Support Analyst

CLEVELAND, OH 04/18/17

Job Title: Support Analyst

Location: Cleveland, OH

Country: United States

Post Date: 04/18/2017

Job Type: Full-Time Regular

Job Description

Certified Security Solutions, Inc. has the need for a full-time, entry-level Support Analyst to provide technical support to its software and managed services customers.  In addition to providing technical support to customers, the position will be responsible for support case management, providing an interface between customers and the CSS Delivery Team, and supporting operational tasks within the managed services area of the business. The position is based in our Independence, OH office location and cannot be performed remotely. Applicant must hold U.S. citizen or U.S. permanent resident status.

Responsibilities

  • Perform frontline telephone and email support for software and managed service customers
  • Triage support issues for proper categorization
  • Address customer questions and concerns
  • Coordinate issue escalation as necessary
  • Ownership of case management lifecycle
  • Provide support to Managed Service Operations as per formal written guidelines and procedures
  • Participate in an on-call rotation to provide off-hours support to customers
  • Perform occasional off-hours system maintenance tasks as per customer service level agreements

Skills and Experience

  • Minimum one year of technical support experience in an internship or co-operative work environment within a technology-driven organization
  • Strong interpersonal communication skills
  • Effective time management, project management and prioritization skills
  • Fundamental technical troubleshooting and problem-solving skills
  • Fundamental proficiency with industry-standard operating systems and business application suites
  • Basic systems administration capabilities (e.g., Windows Server, Active Directory user accounts, password management, security groups, etc.)
  • Fundamental knowledge of public key infrastructure terminology and practices
  • Working knowledge of relational database usage