Sr. Technical Support Analyst

Sr. Technical Support Analyst<p style="text-align:inherit"></p><p style="text-align:left"><strong>Req number:</strong></p>R7680<p></p><p><strong>Employment type:</strong></p>Full time<p style="text-align:inherit"></p><p style="text-align:left"><strong>Worksite flexibility:</strong></p>Remote<h2></h2><h2><strong>Who we are</strong></h2><p style="text-align:left !important">CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 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.</p><p></p><p><strong>Job Summary</strong></p>We are looking for a Sr. Technical Support Analyst. If you have a strong experience in Opera Project Management Systems and strong experience in supporting hotel properties are looking for your next career move, apply now.<p style="text-align:inherit"></p><p style="text-align:left"><strong>Job Description</strong></p><p></p><p>We are looking for a <strong>Sr. Technical Support Analyst</strong> to provide level 2 to level 3 support for an international hotel. This position will be <strong>full-time </strong>and <strong>remote.</strong></p><p></p><p><strong>What You'll Do</strong></p><ul><li><p>Provide remote Level 2 & 3 Support for 40+ hotel properties, as well as supporting the corporate office</p></li><li><p>Operate as a mentor and team lead to the other 2 Level 1 resources</p></li><li><p>Will serve as the liaison between Helpdesk and upper IT</p></li><li><p>Needs to take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level</p></li><li><p>Contributes to a Knowledge Base</p></li><li><p>Microsoft 365 Admin Center experience</p></li><li><p>Managing users (creating/disabling/modifying/permissions/password resets/etc.)</p></li><li><p>Managing mailboxes & email distribution lists</p></li><li><p>Verifying Teams & SharePoint user access’</p></li><li><p>Active Directory experience</p></li><li><p>Useful knowledge for the hybrid (integrated cloud & on-prem) setups</p></li><li><p>Familiar with MFA (multifactor authentication) enrollment/registration</p></li><li><p>Microsoft Authenticator</p></li><li><p>Duo Mobile</p></li><li><p>Extensive experience in a Helpdesk and/or Desktop Support role</p></li><li><p>Emphasis is on EUC (end-user computing)</p></li><li><p>Troubleshoot why users cannot:</p></li><li><p>Access to systems/applications</p></li><li><p>Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.)</p></li><li><p>Web browsers (Microsoft Edge & Google Chrome)</p></li><li><p>Connect to network (LAN/WiFi/Public Hotspot while working remote)</p></li><li><p>Network print</p></li><li><p>Files (missing or permission-related)</p></li><li><p>Other common miscellaneous scenarios (such as connections to docking stations, monitors, keyboard/mouse, sound, etc.)</p></li><li><p>Troubleshooting physical computers (Windows 10/11 desktops/laptops), remote desktops & mobile devices (iOS & Android)</p></li></ul><p></p><p><strong>What You'll Need</strong></p><p></p><p>Required:</p><ul><li><p>Basic knowledge of specialized Applications support (based on department/division)</p></li><li><p>Oracle Opera PMS (both Cloud & on-prem)</p></li><li><p>Hotel-branded apps (Marriott & Hilton)</p></li><li><p>Remote Apps (Great Plains, Financial Reporter, WinRetail)</p></li><li><p>Salesforce, Vena, Mimecast, integrations/add-ins, etc.</p></li><li><p>Extensive knowledge of ticketing systems & remote troubleshooting tools</p></li><li><p>Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central)</p></li></ul><p></p><p><strong>Preferred:</strong></p><ul><li><p>Strong critical thinking skillset (leveraging all possible resources available), with focus on root cause analysis</p></li><li><p>Ability to understand priority & impact (in regard to tickets)</p></li><li><p>Excellent customer service skills (via the ticketing system, Teams chats, phone calls & training documents)</p></li><li><p>Be well organized (related to note taking and helping out the Helpdesk team)</p></li><li><p>Strong team player</p></li><li><p>Prior team management/supervision experience</p></li><li><p>Applications support knowledge – knowing when to support, and when to pass the issue over to the appropriate group</p></li></ul><p></p><p><strong>Physical Demands</strong></p><ul><li><p>Ability to safely and successfully perform the essential job functions</p></li><li><p>Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.</p></li><li><p>Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor</p></li></ul><p style="text-align:inherit"></p><p style="text-align:left"><strong>Reasonable accommodation statement</strong></p><p style="text-align:left">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 <span><span><span><span><span><span><span><span><span><span class="WEH1">application.accommodations@cai.io</span></span></span></span></span></span></span></span></span></span> or (888) 824 – 8111.</p>