Technical Support Analyst

Shamrock Trading Corporation; Charlotte (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Shamrock Trading Corporation is seeking a Technical Support Analyst I to provide world-class system and application support for internal and external customers. You will configure and install systems, upgrade, and support existing infrastructure while driving automation and process improvements.

Ideal candidates have 1+ years in technical customer/desktop support, strong troubleshooting, and solid knowledge of Office 365 and Active Directory.

Qualifications

• BA/BS degree in a technical field or evidence of exceptional ability.
• 1+ years in a technical customer and desktop support role.
• Advanced troubleshooting knowledge and ability.
• Fundamental knowledge of Office 365 and Active Directory.
• Well versed in general IT technologies and best practices.
• Demonstrated ability and passion for learning new technologies and business processes.
• Must possess strong people skills and the ability to work as a team member, collaborating and partnering with others to address issues.
• Ability to communicate clearly in English, verbally and in writing, keeping the right people informed of relevant issues as well as understand and execute oral and written instructions.
• Strong analytical and problem-solving skills are critical for rapid issue response.
• Ability to think outside of the box to provide workable solutions.
• Able to adapt to changes in a dynamic work environment.
• Must have a propensity for knowledge gathering and sharing.
• Experience withticketing systems, Jira preferred.
• Exposure to command lines and/or scripting languages.
• Understanding of basic networking protocols.

Responsibilities

• Provide world-class system and application support to both internal and external customers.
• Configure and install new systems as well as upgrade and support existing systems.
• Automate processes, reporting and response when possible.
• Perform in-depth troubleshooting of technical issues from initial remediation to full root cause analysis.
• Prevent repeat issues by addressing the root causes.
• Take initiative in areas of improving our operations and staying educated on the latest relevant IT technologies and methodologies.
• Partner with other internal technical teams to resolve more advanced issues as necessary.
• Create documentation that will help team members resolve issues more quickly.

Skills

Troubleshooting

Customer service

Analytical thinking

Team collaboration

English communication

Education

BA/BS degree in a technical field

Tools

Jira

Office 365

Active Directory

Job description

About the Role

Our Service Desk team is looking for a Technical Support Analyst I to support Shamrock’s extremely fast growth. The ideal candidate will have a strong technical and customer service background, a passion for automation, the ability to work across other areas, have a high aptitude and possess strong problem-solving skills.We seek highly driven candidates that can match our progressive nature and help us deliver modern business-focused solutions that will keep Shamrock as competitive as possible. We are an organization that believes in employee growth and strongly support it for driven employees.Responsibilities include but are not limited to:

What You’ll Do

• Provide world-class system and application support to both internal and external customers
• Configure and install new systems as well as upgrade and support existing systems
• Automate processes, reporting and response when possible
• Perform in-depth troubleshooting of technical issues from initial remediation to full root cause analysis
• Prevent repeat issues by addressing the root causes
• Take initiative in areas of improving our operations and staying educated on the latest relevant IT technologies and methodologies
• Partner with other internal technical teams to resolve more advanced issues as necessary
• Create documentation that will help team members resolve issues more quickly

What You’ll Bring

• BA/BS degree in a technical field or evidence of exceptional ability
• 1+ years in a technical customer and desktop support role
• Advanced troubleshooting knowledgeand ability
• Fundamental knowledge of Office 365 and Active Directory
• Well versed in general IT technologies and best practices
• Demonstrated ability and passion for learning new technologies and business processes
• Must possess strong people skills and the ability to work as a team member, collaborating and partnering with others to address issues
• Ability to communicate clearly in English, verbally and in writing, keeping the right people informed of relevant issues as well as understand and execute oral and written instructions
• Strong analytical and problem-solving skills are critical for rapid issue response
• Ability to think outside of the box to provide workable solutions
• Able to adapt to changes in a dynamic work environment
• Must have a propensity for knowledge gathering and sharing
• Ability to lift and relocate end-user computing devices weighing up to 40lbs
• Demonstrates an understanding of how different functions/businesses in Shamrock arerelated and impact one another
• Experience withticketing systems, Jira preferred
• Exposure to command lines and/or scripting languages
• Understanding of basic networking protocols