Speaking
• Reaching/Grasping
• Hearing
• Writing

Nice To Haves

• Understanding of VoIP switching platforms/Metaswitch, Netsapiens, and open source preferred but not required
• Extended knowledge of additional network protocols. (BGP, OSP, RIP, SD-WAN) and OSI Model a plus
• Public speaking/group presentations

Responsibilities

• ServiceNow Dashboard monitoring and task assignments to responsible departments.
• Triage of first level Technical Service issues presented on Service Now Incident platform.
• Thoroughly and efficiently completes first level problem determination making sure required documentation & examples have been provided to assist higher tier engineers in troubleshooting.
• Ensures timely and accurate communications to end customers and Reinvent Wholesale Partners.
• Utilizes effective customer service & interpersonal communications during frequent interaction with customers, underlining providers, and external vendors.
• Communicate, coordinate, and collaborate with internal departments.
• Resolves incident reports from customers, vendors, and other technology companies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees