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Enterprise Technical Support Analyst

Durham, North Carolina

Post Date: 07/13/2017 Job ID: 1284 Job Category: Tech Support Helpdesk

Enterprise Technical Support Analyst


Enterprise Technical Support Analyst Summary:
  • Communicates effectively to internal and external customers as necessary through a variety of mediums
  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases
  • As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required
  • Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites
  • Identifies, documents and escalates customer issues
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
  • Maintains a " closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
  • Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, to Customers
  • Contributes to centralized problem identification and resolution database
  • May assist in problem recreation and failure analysis of systems level issues
  • Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution
  • May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers
  • May identify and interpret interoperability and support matrixes
  • Provides input to training programs and/or serviceability enhancements as requested by the Field and Technical Support departments
  • Reviews training materials and procedural documentation as requested


Enterprise Technical Support Analyst Summary:
  • Experience providing technical support in a corporate environment is required
  • Experience with command line Linux (Suse / RedHat) is required
  • Experience with w/TCP/IP Ethernet networking configuration/troubleshooting
  • Experience with Server Hardware troubleshooting
  • Knowledge & Experience with backup technologies is preferred
  • Experience using tools like WebEx is preferred

John Hamilton
Manager of Recruiting

Interested in joining our Recruiting Team? At Resolution Technologies, we work to provide unrivaled quality and service to our clients and consultants. Please don't hesitate to contact me if you have any questions about this position.

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