Second Level Analyst

Computacenter North America • Plano

Plano

213870-en_US

About the role

The Second Level Analyst will provide excellent customer service and high-quality technical support. They must be well organized, self-motivated, punctual, and flexible in their approach to work. He or she must also be able to prioritize a variable workload and know when to escalate a problem appropriately. They will be required to communicate effectively with pressurized users at all levels, often whilst under pressure themselves. Whilst demonstrating that they are an excellent team player the candidate will have a solid background working within a busy team. The position provides exposure to a broad range of IT related projects and activities. As part of the team you will also can help improve the firm’s systems, procedures and knowledge base by contributing and collaborating.

What you'll be doing

Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
Troubleshoot desktop / Laptop hardware and software issues
Ensuring that a high level of customer service and support is provided
Providing assistance and support to colleagues in IT related matters
Providing assistance as required to the IT senior manager
Escalating problems where necessary to management or third-party suppliers
Undertaking small to medium-sized IT projects as instructed by the IT senior manager
Performing miscellaneous job-related duties as assigned by the IT senior manager
Performing basic administrative support duties, as required, to meet specific operational objectives
Diagnosing and resolving technical issues on your own and as part of a team
Assist with troubleshooting and resolving infrastructure issues
Handling escalated calls from first/second line members
Provide support to users via telephone, email and remote control
Confident, clear and professional telephone manner
Log calls via the helpdesk call logging software
Excellent written and verbal communication skills
Keeping documentation up-to-date
Liaising with 3rd parties and suppliers
Administration support via Active Directory
Following processes and procedures
Carrying out daily check on firms infrastructure systems
Flexible rota — out of hours cover on weekends
Embrace and support Computacenter’s mission and core values.
Provide training and coaching

What you have

Legally eligible to work in the United States.
If required, US citizenship or lawful permanent residency
Strong knowledge of Microsoft Windows
Strong knowledge of Microsoft Office or Business Office Applications
Good knowledge of Microsoft Windows Servers
Good knowledge of Citrix
Knowledge of Printers
Knowledge of Email Functionality – Mobile and Application Based
Knowledge of Mobile Device Operating Systems (ex: Android/Apple)
Knowledge and understanding of TCP/IP, DNS, DHCP, Active Directory
Experience of working with Virtual Desktops: Troubleshooting/Use/Diagnosing
Beneficial but not essential, knowledge of Contact Center Systems: (Ex: Contact Pro, Avaya, Genesys)
Google Suite preferred
BMC Helix ITSM tool

Why you should choose us

Showing appreciation & having fun

Great performance is recognized, so too the willingness to help others. Our Bravo! and tenure recognition scheme schemes are just a taste of how we say thank you for all that you do. And when it comes to recognizing success, we love to celebrate. Our company and team events are legendary!

Open communication

Despite our size, we’re an open organization that doesn’t hide behind hierarchy. We communicate regularly, openly, and directly. For us, it’s about being straightforward, delivering, and doing the right thing. Essentially, we’re people dealing with people!

Inclusive workplace

People work best when they bring their whole selves to work; that’s why we see and value you as the individual you are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity, and promote inclusion within our industry.

Health & wellbeing

Our people are our greatest asset, and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Program, a ‘Be well’ app (powered by Humanoo), Mental Health First Aiders, wellbeing webinars, wellness fairs, and much more.

Tuition reimbursement

Interested in continuing your formal education or pursuing various certifications? Computacenter provides up to $5,250 in tuition reimbursement for full time employees. We value continuing education, and this assistance includes tuition, books, registration fees, and more.

Pension & financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? For our people based in the US, we offer automatic enrollment onto our 401(k)-retirement plan with a company match. For our Canadian colleagues we offer enrollment onto a Registered Retirement Savings Plan provided by Canada Life where we’ll match 25% up to 6% of your base earnings. Irrespective of where you’re based, you’ll also have access to our financial advisors who can help you with your retirement planning needs.

Parental leave

If you’re expanding your family, you can utilize our parental leave program that provides twelve weeks of 100% paid leave for birthing parents, and two weeks of paid leave for non-birthing parents. Grow your family with peace of mind as you grow professionally with us.

Flexible benefits

We offer a wide range of benefits that you can tailor to fit you needs. In addition to great medical, dental, and vision coverage options, we also provide 100% company-paid life insurance, and short- and long-term disability insurance. Our easy to navigate employee benefits platform, you’ll have the opportunity to enroll in supplemental life insurance.

You belong

At Computacenter, we celebrate difference, and it’s important to us that we have a working culture where you can be free to be yourself. We provide an environment where you feel valued, respected, and supported to reach your full potential, and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access for everyone. Your application to join the team is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

We welcome applications from disabled people and accept applications in alternative formats.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years. Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

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