Technical Support Analyst

BCS Callprocessing Tewksbury , MA 01876

Posted 5 months ago

Job Description

The primary responsibilities for this position are handling first level support. Respond, troubleshoot, generate, and update service ticket for BCS client. The technology includes but not limited to enterprise Voice, Data, Video, Wireless, Cloud, and
Security.Key Responsibilities:

IT support relating to desktop technical issues involving Microsofts core applications, Business applications, operating systems for PC (Windows 7 and higher) and MAC (OS X), Cisco VoIP phones, and peripherals

Responsible for technical break/fix support for all application and desktop support currently deployed in production

Interface and maintain effective communication with clients end users and other BCS team members when analyzing, updating and resolving tickets

Identify proactive ways to reduce the number of issues and support calls in the environment

(reduction in quality, interruption or failure of a BCS service)

Author and maintain technical documentation on system support models, common issues and solutions

Build new systems according to established BCS and clients standards for hardware and software applications, as needed

Research and recommend innovative and automated approaches for system administration tasks

Participate in Projects to ensure complete understanding of new and upgraded systems

Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production

Communication with customers as required: keeping them informed properly in ConnectWise of incident or request progress and notifying them of impending changes base on clients SLA

Create new tickets on ConnectWise: To obtain and evaluate all relevant information for service issues and request, according to procedures.

Demonstrate exceptional customer service skills in order to exceed customers expectations and to minimize escalations by taking ownership of customer reported issues.

Escalate client support tickets to appropriate resource following the escalation process and procedures

Data entry may be required for new and active clients

Responsible for entering time and all work with proper updates in ConnectWise as it occurs

Continually advancing your knowledge base through certification courses. Refer to Employee Handbook for reimbursement policy.

Required Knowledge Skills, Experience and Abilities

CompTIA or A+, Network+, Microsoft MCP, Cisco CCENT

Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command

Skills in troubleshooting, solving problems and root cause analysis

Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.

Proven aptitude to work well in a team or independently with minimum supervision.

Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment

Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting

Illustrated diplomacy, tactfulness and empathy when dealing with customers

Exemplified ability to defuse escalations and high tension situations

Well-developed ability to appease customers experiencing service outages and difficulties

Ability to listen actively and ask clarifying questions to seek understanding

Experience going above and beyond duty to delight customers

Must have a genuine drive for customer satisfaction and retention

Ability to adhere to schedule

Improve customer service, perception, and satisfaction

Ability to work in a team and communicate effectively

Company Description

BCS CallProcesssing is a Cisco Premier Partner and EMC Partner headquartered in eastern Massachusetts. Our proven expertise enables us to bring together complex enterprise technologies and systems for mid-market clients. The BCS Help Desk / NOC supports our clients' technology investments while our project team delivers tailored solutions that improve performance and maximize business results for manufacturers, A & E, Legal and healthcare related organizations. For more info about BCS visit our website at
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Technical Support Analyst

BCS Callprocessing