Company Profile:

INNGEN provides remote IT services to clients around the world.

As we work together with some of the world’s most innovative companies at the forefront of business and technology, we help candidates at all levels enhance their skills and potential by recognizing talent and empowering them with new capabilities so that they may go as far as their ambition takes them.

Role Responsibilities:

The Senior Support Analyst is responsible for assisting the customers with the resolution of all second-level support issues as they are received. S/he utilizes help desk call tracking and problem resolution software and thoroughly documents problem resolution.  Key functions include but are not limited to:

• Review service tickets and identify opportunities for improvement.
• Interacting effectively as either a leader or as a member of a team and working collaboratively with other departments       
• Managing high-priority, complex issues with a high sense of urgency
• Queue Management and Trend Identification
• Providing information systems technical support for routine customer issues     
• Raising information, bug and feature requests to the development team or senior support specialists                          
• Identifying problems with information technology system operations and providing potential workarounds
• On-call Rotation (PIC) 

Technical Skills Required:

• Degree in Information Technology, Data Science or Computer Science is preferred
• Experience in hardware and software desktop support experience
• Microsoft Certified Professional, A+, and Net+ certifications are preferred      
• Knowledge of PC/laptop hardware, Windows OS (XP; Windows 7); MS Office Products, Windows Server
• Working knowledge of Active Directory and AD group policies
• Working knowledge of BATCH scripting or Windows Scripting Host or PowerShell
• Familiarity with Citrix products (VDI, XenDesktop, Receiver)