Technical Support Expert
3 days ago
Senior IT Support Analyst
About the Role:
We are seeking a highly skilled and experienced Senior IT Support Analyst to join our team at Qualcomm Technologies, Inc. This role involves providing advanced technical support to analysts, collaborating with other IT teams, and maintaining accurate records of service desk activities.
Key Responsibilities:
- Escalate and resolve complex technical issues related to operating systems, software applications, network connectivity, and hardware components.
- Perform root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.
- Develop and deliver training sessions on new updates and changes.
- Collaborate effectively in IT projects and initiatives aimed at improving service and process improvements.
- Coach, mentor, and conduct quality audits.
Requirements:
- Willingness to work in a 24x7x365 support model.
- Strong knowledge of IT service management frameworks such as ITIL.
- Proficiency in troubleshooting expertise in Windows OS, understanding of Linux/MacOS, M365, Intune, basic networking, Active Directory, and remote support tools.
- Strong customer service orientation and a commitment to delivering high-quality support to end-users.
- Excellent verbal and written communication skills with the ability to convey technical concepts to non-technical users.
- Ability to work independently with minimal supervision and as part of a collaborative team.
- Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
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