Senior Support Analyst
Company Name:
Highwoods Properties
Description
Are you ready to join an exciting, growing and well-established company that honors integrity, recognizes hard work, rewards achievements and fosters career growth? If you are, Highwoods Properties, a large, publicly traded full-service real estate company, may be your next and best career move. Our company offers a dynamic, fast-paced environment that promotes teamwork, creativity and collaboration. Take the next step and see what Highwoods is all about. Currently, we are seeking a qualified individual to join us in our Raleigh, NC corporate office as a Senior Support Analyst.
The Senior Support Analyst will provide technical support at the corporate headquarters, as well as phone support for the regional offices. Position requires excellent customer service skills and extensive interaction with the user community. Manage all 2nd level support calls and coordinate call escalation to management. Perform hands-on technical role with a primary focus on resolution of escalated technical problems. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Will also work with the Network team to support network infrastructure.
Responsibilities include:
Ensure that technical solutions meet Highwoods IT standards and policies. Work with management when policies or standards are subject to compromise
Supervise computer inventory database, machine installations, and installation prioritization
Support Cisco IP phone installs, network equipment installs and switches with the network team
Support the I.T team by assisting with product and technical evaluations, and project assignments
Responsible for researching hardware / software options which maintain operational standards
Creation and maintenance of operational reports concerning Cisco IP phones, Footprints (Trouble Tickets), and other operational statistics
Monitor Cisco IP phones and Footprints statistics to ensure that service level commitments are in compliance
Responsible for company's Verizon iPhone phone program, including monitoring of monthly invoices
Requirements
Selected individual will possess excellent customer service skills, demonstrating a sincere commitment to proactive customer service. In-depth knowledge of PC and mobile platforms, as well as Windows 7/8, Windows Server and Microsoft Office suite of applications is required. Must have the ability to work effectively and independently, in a highly organized manner, paying close attention to detail. Must possess excellent organizational and time management skills with the ability to prioritize tasks and reach consensus amongst many competing requests. Experience with Business Class internet (Cable, DSL, etc.) and configuring/troubleshooting SOHO routers is required. Must have knowledge of Cisco networking and switches, Tivoli Endpoint Manager or equivalent patch management system along with experience working with SharePoint. Some travel will be required.
A minimum of six years' experience providing technical support to end users is required. A Bachelor's Degree in Computer Science preferred. A comparable combination of education and experience will be considered. Recent vendor technical training on relevant software is helpful.
Equal Opportunity and Affirmative Action Employer, including Minorities/Women/Veterans/ Disabilities
Requisition Number: 2240
Post Date: 8/1/2014
Title: Senior Support Analyst
City: Raleigh
State: NCEstimated Salary: $20 to $28 per hour based on qualifications.
Highwoods Properties
Description
Are you ready to join an exciting, growing and well-established company that honors integrity, recognizes hard work, rewards achievements and fosters career growth? If you are, Highwoods Properties, a large, publicly traded full-service real estate company, may be your next and best career move. Our company offers a dynamic, fast-paced environment that promotes teamwork, creativity and collaboration. Take the next step and see what Highwoods is all about. Currently, we are seeking a qualified individual to join us in our Raleigh, NC corporate office as a Senior Support Analyst.
The Senior Support Analyst will provide technical support at the corporate headquarters, as well as phone support for the regional offices. Position requires excellent customer service skills and extensive interaction with the user community. Manage all 2nd level support calls and coordinate call escalation to management. Perform hands-on technical role with a primary focus on resolution of escalated technical problems. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Will also work with the Network team to support network infrastructure.
Responsibilities include:
Ensure that technical solutions meet Highwoods IT standards and policies. Work with management when policies or standards are subject to compromise
Supervise computer inventory database, machine installations, and installation prioritization
Support Cisco IP phone installs, network equipment installs and switches with the network team
Support the I.T team by assisting with product and technical evaluations, and project assignments
Responsible for researching hardware / software options which maintain operational standards
Creation and maintenance of operational reports concerning Cisco IP phones, Footprints (Trouble Tickets), and other operational statistics
Monitor Cisco IP phones and Footprints statistics to ensure that service level commitments are in compliance
Responsible for company's Verizon iPhone phone program, including monitoring of monthly invoices
Requirements
Selected individual will possess excellent customer service skills, demonstrating a sincere commitment to proactive customer service. In-depth knowledge of PC and mobile platforms, as well as Windows 7/8, Windows Server and Microsoft Office suite of applications is required. Must have the ability to work effectively and independently, in a highly organized manner, paying close attention to detail. Must possess excellent organizational and time management skills with the ability to prioritize tasks and reach consensus amongst many competing requests. Experience with Business Class internet (Cable, DSL, etc.) and configuring/troubleshooting SOHO routers is required. Must have knowledge of Cisco networking and switches, Tivoli Endpoint Manager or equivalent patch management system along with experience working with SharePoint. Some travel will be required.
A minimum of six years' experience providing technical support to end users is required. A Bachelor's Degree in Computer Science preferred. A comparable combination of education and experience will be considered. Recent vendor technical training on relevant software is helpful.
Equal Opportunity and Affirmative Action Employer, including Minorities/Women/Veterans/ Disabilities
Requisition Number: 2240
Post Date: 8/1/2014
Title: Senior Support Analyst
City: Raleigh
State: NCEstimated Salary: $20 to $28 per hour based on qualifications.
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