Customer Experience & Support (1)

IT & Security (1)

Description

Senior Tech Support Analyst

About the Role: The Sr. Tech Support Analyst’s role is to elevate end-user support services and guide the Tech Support Analyst(s) in maintaining and improving the users’ productivity while providing the customers with a good experience when they request assistance. This includes leading the team in analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Sr. Tech Support Analyst also serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

Responsibilities:

Must establish a strong relationship with the business stakeholders, the General (Office) Manager, the direct supervisor.
Coach Tech Support Analyst(s) as needed.
Conduct team meetings in the absence of the team’s leadership.
Monitor work orders and incident management system to ensure timely resolution of all tickets.
Manage, troubleshoot and resolve cases with standard, high and critical severities.
Assist with process improvements for the Corporate IT User Support Operations.
Oversee IT process for onboarding and offboarding employees including administering and maintaining end-user accounts, permissions, and access rights.
Support VPN connectivity software preferably with ForiToken security key.
Support remote users through a variety of connectivity options.
Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications.
Document procedures and conduct transfer of knowledge to Tech Support Analyst(s) as needed to ensure proper and timely support services to the user community.
Responsible for site’s asset management which includes hardware and software inventory assessment and works with the Tech Support Analyst Lead to establish and update procurement threshold.
Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
Provide Corporate IT Priority Support to the Corporate Executive team as needed.
Responsible for imaging computers and assisting with maintaining imaging servers and updating images.
Assist the Tech Support Analyst Lead in managing local servers including file, print, and backup servers and their associated operating systems and software.
Assist the Tech Support Analyst Lead in managing all local network hardware and equipment, including routers, switches, hubs, and UPSs.
Ensure network connectivity of all workstations.
Administer all IT equipment, hardware and software upgrades/refreshes.
Assist the Tech Support Analyst Lead in performing system backups and recovery.
Work on special projects.

Requirements:

Education & Certification
- B.S. degree in the field of Information Technology and a minimum of 5 years of equivalent work experience are required.
  Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus
Knowledge & Experience
- Mentoring/coaching team members.
- Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN
- Extensive application support experience with Google Workspace, RingCentral, and Microsoft Office 365.
- Working technical knowledge of current network hardware, protocols, and standards including Dell servers.
- Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.
- Experience with virtualization or virtual machine such as Hyper-V or VMware
- Working technical knowledge of computer imaging tools.
- Working knowledge of MAC Mini and Macbook Pro would be TERRIFIC!
- General knowledge of IT security practices.
Personal Attributes
- Strong written and oral communication skills.
- Strong interpersonal skills.
- Ability to conduct research into networking issues and products as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong customer service orientation
- Experience working in a team-oriented, collaborative environment.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to have a range that starts at $50,000 and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.

Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

Senior Tech Support Analyst

Internet Brands

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