Verndale

Support Analyst

Optimization & Infrastructure - Quito, Ecuador - Full Time

About the Support Analyst Position

The Support Analyst is responsible for answering, managing, and replying to managed services inquiries from Verndale's clients. The Support Analyst will be responsible for providing solutions to common client problems, managing support issues that need to be assigned to network administrators, engineers, and project managers, and ensuring that all SLA requirements are met.
The Help Desk is the first line of support for both clients and internal Verndale IT, answering phone calls, emails, and help desk tickets. Tickets may be created by clients, Verndale staff, or generated automatically by monitoring software.
The qualified candidate must be able to work with limited supervision and will be responsible for shifts from 9:00am to 5:00pm. They will also be part of a weekend on-call rotation and so must be available to respond to critical issues that may arise during the time they are on call.

Responsibilities
  • Respond to incoming requests made via web, email, or phone within agreed-upon levels in customer service level agreements.
  • Intake, prioritize, and respond to automated alerts from systems Verndale supports.
  • Log, identify, and organize tickets according to priority.
  • Resolve common client issues by consulting the Knowledge Base system.
  • Triage and distribute tickets to network administrators, project managers, engineers, and facilities personnel. 
  • Ensure that proper escalation procedures are followed based on issue severity and client SLA.
  • Update and maintain client documentation.
  • Configure, maintain, and troubleshoot issues with employee workstations and company infrastructure, with support from Verndale’s central Infrastructure group as needed.
  • Work with Verndale’s central Infrastructure team to roll out new equipment as well as software and configuration updates for existing equipment.
Qualifications
  • Proven ability to work effectively independently and with a team.
  • Excellent customer service skills, strong English communication both verbally and in writing.
  • Must be detail-oriented, have strong troubleshooting, communication, and documentation skills.
  • Must be able to organize and prioritize a large number of tasks at any given time.
  • Experience with PC applications such as Word, Excel, and Outlook.
  • Intermediate knowledge of PC setup, desktop support, and networking.
  • Prior IT/Network Admin experience a plus.
  • Prior experience with infrastructure and application monitoring tools (e.g. Azure Application Insights, Cacti, New Relic) is a plus.
  • Prior experience managing web applications running on IIS is a plus.
  • Prior experience with Microsoft Azure is a plus.

Ten Great Reasons to Work at Verndale

  1. We are a rapidly growing company that is just as scrappy and entrepreneurial today as when we were founded in 1998.
  2. We are relentlessly curious and enthusiastically solve our clients’ complex business problems through technology, data, and design.
  3. We foster a culture that enables every person in the organization to do the best work of their career.
  4. We offer regular training and professional development to move careers forward.
  5. Client and employee satisfaction are our two most important business metrics.
  6. We celebrate and champion diversity, equity, and inclusion.
  7. We offer generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
  8. we offer top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees’ needs. 
  9. We support a healthy work/life balance.
  10. We are fully remote enabled and embrace the evolving definition of the workplace.

About Verndale

Verndale is a digital experience agency. purpose-built to help marketing and technology leaders connect the dots of the consumer journey. From our offices in Boston, Los Angeles, Minneapolis, and Quito, we design and develop digital experiences and enable marketing technologies that bring brands and their customers together.
We know that in order to do great work, you have to make work great. Verndale is committed to always being a company that celebrates diversity, equality and inclusion. We strive to recruit and retain people who are committed to creating the climate of respect that is essential for individual and company success. Verndale's services are built around a core methodology that encompasses Growth Strategy, Experience Design, Technology Enablement, and Experience Optimization.
Learn more about Verndale at http://www.verndale.com

Compensation & Benefits

Verndale is proud of the fun, diverse, and respectful company environment we enjoy on a daily basis. Competitive compensation and comprehensive coverage for medical, dental, life, disability and a 401(k) savings plan are offered to all full-time employees. Ample company paid holidays and personal time off make having a work-life balance possible. For some roles, remote work is a definite possibility; we believe in hiring the best and keeping our own happy and motivated.
 Verndale is an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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