SUPPORT ANALYST

Position Summary

Horizon’s Support Desk team plays a crucial role in the success of our Managed Services Clients. The Support Analyst develops strong relationships with Clients, expertly triages their root cause technology issues and moves the issue through to the best resolution as efficiently as possible. The Support Analyst is often the ‘face’ of Horizon and is expected to provide high-quality, genuine customer service to Horizon Clients at all times.

This role provides services to:

• Horizon Internal - technical support services to Horizon employees and helping to manage Horizon's internal infrastructure.
• Horizon Clients - technical support services to Horizon's Managed Services Clients'.

Position Description

• Promote and embody the corporate culture and Horizon’s core values in all interactions.
• Encourage and foster a similar mindset within and across Horizon teams.
• KPI Target is a minimum average of 10 closed tickets/day.
• KPI Target is 70% First Call Resolution (FCR).
• Ensure high-quality customer service is always delivered to Clients, meeting or exceeding Horizon's service standards.
• Respond to tickets (email or phone calls) in a timely manner:
  • Create and update Client ticket throughout the lifecycle.
  • Effectively triage and diagnose root cause issue(s).
  • Assist Clients in resolving their ticket promptly.
  • Escalate as/when required to appropriate resources across the Horizon Technical team to troubleshoot and resolve Client issues that cannot be resolved immediately.
• Services may be provided remotely and/or onsite.
• Keep comprehensive and accurate ticket notes and time entries as they relate to Client issues and work performed on Client environments.
• Ensure tickets are properly tracked as billable/non-billable.
• Data integrity and hygiene is strictly adhered to and any data anomalies are reported, as a ticket, to management to be addressed.
• Adhere to Horizon’s standards regarding accurate time recording.
• Adhere to Horizon’s standards regarding hours of utilization daily and ensure efficient use of time and resources.
• Follow processes, procedures, and work instructions to ensure consistent customer experiences.
• Ensure high quality customer service for our Clients at all times.
• Be available to cover On Call/After Hours rotation coverage shifts on a preset schedule.
• Stay current on Horizon’s technology stack and industry trends.
• Scheduled hours may vary to ensure Horizon is able to provide required coverage for all supported time zones.
• Other duties as required.

Qualifications

• Degree or Diploma in Computer Science, Information Technology, or related field preferred.
• Previous experience in a technical support role or similar position is beneficial.
• Strong technical acumen, problem-solving and analytical skills.
• Excellent communication skills, both written and verbal.
• Genuine customer-centric approach with the ability to thrive in a dynamic and collaborative environment.
• Strong proficiency in troubleshooting hardware and software issues.
• Extensive experience with standard operating systems (Windows, macOS).
• Strong knowledge of networking concepts.
• Strong understanding of IT infrastructure and security.
• Maintain a professional demeanor, confidentiality, and ethical standards while representing Horizon and interacting with Clients and team members.
• Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
• Ability to work independently and collaboratively with cross-functional teams, including technical and non-technical stakeholders, to achieve Client satisfaction and business objectives.
• Commitment to continuous learning and professional development.
• Microsoft, Fortinet and/or Apple certifications are a benefit.
• Familiarity with the TruMethods MSP methodology is a benefit.
• Must have a valid Drivers License and access to a vehicle for use (mileage expenses will be reimbursed by Horizon).
• Must be able to lift 50lbs.