Job Summary

L2 Tech Support Analyst

  • Location:
    Austin , Texas
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Direct Hire
  • Job reference:
    US_EN_6_17488_58654000

Modis is seeking a well-rounded IT Support Analyst for a direct-hire opportunity in West Austin. Health benefits, PTO and other fun perks are provided. Qualified candidates will have 3+ years of experience supporting software, hardware, networking, VOIP telephony, and cloud based infrastructure systems. This role will be responsible for driving issues to resolution with little to no supervision.
 
The available shift is Wednesday-Sunday 10am to 7pm.
Weekends are working from home. On-call responsibility is required.
Networking expertise is a plus
A+ or CCNA certification is a plus
 
Responsibilities:
• Handle inbound technical inquiries effectively and efficiently by using proactive customer service and proven technical troubleshooting procedures
• Create an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the customer experience
• Customer follow-up via phone, email, and/or help desk tickets
• Document common break/fix processes and procedures and recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
• User Management Experience utilizing Active Directory, Azure AD and Office365
 
Requirements:
• Must have a minimum of 3+ years providing technical support of PC/Notebook hardware based systems, and/or relative experience
• Advanced level knowledge of Microsoft Windows and the use of Microsoft Office Suite
• Ability to remain calm in a fast-paced work environment and demonstrate thoughtful leadership in assessing problems and opportunities
• Ability to solve complex problems in a Technical Service oriented environment
• Ability to exercise emotional sensitivity to customer needs and challenges
• Professional attitude, enthusiastic and reliable
• Thorough knowledge of telephone etiquette
 
Qualified candidates eligible to work on a W2 basis without sponsorship and can meet the shift requirement are welcome to apply. Please do not apply if you are not available to work the specified shift.
 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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