Job description

This is a remote-based position located in the United States, in the Eastern Time Zone.

Calix is seeking an IT Support Analyst II to join our team. The primary responsibility for this role will be to assist the Information Technology department with all aspects of technology as it relates to Calix. This includes, but is not limited to, user support, guidance for (Level 1) L1 support analysts in troubleshooting, escalation point for Level 2 (L2) incidents, maintenance and service, network and infrastructure maintenance, and all other technology needs.

Responsibilities and Duties:
Provide a high level of customer service while supporting Calix team members in a fast-paced environment. Support includes, but is not limited to, laptops, mobile and data devices, cloud-based technologies.
Provide in-depth technical support to end users.
Analyze ticket data to proactively identify trending issues and problems.
Guide L1 support analysts with technical troubleshooting process.
Act as escalation point to assess issues and provide solutions for problems that cannot be resolved by L1.
Liaise with L3 support and service vendors for troubleshooting issues and implementing minor updates/changes.
Support a variety of operating systems, software, email, infrastructure, and cloud-based technologies.
Hardware and software asset tracking and inventory management.
Provide on-site technical support at special events, e.g., Calix events, all-hands meetings, etc.
Communicate and collaborate frequently with end users as well as with local, regional, and global support teams.
Maintain configurations of all notebook and desktop computer systems according to established standards.
Document and update technology related instructions and procedures as required.
Participate in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement; evaluate new technologies for potential applicability within Calix.

Qualifications:
Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.
Minimum of 3-5 years’ experience in similar role.
Experience in communicating and presenting technical concepts to management, peer group and staff.
Experience in working with remote teams.
In-depth troubleshooting of Windows and MacOS, O365, cloud-based technologies a must.
Strong knowledge of networking concepts and ability to address networking issues.
Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area.
In-depth skills in the following areas: hardware, software, cloud-based concepts and technologies, networking, and troubleshooting.
Minimum Bachelor’s degree or similar technical training and experience.
CompTIA Core Certifications preferred.

Preferred Qualifications:
Focuses on excellent customer service and the needs of the user community.
Skilled at solving complex issues by seeking to understand the root cause effectively.
Ability to seek out and take on new challenges while making sound decisions.
Strong collaboration skills to work with all levels within the organization.
Willing and able to help guide fellow support analysts in troubleshooting process.
Able to respect all Calix information as personal and confidential.
Focuses on continuous learning to further IT knowledge and career development.
Meticulous attention to detail.
Ability to understand expectations and meet deadlines.
Ability to identify gaps in established procedures/standards, provide suggestions and feedback.
Communicates effectively. Excellent oral and written English, clear communication.

Location:
Remote-based position located in the United States, Eastern Time Zone.

#LI-Remote

jackharris.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jackharris.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jackharris.com is the ideal place to find your next job.