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Lead Technical Support Analyst

Overview

The Lead Technical Support Analyst works within a dynamic End User Services team that is accountable for providing World Class IT Services and Support across the various companies within HAVI.

This individual will help the Technical Support Manager plan, organize, design, and provide technological assistance to the HAVI community and Service Lines. This individual will also help the Technical Support Manager plan, coordinate, and design Technical Support related activities for HAVI as well as provide support for the Technical Support staff.

This individual will oversee the technical support function focused on day to day operations, remaining in close communications with both the Technical Support Manager and other IT groups, building and maintaining strong relationships with local customers and business leaders.

Responsibilities

  • Help the Technical Support Manager develop policies and procedures that cover incident coordination (escalations, notifications, and resolutions) for complex technical issues.
  • Provide outstanding customer support, foster open dialogue, share diverse options and concerns through a trusting environment.
  • Build strong relationships with key business stakeholders and meet with them on a recurring basis to ensure that SLA’s and Customer Service guidelines are achieved.
  • Reviewing open tickets daily, and take the appropriate action to determine if the right course of action is being taken, seeking opportunities for white glove approach.
  • Lead technical meetings with local customers to address business critical technical issues and develop corrective / preventative actions.
  • Run the day to day operations of the Technical Support function within a site or grouping of sites.
  • Focus on outstanding customer service and a positive customer experience
  • Share knowledge and experiences with the larger technical support team
  • Complete technical support tasks and assignments as given
  • Escalate technical support issues to the Level 3 teams within HAVI IT
  • May need to travel between local sites on a limited basis.

Perform other duties as required.

Desired Skills & Experience

§  Bachelor’s Degree in Computer Science or related field (or equivalent experience).

§  Technical certifications are a plus.

§  ITIL foundations certification preferred.

§  A minimum 5 years of experience with a significant IT background in supporting day-to-day operations within a Technical Support function

§  2+ years demonstrated skills in incident and problem management related to Technical Support, End User Services and Technology.

 

§  The ability to help socialize measurable goals and objectives.

§  Can effectively communicate complex issues to both technical and non-technical individuals.

§  The ability to proactively recommend effective courses of action, communicate resolution, policy and procedures to the various IT stakeholders, management and the end user population.

§  Able to help maintain high standards, expectations, and delivery related to team performance with limited resources.  

§  Excellent organizational, communication and technical skills.

§  Strong customer service skills and people oriented.

§  Excellent written and verbal communications with proven effectiveness at the Executive level.

§  Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.

§  Help to coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.

§  Proven time management skills.

§  Must be a self-starter with a positive attitude.

§  Professionalism and a passion for Customer Service.

§  Adaptability to change and an ability to help socialize change.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

Location

Our company is in the heart of the Loop, making for an easy commute. We are blocks away from the river and the lake surrounded by trendy hotspots.

An Insider's view of The Marketing Store

How would you describe the company’s work-life balance?

The Marketing Store offers employees an incredible work life balance. We all work hard to get the work done but our personal lives and passions outside of work are always supported. Employees are encouraged to have flexible work schedules, working remotely when needed and finding time to do what they love in and out of the office.

Alysha

Vice President, Communications

What's the biggest problem your team is solving?

We’re leveraging data to solve marketing challenges for clients to understand who their customers are, and to activate future games & promotions. By using data, we’re enabling our clients to make data driven decisions and create custom experiences that will resonate with their target audience.

Wendy

Senior Director, Analytics

What makes someone successful on your team?

Being solutions oriented is the secret to success at The Marketing Store. We’re lucky to work with some of the biggest brands on new digital initiatives – which means we are often navigating in the unknown and encountering new scenarios. Successful team members can access current road blocks and determine how they can help solve the problem.

Leigh Anne

Director, Product Management

How do your team's ideas influence the company's direction?

Analytics is at the core of what we strive to achieve at TMS – measurable impact to our client’s business. The decision science team is responsible for enabling the descriptive and prescriptive marketing analytics that drive strategic recommendations and shape the programs that we execute across the agency.

Tom

Manager, Decision Sciences

How do you empower your team to be more creative?

I let creatives do what they came here to do by empowering them to think and have a point of view. Make them trust me because I commit to their development and follow through. I challenge their thinking and executions, so they can think strategically. Respect them as humans and provide them with an environment where they have fun and can grow.

Diana

Vice President, Creative Director

What are The Marketing Store Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
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