[Hiring] Sr. Technical Support Analyst @CAI

Role Description

We are looking for a Sr. Technical Support Analyst to provide level 2 to level 3 support for an international hotel. This position will be full-time and remote.

What You'll Do

• Provide remote Level 2 & 3 Support for 40+ hotel properties, as well as supporting the corporate office
• Operate as a mentor and team lead to the other 2 Level 1 resources
• Serve as the liaison between Helpdesk and upper IT
• Take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level
• Contribute to a Knowledge Base
• Microsoft 365 Admin Center experience
• Managing users (creating/disabling/modifying/permissions/password resets/etc.)
• Managing mailboxes & email distribution lists
• Verifying Teams & SharePoint user access
• Active Directory experience
• Useful knowledge for the hybrid (integrated cloud & on-prem) setups
• Familiar with MFA (multifactor authentication) enrollment/registration
• Microsoft Authenticator
• Duo Mobile
• Extensive experience in a Helpdesk and/or Desktop Support role
• Emphasis on EUC (end-user computing)
• Troubleshoot why users cannot access systems/applications
• Troubleshoot Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.)
• Troubleshoot web browsers (Microsoft Edge & Google Chrome)
• Troubleshoot network connectivity (LAN/WiFi/Public Hotspot while working remote)
• Troubleshoot network printing
• Troubleshoot files (missing or permission-related)
• Troubleshoot other common miscellaneous scenarios (such as connections to docking stations, monitors, keyboard/mouse, sound, etc.)
• Troubleshoot physical computers (Windows 10/11 desktops/laptops), remote desktops & mobile devices (iOS & Android)

Qualifications

• Basic knowledge of specialized Applications support (based on department/division)
• Oracle Opera PMS (both Cloud & on-prem)
• Hotel-branded apps (Marriott & Hilton)
• Remote Apps (Great Plains, Financial Reporter, WinRetail)
• Salesforce, Vena, Mimecast, integrations/add-ins, etc.
• Extensive knowledge of ticketing systems & remote troubleshooting tools
• Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central)

Requirements

• Strong critical thinking skillset (leveraging all possible resources available), with focus on root cause analysis
• Ability to understand priority & impact (in regard to tickets)
• Excellent customer service skills (via the ticketing system, Teams chats, phone calls & training documents)
• Be well organized (related to note taking and helping out the Helpdesk team)
• Strong team player
• Prior team management/supervision experience
• Applications support knowledge – knowing when to support, and when to pass the issue over to the appropriate group

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.