Senior Analyst - Onsite Technical Support

Company:

MMC Corporate

Description:

We are seeking a talented individual to join our Onsite Technical Support team at MMC as a Senior Analyst - Onsite Technical Support. This role will be based in San Diego (with some travel required to Irvine). This is a hybrid role that has a requirement of working at least three days a week in the office.

As a Senior Analyst - Onsite Technical Support, you will be providing technical support to colleagues both pro-actively & re-actively, via a variety of support channels both inbound and outbound across multiple lines of businesses within MMC . This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware related issues either in person or virtually. In this role, you will deliver support in accordance with agreed KPIs and SLAs. There may be occasional support required during weekends and out of hours including crisis/emergency situations

We will count on you to:

Reactive Technical Support

• Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom)

• Assist with building laptops and installing, maintaining, troubleshooting and repair of all MMC hardware, software and mobility technology problems.

• Respond to and resolves incidents and requests and escalates with appropriate level of urgency.

• Proactively communicates and follows up with colleagues on all incidents and requests

• Reconfigure existing laptops and/or perform tune-up services (quick and re-image) as required.

• Log all issues with appropriate documentation as determined by standard operating procedures

• Escalate requests in a timely manner with warm hand-offs to other technical resolver groups

• Route incidents to appropriate support teams as per described troubleshooting steps.

• Monitor and escalate issues until resolution, closure or the appropriate group has accepted.

• Use MMC Tech incident management system to record and track all support work.

• Assist with Technology Infrastructure troubleshooting and Change Management tasks for offices supported.

Proactive Technical Support

• Provide proactive support to all colleagues through a variety of digital channels based on data in Nexthink and other performance management systems

• Collaborate with engineering teams to pro-actively remediate device and systems identified as at risk.

• Provide pro-active training and knowledge sharing on MMC systems and devices to maximize functionality usage.

• Assist with projects as and when assigned.

Administrative Tasks and Training

• Will require weekend / after-hours work for occasional emergencies

• Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge.

• Performs time tracking tasks as required to ensure resources are allocated correctly to business requirements.

What you need to have:

• Associates degree in a technology related discipline, or a combination of work experience, education and training equivalent to a two-year college in a technology related discipline

• Two years of related work experience in a technical support role

• Background of working as a technical troubleshooter

• Very strong knowledge of industry desktop operating systems and software.

• Excellent organizational and prioritization skills.

• Through troubleshooting and analysis skills.

• Superior customer service skills.

• Ability to communicate effectively, both verbally and written.

• Ability to work independently and with minimal supervision and under pressure.

• Ability to adapt to a changing environment with a wide degree of creativity and latitude.

• Fluent in English to business level.​

What makes you stand out?

• Relevant Industry certifications.

• ITSM understanding.

• Ability to work with local and remote teams over different time zones.

• Travel may be required depending on location.

• Occasional evening and weekend work may be required

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create