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Sr Analyst II Technical Support

Company: Advantage Solutions
Location: Irvine
Posted on: January 13, 2022

Job Description:

The Companyis one of North Americas leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods.The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.Position SummaryThe Senior Analyst Technical Support II is the primary source of Tier 2 computer and other technology support forCompany Associates and may assist external clients with access toCompany systems. Support largely includes remote, phone, and web-based helpdesk support, as well as some in-person support of associates in the Senior Technology Support Analysts assigned office. This is a Tier 2 technical support position. The Senior Technical Support Analyst I is expected to have advanced troubleshooting skillsEssential Job Duties and ResponsibilitiesSystems Maintenance, Management, and Repair

  • Maintain a high customer service level through assisting end users (both internal and external) with systems, software applications, and other technical-related issues. Good communication skills, a positive personality, patience, outstanding customer service skills, and a willingness to learn are a must.
  • Assist internal and external customers remotely over the phone, through email, and other communications media. Use remote desktop support software to view and interact with the remote users computer or mobile device.
  • Repair/install/maintain PC and mobile device hardware and software as needed to ensure user productivity.
  • Engage in in-depth research on technical issues to assist Associates, external customers, and other Technical Support Analysts.Communication/Connectivity
    • Ensure PC communication and connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet.General Administration
      • Enter and manage helpdesk tickets to document work for all services provided.Supervisory Responsibilities Direct ReportsThis position does not have supervisory responsibilities for direct reportsIndirect ReportsThis position does not have guidance or mentoring responsibilities for indirect reportsTravel and/or Driving Requirements Travel and Driving are not essential duties or functions of this jobMinimum QualificationsEducation Level: (Required): Associate's Degree orequivalent experience (Preferred):Bachelor's Degree orequivalent experience Field of Study/Area of Experience: Information Systems3-5 years of experience in:
        • Customer service
        • A+ certification is required
        • Network+ certification is a plusSkills, Knowledge and Abilities
          • Advanced level knowledge of PC software applications and strong understanding of PC operating systems.
          • Experience with a phone support and helpdesk environment.
          • Excellent written communication and verbal communication skills
          • Excellent customer service orientation
          • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
          • Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing / printer troubleshooting, file sharing, Internet application connectivity
          • Well-organized, detail-oriented, and able to handle a fast-paced work environment
          • Track record of building and maintaining customer/client relationshipsEnvironmental & Physical RequirementsOffice / Sedentary RequirementsIncumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.Additional Information RegardingThe Company Job Duties and Job DescriptionsJob duties include additional responsibilities as assigned by ones supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

Keywords: Advantage Solutions, Irvine , Sr Analyst II Technical Support, IT / Software / Systems , Irvine, California

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