Help Desk Analyst 1

Atlanta, GA 30339

Posted: 00/00/0000 Job Number: 20693

Job Description


Location: Atlanta, GA | Onsite
Type: 6 month Contract to Hire 
Conversion Salary: $40, 000 - $45, 000 w/ benefits 

Responsibilities:
  • Answer inbound calls, chat & emails from customers needing assistance
  • Leverage and create
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues 
  • Handle customer escalations
  • Provide prompt and accurate feedback to customers 
  • Work customer support requests and follow the SLA
  • Act as a key escalation channel for our Customer Experience Technical Support team.
  • Take part in shaping new features and products and represent the voice of the customer
  • When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support
  • Update knowledge base and documentation with technical and issue resolution  

 Other items desired for the overnight shifts:
  • Familiarity with multiple technologies, including Networking, Data Center, Security and Cloud
  • Familiarity with cyber security products, specifically NAC, RADIUS and 802.1x 
  • Familiarity with network configuration and architecture - Layer 2/Layer 3 Switching/Routing, TCP/IP, VPN 
  • Familiarity in customer facing role with excellent communication (written and verbal) and interpersonal skills 

Meet Your Recruiter

Michael Mayhew

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