IT Support Analyst

Eseye Limited; North Carolina; Remote; USD 50,000 - 80,000; Full time

Job summary

An innovative firm is seeking an IT Support Analyst to join their dynamic team in North Carolina. In this remote role, you'll be responsible for resolving complex technical incidents and ensuring customer satisfaction. This position offers an exciting opportunity to develop your skills within a fast-paced environment while contributing to cutting-edge IoT solutions. You'll collaborate closely with technical consultants and have access to excellent training and development initiatives. If you're passionate about technology and customer service, this role is perfect for you!

Benefits

Competitive salary

Excellent training and development opportunities

Qualifications

• Degree level in Computer Science or Engineering is essential.
• Experience in Technical Customer Services or Technical Systems Support is required.

Responsibilities

• Take ownership of incidents and provide resolutions to minimize outages.
• Work with deployment and customer success teams for incident resolution.

Skills

Technical Customer Services

Technical Systems Support

SLA Management

Networking Concepts

MYSQL

Network Packet Analysis

Communication Skills

Customer Service

Education

Degree in Computer Science

Degree in Engineering

Tools

Wireshark

Microsoft Office Suite

Job description

IT Support Analyst

Eseye North Carolina, United States Support Remote working

Company Description

Eseye empowers businesses to embrace IoT without limits. We help them to visualise the impossible and bring those solutions to life through innovative IoT cellular connectivity solutions that enable our customers to drive up business value, deploy differentiated experiences and disrupt their markets.

Our pioneering IoT cellular connectivity solutions, versatile hardware, technical consultancy, and round-the-clock support allows businesses to overcome the complexity of IoT design, development, and deployment. We guide them every step of the way, so they can move forward with IoT projects without the fear of getting it wrong. Supported by our unique AnyNet Secure SIM technology, Connectivity Management Platform, and a powerful partner ecosystem, we help more than 2,000 customers to seamlessly connect millions of devices across 190 countries, agnostic to over 700 available global networks.

Position

IT Support Analyst - Remote Working, 10 am-7 pm working day (with 1 hour for lunch)

Essential criteria - MUST live in the state of North Carolina and within an hour's commuting distance of Durham. Eseye has two US Technical Consultants who live in North Carolina and will work closely with the successful candidate.

Role Overview

The main responsibility of a Support Analyst is to perform detailed analysis and provide an escalation and mitigation service, whilst owning complex technical incidents. A key part of this role is to provide swift resolutions to complex problems to minimise and circumvent customer business outages.

This is an excellent opportunity for an individual who has some experience working in Technical Customer Services/Support and is looking to use and develop their experience within a forward-thinking and fast-paced company. We also offer excellent training and development initiatives and the opportunity to bring your experience and ideas to make an exciting difference.

Role Requirements

1. Take ownership of incidents reported from Eseye Customers through our service desk interfaces and delivery to agreed SLA’s.
2. Provide a level of technical triage and analysis for incidents reported from Eseye Customers through our service desk interfaces.
3. Work with the service deployment and customer success teams to ensure a successful resolution to customer incidents.
4. Responsible for escalation of incidents and managing through to the Level 2 support team.
5. Responsible for a level of technical administrative functions to ensure customer service is delivered.
6. Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
7. Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Service Desk team members.
8. Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.

Requirements

Skill / Person Requirements:

1. Degree level Computer Science, Engineering or equivalent.
2. Some experience working in Technical Customer Services or Technical Systems Support.
3. An understanding of SLA management processes and ticket systems.
4. Experience working in technical support teams, ideally in a Telecoms or communications environment.
5. Working knowledge of fundamental networking concepts.
6. Good experience in MYSQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.
7. Experience with network packet analysis tools such as Wireshark or equivalent.
8. Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
9. Strong user experience with key applications within the Microsoft Office suite, especially Excel.
10. The ability to resolve problems, understand complex situations, and most importantly, a desire to deliver a high level of customer service.
11. Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
12. Experience in customer facing positions.

Other information

Offering a competitive salary and excellent training