Solutions Center Level 3 Analyst

This position will be a resource for level 1 and level 2 support analysts to resolve problems requiring a greater level of technical expertise and/or time. Level 3 support analysts can expect to spend most of their time researching and resolving technical problems/issues and may be required to work as primary Level 1/2 staff if shorthanded. Technical information training and dissemination to global service desk staff is key for this role. Responsibility for creating, updating, and reviewing solutions center owned knowledge base documents is a normal daily activity. There may be large/small project involvement when Solutions Center resources are needed, or information needs to be disseminated to Solutions Center staff globally. This position will require frequent interaction between Solutions Center staff, other IS groups, and management. Travel to other sites to address end user issues may be required.

**Responsibilities**
- Internal service desk escalator for issues requiring more extensive troubleshooting, investigation, or time for resolution.
- Advanced end user technical resolution on items such as PC hardware and software issues; software installations and upgrades.
- Primary site support member for regional sites, should be main team member making deskside visits allowing level 1 and 2 service desk staff to focus addressing more end user issues.
- Support for labs, special builds, VIPs, and emergency support on a scheduled or ad hoc basis; often at the request of the Solutions Center manager/team lead (as needed).
- Population and maintenance of Solutions Center owned knowledge base documents.
- Proactive recognition and resolution of end user and IS support issues to maintain a high level of visibility within the end user community.
- Participate in projects and incident reviews that will enhance the quality of the solutions center service level and promote technical and career growth.
- Participate in interview process for level 1 and 2 support analysts in region (where applicable).
- Train all new regional solutions center and support staff.
- Coach, mentor and educate level 1 and level 2 support analysts on critical thinking, end user experience and technical skills to solve end user issues.
- Coordinate day to day Solutions Center work including technical demos, training, and showcase equipment in region.
- Perform data center support tasks supporting follow the sun model (where applicable).
- Fill in for primary level 1 and 2 solutions center tasks when needed based on volume, staffing or emergency.
- Attend global team meetings when needed (may be off hours).
- Member of the Client Service Support team and responsible for incident resolution (when needed).
- Backup for service desk manager/team lead on day-to-day activities when needed.

**Recommended Qualifications**
- Excellent communication skills including active listening skills and ability to convey empathy.
- Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
- Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems, in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
- Time management skills including setting appropriate expectations with end users for resolution.
- Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require mínimal supervision.
- Relationship-building skills including the ability to develop intra
- and inter-team relationship as well as build and establish rapport with end users efficiently.
- Multi-tasking abilities while focusing on effective prioritization of work.
- Identify and seek out opportunities for continuous improvement.
- Independent worker with the ability to define and share work plans, communicate on a timely and appropriate basis, all while requiring mínimal supervision.
- Microsoft Windows 10
- Microsoft Internet Explorer and Edge, Google Chrome, and Safari
- ServiceNow
- VMware Horizon View
- Palo Alto Global Protect (VPN)
- iOS/Android devices
- System Center Configuration Manager (SCCM)
- Windows Internals
- Networking Fundamentals
- Information Security Fundamentals
- Server Fundamentals
- SAP

Technical certifications in support of the above technologies are a plus. Any verbal/written fluency in another language, particularly Spanish, French, Dutch, German, Portuguese, Chinese, Korean, or Japanese, is also considered a plus.