IT Analyst

Responsibilities

• Function as an Internal IT Technical Support Executive catering to inbound calls
• Provide resolution of procedural, process, information, and technical problems for internal clients
• Maintain an audit trail of all problems and resolutions using required tools
• Assume ownership of IT problems and follow escalation paths to ensure timely resolution
• Identify systematic problems and recommend opportunities for process improvement
• Act as an advocate for internal clients to ensure their needs are addressed
• Follow established procedures for call referral, escalation, and problem resolution

Requirements

• Graduate Degree (CS or EE preferred)
• Excellent written and verbal communication skills
• Ability to communicate effectively with all levels of IT and non-IT staff
• Absolute availability for 24/7 rotational shifts, including weekends and night shifts
• Working knowledge of Windows-based operating systems and applications
• Ability to troubleshoot and resolve issues of varying complexity with minimal supervision

Preferred Qualifications

• 6+ months of experience in international call centers or service desks
• Technical support related certifications

About the Company

New Era Technology is a global team of over 3,000 professionals committed to securely connecting people, places, and information with end-to-end technology solutions at scale.