About Company
Career.zycto is revolutionizing how businesses leverage technology, empowering seamless operations through robust digital solutions. For a technical support analyst, our environment offers a unique chance to be at the forefront of problem-solving, directly impacting user satisfaction and system stability across diverse projects. We value innovation, foster continuous learning, and believe in supporting our teams with the tools and autonomy needed to excel. Join us and contribute to a culture where your expertise in diagnosing and resolving complex technical issues is not just appreciated, but central to our success in delivering exceptional service. We champion a supportive atmosphere where professional growth and collaboration thrive.
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Job Description
Are you a detail-oriented problem-solver with a passion for technology and a knack for helping others? Career.zycto is seeking a dedicated Technical Support Analyst to join our expanding remote team. In this pivotal role, you will be the first point of contact for our users, providing essential technical assistance and support related to computer systems, hardware, and software. You will diagnose and troubleshoot issues, guide users through problem-solving steps, and ensure a smooth and efficient resolution process.
This remote position offers the flexibility to work from anywhere while being an integral part of a collaborative and innovative team. You will be responsible for maintaining high levels of customer satisfaction, documenting solutions, and contributing to the continuous improvement of our support processes. We are looking for someone who thrives in a fast-paced environment, possesses excellent communication skills, and is committed to delivering exceptional service. If you’re ready to make a significant impact by ensuring our technology functions flawlessly for our global user base, we encourage you to apply and become a key part of our mission.
Key Responsibilities
- Provide first-line technical support to users via phone, email, chat, and remote assistance tools.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently and effectively.
- Escalate complex or unresolved issues to senior support staff or specialized teams when necessary.
- Document all support interactions, resolutions, and steps taken thoroughly within the ticketing system.
- Guide users through step-by-step solutions with clear, concise, and easy-to-understand instructions.
- Maintain up-to-date knowledge of company products, services, and support procedures to provide accurate information.
- Contribute to the creation and maintenance of a comprehensive knowledge base and self-help resources.
- Participate in an on-call rotation as required to ensure continuous support coverage.
- Ensure data integrity and security in all support activities, adhering to company policies and regulations.
Required Skills
- Proven proficiency in Windows and macOS operating systems, including troubleshooting and configuration.
- Demonstrable experience with ticketing systems (e.g., Zendesk, ServiceNow) for managing support requests.
- Strong understanding of network fundamentals (TCP/IP, DNS, VPN) and basic connectivity troubleshooting.
- Excellent problem-solving and analytical skills with the ability to diagnose complex technical issues.
- Superior verbal and written communication skills in English, suitable for a global user base.
- Ability to work independently and manage time effectively in a remote work environment.
- Customer-focused approach with a patient, empathetic, and professional demeanor.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- ITIL Foundation certification or similar certifications in IT service management.
- Experience with cloud platforms (AWS, Azure, Google Cloud) and their associated services.
- Familiarity with scripting languages (e.g., PowerShell, Python) for automation tasks.
- Fluency in German or other European languages to support diverse user populations.
Perks & Benefits
- Competitive salary package with potential for performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- Generous paid time off, including vacation days, sick leave, and public holidays.
- Flexible remote work environment, promoting work-life balance.
- Dedicated budget for professional development, training, and certification opportunities.
- Company-provided equipment (laptop, monitor, headset) to ensure a comfortable home office setup.
- Regular virtual team-building events and social gatherings to foster connection.
- Employee assistance program offering confidential support and resources.
How to Apply
Encourage applicants to click on the link below to apply for the job.
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