Technical Support Analyst

FULLY REMOTE

Position Title: Technical Support Analyst 

Reports To: Technical Support Specialist 

Shifts: 11PM - 7:30 AM EST, 1 AM - 9:30 AM EST, 4 AM - 12:30 PM EST

Telaid is a provider of technology deployments solutions to multi-site clients. For over 40 years Telaid has been the technology partner of choice for enterprise clients that want to accelerate technology adoption to drive positive business outcomes through scalable and repeatable programs. Telaid understands the critical need to integrate emerging technologies quickly and precisely. Everything we do is designed to help our customers deploy and manage technologies efficiently and cost effectively. With over 40 years of experience, Telaid has an unprecedented ability to execute complex, large scale technology projects on time, and on budget. 

Our Core Values are –  

• Be Proactive  
• Be a Team Player  
• Take Ownership  
• Do the Right Thing 

Summary 

In this role you will provide customer service and technical support over the phone and online primarily to field technicians, as well as clients and vendors. The Technical Support Analyst position will provide help desk and other service and technical support to technicians who are working in the field, while maintaining notes and activities in Telaid’s ServiceNow & Field Resource applications.  The Technical Analyst also provides resolutions to inquiries that are received via email or through our call center.  The Technical Analyst role is a critical touch point and is essential to the success of our technicians in the field and our client’s overall experience. 

Responsibilities 

• Support field technician needs via emails and phone calls and other approved support channels. 
• Support techs in the field related to network connectivity/structured cabling, Wi-Fi installations & support, audio conferencing and distribution systems, media/video display and distribution systems, security, burglar, and fire alarm services. 
• Help manage on-site labor, troubleshoot, and direct calls to ensure successful completion of work assignments by field technicians.  
• Maintains advanced user standards and compliance within the Telaid ServiceNow and FIT work assignment applications. 
• Perform “triage” to troubleshoot tickets prior to dispatching to field technicians.  
• Address escalations from clients, partners, or field technicians.  
• Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, field technicians, business partners, and customers. 
• Perform other work-related duties as assigned by management. 
• Skills & Work Experience  
• Superior customer service, technical service and support, and communications skills, both written and verbal. 
• Must have experience with routers, switches, and device configurations.  
• Must have CCST, CCNA, JNCIA, JNCIS certifications (or matching experience)  
• 2-4 years’ project management and\or technical support experience in a fast-paced, corporate environment. 
• Proven technical support experience in a service or support center.  
• Working knowledge of Wi-Fi, Low voltage Structured Cabling, Analog, and Data Networking. 
• Ability to read, analyze and interpret business correspondence and data. 
• Ability to write (create) reports and business correspondence with minimal direction to meet professional quality standards. 
• Superior documentation and follow-up skills and strong attention to detail. 
• Moderate to advanced proficiency level with Microsoft Office Suite – Word, Excel, and Outlook. 
• Telecommunications experience in technical support or field support is a plus. 

Benefits of the Telaid Team: 

• Base Pay 
• Performance Based Incentives 
• Medical, Dental and Vision 
• Life/Disability 
• 401k with Employer Match 
• EAP 
• Paid Time Off 
• Professional Development Courses