Technical Support Analyst

BCS Callprocessing Tewksbury , MA 01876

Posted 3 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
Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
PC Tech Support Technologis...


Posted Yesterday

VIEW JOBS 7/17/2018 12:00:00 AM 2018-10-15T00:00 Requisition ID 116641BR Date updated 06/14/2018 PC Technical Support Technologist II, to the IDS Executive Leadership Team Raytheon IDS - Tewksbury, MA What's YOUR Mission? Here at Raytheon, we work together as one global team creating trusted, innovative solutions to make the world a safer place. Our innovation spans all domains: from land and sea to air, space and cyberspace. We're inspired by a noble mission that's shared by Raytheon employees around the globe and an inclusive culture that empowers employees and celebrates their contributions. Raytheon IT is seeking a highly motivated individual and self-starter to provide dedicated IT technical support, consultation and productivity guidance to Raytheon Executives and Administrative Assistants. The Executive Support Specialist must comfortably interface with Senior Leaders on a daily basis to troubleshoot IT technical issues and ensure seamless delivery of IT services, hardware and integrated solutions with a customer focused approach that enhances productivity and effectiveness. The candidate must also proactively partner and coordinate with other Raytheon functions (e.g. Engineering) and IT organizations to confirm that IT services are functioning as designed. Additionally, the candidate will need to be available to travel to multiple Raytheon locations and off-site events as well as occasionally be available to work outside normal business hours. An Executive Support Specialist will use strong computer literacy in desktop and mobile technologies as well as exceptional written and verbal communication skills to confidently interact with multiple Executive Leaders to provide an excellent customer service experience and maintaining positive relationships. The individual may be required to obtain a US DoD Secret Security Clearance. Except in rare cases, only US Citizens are able to obtain a US DoD Security Clearance. Required Skills: * Strong computer literacy and extensive knowledge of the following technologies: * Microsoft operating systems * Experience with Microsoft Office Suite * Experience with Microsoft Outlook/Exchange and Skype for Business * Mobile Devices – iPhone, iPad experience * Experience in problem solving and technical troubleshooting. * Troubleshooting computer peripherals.(Printers, Monitors) * Experience in multi-tasking, prioritizing, and following through on commitments; * Ability to attain DOD – Secret Security Clearance, except in rare cases, only US Citizens are able to obtain a US DoD Security Clearance. Desired Skills: * Videoconferencing and audio visual equipment (Projectors, audio systems, control equipment) * Exceptional verbal and written communication skills * Experience in managing projects through their life cycle * Positive, enthusiastic customer service attitude with a strong ambition and desire to succeed * Experience with Citrix and virtual desktop delivery technologies * Experience with O365 & Microsoft SharePoint * Microsoft Certified Professional certification * Intel x86 based hardware experience * Experience working help desk ticketing system * CompTIA A+ certification Required Education (including Major): * BS/BA in Engineering, Science, Computer Science, Mathematics or any related major with 2 years of applicable experience * 8+ years of applicable experience as it relates to this job description and its requirements in lieu of a BS/BA. What We Offer: Whether you're just starting out on your career journey or are an experienced professional, Raytheon offers a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the superior benefits Raytheon offers include paternal leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care. * This position requires either a U.S. Person or a Non-U.S. Person who is eligible to obtain any required Export Authorization. 116641 Business Unit Profile Headquartered in Tewksbury, Massachusetts, IDS has 32 locations around the world. Its broad portfolio of weapons, sensors and integration systems supports its customer base across multiple mission areas, including air and missile defense systems; missile defense radars; early warning radars; naval ship operating systems; C5ITM products and services; and other advanced technologies. IDS provides affordable, integrated solutions to a broad international and domestic customer base, including the U.S. Missile Defense Agency, the U.S. Armed Forces and the Department of Homeland Security. Relocation Eligible No Clearance Type None / Not Required Expertise Computer/Management Information Systems Information and Knowledge Systems Type Of Job Full Time Work Location MA - Tewksbury Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. Raytheon Tewksbury MA

Technical Support Analyst

BCS Callprocessing