Associate Analyst System Support

Assoc Analyst, System Support - Jamaica

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.  

Do you have a strong Technical Background?   Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?  

JOIN OUR TEAM TODAY!  

Job Summary

We are hiring an Associate Analyst System Support in Montego Bay who will be responsible for ensuring IT services are delivered to meet business needs and expectations. Responsibilities will include triaging service requests, assisting tier 3 network/server/telephony equipment configuration, supporting remote users via phone and on-site, configuring hardware equipment, analyzing IT reports, keeping accurate inventory of assets such as equipment, extensions, and more. The environment will include maintenance of cabling and checking the server room temperatures.

Position: This position will be ONSITE across two nearby locations

Onsite Address: Montego Bay 

Role Reports into: Manager, IT

Job Responsibilities:  

• Provides support through telephone, email, or remote assistance to internal users in accordance with the service level agreement and escalates to the next level engineers when appropriate
• Supports internal remote users
• Configures and installs software for end-users’ desktops and laptops remotely or over the phone
• Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations
• Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements
• Participates and performs in project calls and ensures procedures are properly followed and performed
• Assist Global Service Desk as needed
• Troubleshoots advanced hardware needs on-site including: installs, and repairs of desktops, hard phones, network server’s, and other technology products used onsite/remotely.
• May perform equipment tear down as necessary to resolve hardware issues
• Coordinates setup and installation of network, system, and telephony equipment’s to the next level
• Assists engineers (facilities, vendors, network, and other) in the testing and isolation of on-site issues
• Configures PC and keeps track of equipment movements
• Ensures accuracy of asset inventory
• Maintains cabling both in the server room and end user workstations 
• Maintains accurate and updated information of manuals and trackers 
• Perform other duties as assigned 

Requirements:   

• 2+ years of experience in an IT Systems support role or related field
• Studies or degrees in computing will be considered.
• Must be flexible to work and support two locations in the Montego Bay area (inside Freezone and outside Freezone) based on the needs of the business
• Open and flexible schedule availability that may require to work nights, weekends, holidays, and adjust shifts based on the needs of the business Able to adjust work shift with an open schedule availability
• Respond to emergencies or critical issues outside of regular shift/business hours
• Must be able to lift and carry heavy equipment such as servers, desktop computers and network devices
• Frequently troubleshoot and solve technical problems requiring strong analytical skills
• Attention to detail and strong documentation skills
• Excellent communication skills required to provide effective support
• Good time management techniques and ability to manage multiple tasks

Benefits:   

• Competitive pay based on experience.  
• Positive work culture.
• Stable, full-time employment.

• Company paid health & life insurance benefits. 
• Opportunity for professional development.

 Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire.