Senior Support Analyst
Virtual Vocations Inc
Seeking a self-motivated Senior Support Analyst for a full-time remote position, who will provide first-level technical support and basic security triage for employees, ensuring compliance and resolving issues related to applications, hardware, and software. Key responsibilities Drive toward resolving at least 85% of incoming incidents on first contact while maintaining security protocols Deliver accurate and timely solutions to achieve a Customer Satisfaction (CSAT) score of 4.5 or higher Identify root causes of recurring issues and propose long-term fixes or self-service opportunities Required qualifications Minimum of 5 years of customer-facing experience, preferably in phone-based technical support Technical degree (Associate's or higher) in Computer Science/IS or relevant IT certification (e.g., CompTIA A+, Network+, Security+) Foundational understanding of identity and access management and endpoint security principles Proficiency with Windows Operating Systems, Google Workspace, and Microsoft Office suite Hands-on experience troubleshooting PC hardware and network connectivity issues
Vacancy posted 2 days ago
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