Job title: Help Desk / IT Support Analyst (Level 2 and 3)
Job type: Contract
Contract Length: 6 months, with strong potential for extension
Rate: $20 an hour starting
Role Location: US remote. Hybrid in Tucson, Arizona is a plus but not required.
The company: We are partnering with a growing fintech organization that is building out its internal support function to keep pace with a fast expanding customer base. This is a large, well established support team, not a one person desk, and it runs a genuine Level 2 and Level 3 model where the hard tickets stay with the people who can actually solve them. You will be supporting a remote user population across a complex distributed environment, working alongside engineering when an issue turns out to be application level rather than user level. If you like owning a problem through to root cause instead of passing it up the chain, this is that kind of desk.
Role and Responsibilities:
- Provide Level 2 and Level 3 support to remote end users across a distributed environment.
- Troubleshoot software, application, and connectivity issues in depth, rather than triaging and escalating.
- Diagnose obscure faults across complicated distributed systems and establish root cause before escalating.
- Manage user access and permissions across multiple internal systems.
- Log every contact in the incident management platform and drive aging tickets through to closure.
- Support users through asynchronous channels in a way that keeps their downtime to a minimum.
- Partner with engineering teams to resolve application level issues.
- Support technologies including CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop.
- Contribute to documentation and process work under a Knowledge Centred Support model.
- Translate technical detail into plain language for non-technical users, in writing and on the phone.
- Work a shift pattern as part of a team providing 24/7 coverage across a seven day rota.
Job Requirements:
- 3 or more years in a help desk, contact centre, or end user technical support role, with proven Level 2 and Level 3 experience.
- In depth troubleshooting of software, application, and connectivity issues for remote users.
- Experience managing access and permissions across multiple internal systems.
- Hands on use of an incident management or ticketing platform.
- Ability to determine root cause within complicated distributed systems before escalating.
- Familiarity with CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop.
- Exposure to Knowledge Centred Support methodology, including documentation and process work.
- Strong written and verbal communication, with the ability to explain technical detail plainly.
- Able to stay on top of incoming issues while progressing existing tasks, and to work independently in a constantly changing environment.
- Willing to flex across a seven day support rota, including shift work.
- Legally authorized to work in the United States for any employer, without sponsorship now or in the future.
- This engagement is W2 only. We are not able to work with third party or corp to corp arrangements.
Accessibility Statement: We make an active choice to be inclusive towards everyone every day. Please let us know if you require any accessibility adjustments through the application or interview process.
Our Commitment to Diversity, Equity, and Inclusion: Signify's mission is to empower every person, regardless of their background or circumstances, with an equitable chance to achieve the careers they deserve. Building a diverse future, one placement at a time.
Check out our DE&I page here: https://www.signifytechnology.com/diversity-and-inclusion/