Sr. Technical Support Analyst

Req number: R6359

Employment type: Full time

Worksite flexibility: Remote Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 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.

Job Summary We are looking for a Sr. Technical Support Analyst to provide level 1-2 support for an international hotel and corporate office.

Job Description

We are looking for a Sr. Technical Support Analyst to provide level 1 to 2 support for an international hotel. This position will be full-time and remote.

What You'll Need

Required

Provide remote Level 1 & 2 Support for 40+ hotel properties, as well as supporting the corporate office.

Operate as a mentor and team lead to the other 2 Level 1 resources

Will serve as the liaison between Helpdesk and upper IT.

Needs to take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level

Contributes to a Knowledge Base

Microsoft 365 Admin Center experience

Managing users (creating/disabling/modifying/permissions/password resets/etc.)

Managing mailboxes & email distribution lists

Verifying Teams & SharePoint user access'

Active Directory experience

Useful knowledge for the hybrid (integrated cloud & on-prem) setups

Familiar with MFA (multifactor authentication) enrollment/registration

Microsoft Authenticator

Duo Mobile

Extensive experience in a Helpdesk and/or Desktop Support role

Emphasis is on EUC (end-user computing)

Troubleshoot why users cannot:

Access to systems/applications

Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.)

Web browsers (Microsoft Edge & Google Chrome)

Connect to network (LAN/WiFi/Public Hotspot while working remote)

Network print

Files (missing or permission-related)

Other common miscellaneous scenarios (such as connections to docking stations, monitors, keyboard/mouse, sound, etc.)

Troubleshooting physical computers (Windows 10/11 desktops/laptops), remote desktops & mobile devices (iOS & Android)

Basic knowledge of specialized Applications support (based on department/division)

Oracle Opera PMS (both Cloud & on-prem)

Hotel-branded apps (Marriott & Hilton)

Remote Apps (Great Plains, Financial Reporter, WinRetail)

Salesforce, Vena, Mimecast, integrations/add-ins, etc.

Extensive knowledge of ticketing systems & remote troubleshooting tools

Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central)

Nice to haves:

Strong critical thinking skillset (leveraging all possible resources available), with focus on root cause analysis

Ability to understand priority & impact (in regards to tickets)

Excellent customer service skills (via the ticketing system, Teams chats, phone calls & training documents)

Be well organized (related to note taking and helping out the Helpdesk team)

Strong team player

Prior team management/supervision experience

Applications support knowledge – knowing when to support, and when to pass the issue over to the appropriate group

Physical Demands

Ability to safely and successfully perform the essential job functions

Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

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 or – 8111.