SOC Analyst I - 3rd Shift
Posted on Oct 3, 2024 by Fortress SRM
Cleveland, OH
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
Job Description
The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.
Shift for this role: Wednesday through Saturday - 9:30pm - 8am or 9pm-7:30pm - 4x10's
Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
Troubleshoot issues relating to: Windows domains and workgroups
Windows networking (mapped network drives, shared folders, printers, etc.)
User profile creation and modification
Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
Microsoft Office Suite (2007-2016)
Windows 7/10, macOS
Third party applications with the assistance of the vendors support staff
Perform support remotely to our managed services customers using our remote monitoring and management tools
Log time entries and notes for support and maintenance performed
Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
Follow outlined escalation procedures
The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.
Shift for this role: Wednesday through Saturday - 9:30pm - 8am or 9pm-7:30pm - 4x10's
Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
Troubleshoot issues relating to: Windows domains and workgroups
Windows networking (mapped network drives, shared folders, printers, etc.)
User profile creation and modification
Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
Microsoft Office Suite (2007-2016)
Windows 7/10, macOS
Third party applications with the assistance of the vendors support staff
Perform support remotely to our managed services customers using our remote monitoring and management tools
Log time entries and notes for support and maintenance performed
Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
Follow outlined escalation procedures
Reference: 203189315
https://jobs.careeraddict.com/post/95758636
SOC Analyst I - 3rd Shift
Posted on Oct 3, 2024 by Fortress SRM
Cleveland, OH
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
Job Description
The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.
Shift for this role: Wednesday through Saturday - 9:30pm - 8am or 9pm-7:30pm - 4x10's
Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
Troubleshoot issues relating to: Windows domains and workgroups
Windows networking (mapped network drives, shared folders, printers, etc.)
User profile creation and modification
Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
Microsoft Office Suite (2007-2016)
Windows 7/10, macOS
Third party applications with the assistance of the vendors support staff
Perform support remotely to our managed services customers using our remote monitoring and management tools
Log time entries and notes for support and maintenance performed
Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
Follow outlined escalation procedures
The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.
Shift for this role: Wednesday through Saturday - 9:30pm - 8am or 9pm-7:30pm - 4x10's
Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
Troubleshoot issues relating to: Windows domains and workgroups
Windows networking (mapped network drives, shared folders, printers, etc.)
User profile creation and modification
Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
Microsoft Office Suite (2007-2016)
Windows 7/10, macOS
Third party applications with the assistance of the vendors support staff
Perform support remotely to our managed services customers using our remote monitoring and management tools
Log time entries and notes for support and maintenance performed
Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
Follow outlined escalation procedures
Reference: 203189315
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