Technical Resource Center Analyst

Ladders; United States; À distance; USD 100 000 - 120 000; Plein temps

Avantages offerts par ce poste

Bonus opportunities

Training resources

Collaborative environment

Career advancement

Product testing

Résumé du poste

Ladders is seeking a Technical Resource Center Analyst for a leader in Manufacturing & Automotive. This remote role supports hardware, software, and network issues and emphasizes knowledge sharing, training, and proactive issue identification to improve service performance.

You will work with end users, internal technical teams, and stakeholders to resolve issues, document outcomes, and strengthen the overall support experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 5+ years of experience in a technical support role, ideally in a corporate environment.
• Strong understanding of IT environments, including Windows and Linux operating systems, and networking concepts.

Responsabilités

• Respond to and resolve technical inquiries via phone, email, and a ticketing system while meeting SLAs.
• Diagnose and troubleshoot hardware, software, and network issues for the company's products.
• Escalate complex issues to development teams with proper documentation.
• Maintain detailed records of support interactions and resolutions in the ticketing system.
• Develop knowledge base articles and technical documentation to improve support efficiency.
• Provide training and guidance to users and junior team members on the company's products.
• Monitor system performance and proactively identify potential issues.

Connaissances

Windows

Linux

Networking

IT support

Problem-solving

Communication

Ticketing systems

Formation

Bachelor's degree in CS/IT or related field

Outils

ServiceNow

Zendesk

Description du poste

For our client, we are seeking a Technical Resource Center Analyst to join the team of a leader in the Manufacturing & Automotive space.

This role will support a technical resource center focused on delivering responsive, high-quality assistance across hardware, software, and network issues. The analyst will work closely with end users, internal technical teams, and support stakeholders to resolve issues efficiently, document outcomes clearly, and strengthen the overall support experience. This position also plays an important role in knowledge sharing, training, and proactive issue identification to help improve service performance.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $120,000 annually

Responsibilities

• Respond to and resolve technical inquiries via phone, email, and a ticketing system while meeting SLAs
• Diagnose and troubleshoot hardware, software, and network issues for the company's products
• Escalate complex issues to development teams with proper documentation
• Maintain detailed records of support interactions and resolutions in the ticketing system
• Develop knowledge base articles and technical documentation to improve support efficiency
• Provide training and guidance to users and junior team members on the company's products
• Monitor system performance and proactively identify potential issues

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
• 5+ years of experience in a technical support role, ideally in a corporate environment
• Strong understanding of IT environments, including Windows and Linux operating systems, and networking concepts
• Excellent problem-solving and analytical skills for effective troubleshooting
• Exceptional communication skills with the ability to convey technical concepts to non-technical users
• Proficiency in ticketing systems such as ServiceNow or Zendesk and remote support tools
• Customer-focused with a commitment to high-quality service

Benefits

• Opportunity to participate in bonus, variable, or commission pay programs
• Access to training and development resources
• Collaborative work environment with cross-functional teams
• Potential for career advancement within a global company
• Engagement in testing and evaluation of new products and solutions

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.