HIH Technical Support Senior Analyst

Location: Hyderabad, India
Department: IT

We are seeking a Technical Support Senior Analyst to join the Deskside Support Services (DSS) team. The successful candidate will be a senior individual contributor within the L2 Technical Support function, responsible for resolving complex technical issues, acting as an escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement.

Responsibilities:

• Provide colleague technical support including computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Manage basic ticket workflows, escalate unresolved issues in a timely manner, and maintain and track inventory of hardware.
• Provide proactive support, maintenance, and innovation, interacting with other support groups to restore service and identify and correct colleague computing problems.
• Analyze and identify trends in issue reporting and develop preventative solutions.
• Lead process improvement efforts and proactively update documentation.
• Serve as Subject Matter Expert (SME) across the organization.

Qualifications:

• Strong knowledge of Microsoft operating systems and Microsoft Office, Apple hardware and operating systems, networking switches and data networks, IP telecommunications systems, and Audio Visual Systems.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate with colleagues and other Technology staff.
• At least 4 Years PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• Willingness to complete technical documentation.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.