Sr. Technical Support Analyst - Remote Eligible

Sr. Technical Support Analyst

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary: We are looking for a Sr. Technical Support Analyst to provide level 1-2 support for an international hotel and corporate office.

Job Description: We are looking for a Sr. Technical Support Analyst to provide level 1 to 2 support for an international hotel. This position will be full-time and remote.

What You'll Need:

Required:

• Provide remote Level 1 & 2 Support for 40+ hotel properties, as well as supporting the corporate office.
• Operate as a mentor and team lead to the other 2 Level 1 resources
• Will serve as the liaison between Helpdesk and upper IT.
• Needs to take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level
• Contributes to a Knowledge Base
• Microsoft 365 Admin Center experience
• Managing users (creating/disabling/modifying/permissions/password resets/etc.)
• Managing mailboxes & email distribution lists
• Verifying Teams & SharePoint user access
• Active Directory experience
• Useful knowledge for the hybrid (integrated cloud & on-prem) setups
• Familiar with MFA (multifactor authentication) enrollment/registration
• Microsoft Authenticator
• Duo Mobile
• Extensive experience in a Helpdesk and/or Desktop Support role
• Emphasis is on EUC (end-user computing)
• Troubleshoot why users cannot:
• Access to systems/applications
• Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.)
• Web browsers (Microsoft Edge & Google Chrome)
• Connect to network (LAN/WiFi/Public Hotspot while working remote)
• Network print
• Files (missing or permission-related)
• Other common miscellaneous scenarios (such as connections to docking stations, monitors, keyboard/mouse, sound, etc.)
• Troubleshooting physical computers (Windows 10/11 desktops/laptops), remote desktops & mobile devices (iOS & Android)
• Basic knowledge of specialized Applications support (based on department/division)
• Oracle Opera PMS (both Cloud & on-prem)
• Hotel-branded apps (Marriott & Hilton)
• Remote Apps (Great Plains, Financial Reporter, WinRetail)
• Salesforce, Vena, Mimecast, integrations/add-ins, etc.
• Extensive knowledge of ticketing systems & remote troubleshooting tools
• Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central)

Nice to haves:

• Strong critical thinking skillset (leveraging all possible resources available), with focus on root cause analysis
• Ability to understand priority & impact (in regards to tickets)
• Excellent customer service skills (via the ticketing system, Teams chats, phone calls & training documents)
• Be well organized (related to note taking and helping out the Helpdesk team)
• Strong team player
• Prior team management/supervision experience
• Applications support knowledge – knowing when to support, and when to pass the issue over to the appropriate group

Physical Demands:

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.