Technical Support Analyst

CloudPSO is a Information Technology Outsourcing (ITO) company that assists in the acquisition of qualified staff to address complex digital problems in order to increase efficiency, reduce costs, and maintain compliance.

CloudPSO was founded in 2017 with an aim to provide businesses with a competent and skilled workforce at any given point in time and from any geographic region.

We are a US-based company with headquarters in Dallas (Texas) and a center of excellence in Pakistan. We have over 200 facility seats with an additional Work-From-Home facility. CloudPSO has skillful in-house software development teams with state-of-the-art tools, the latest VOIP technology platform, and secure infrastructure.

Our core values consist of client satisfaction, commitment, quality, and transparency.

We, at CloudPSO, hunt, analyze, recruit, train, and retain top-notch talent for you to help achieve your business goals. Optimizing mission-critical and day-to-day enterprise IT operations, CloudPSO enables businesses to transform, innovate and scale.

This is a remote position.

Role Description: We are seeking a dedicated Technical Support Analyst to join our team. This work-from-home position is based on the East Coast to support our primary customers on the East Coast and EU regions. Applicants must have a home office with a reliable internet connection for video conferencing.

The Technical Support Analyst will work closely with product development and support specialists to troubleshoot software issues with our products, reporting to the Technical Support Manager. This role requires interaction with customers' IT teams to assist with technical issues via email and video conference. The ideal candidate will have experience in tiered-level technical customer support, a strong understanding of resolving customer needs promptly, and excellent troubleshooting skills. Strong communication and problem-solving skills, along with the ability to work both independently and collaboratively, are essential.

Key Responsibilities:

• Demonstrate strong communication skills in English while maintaining friendly composure with external customers. Will require video and phone interaction.
  
• Communicate and provide knowledge transfer to other support agents on escalated calls and resolutions.
  
• Provide technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook and Zoom.
  
• Create and update technical support knowledge base articles, troubleshooting guides, and support documentation.
  
• Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes.
  
• Prioritize incidents, requests and product questions to ensure all SLAs are met.
  
• Escalate or collaborate with appropriate support management, specialists and/or development teams on unresolved issues.
  
• Maintain call records/logs and resolution details using an incident tracking system.
  
• Collaborate with development teams on new technology testing and implementation.
  

• 3+ years of technical support experience in the software industry.
  
• Bachelor's degree in IT, Computer Science, or a related field is preferred.
  
• A+ Certification, Network+, and Microsoft Certified - MCP are beneficial.
  
• Extensive knowledge of Windows 11, 10, Server 2022, and 2019 for hardware/software installation and configuration.
  
• Strong Microsoft software troubleshooting skills.
  
• Understanding/experience in networking (TCP/IP, DNS, HTTP/HTTPS).
  
• Understanding/experience with Windows and configurations.
  
• Ability to react quickly and effectively under pressure.
  
• Superb troubleshooting skills and tenacity in problem-solving.
  

Additional Qualifications:

• Familiarity with virtualization technologies like VMware or Hyper-V.
  
• Strong documentation skills for creating technical guides and support documentation.
  
• Excellent time management and organizational skills.
  
• Experience using troubleshooting tools such as Process Monitor (procmon), Windows Performance Recorder/Analyzer (or Xperf) and Packet Capturing tools such as Wireshark is a plus.
  
• General experience working within virtual environments on cloud platforms such as AWS and Microsoft Azure is a plus.
  
• Knowledge of scripting languages (e.g., PowerShell) for automation is a plus.
  

Benefits:

• Competitive salary and benefits package.
  
• Opportunities for professional development and growth.
  
• Collaborative and innovative work environment.
  
• Chance to work on cutting-edge cloud projects.
  
• Supportive and inclusive company culture.