Sr. Technical Support Analyst

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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.

Job Summary

Job Description

We are looking for a Sr. Technical Support Analyst to provide level 2 to level 3 support for an international hotel. This position will be full-time and remote.

What You'll Do

• Provide remote Level 2 & 3 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)

What You'll Need

Required:

• 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)

Preferred:

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

• Ability to understand priority & impact (in regard 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 [email protected] or (888) 824 – 8111.