Technical Support Analyst

Req number:

Employment type:

Worksite flexibility:

Who we are

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 1 support for an international hotel. This position will be full-time and remote.

What You'll Do:

• Level 1 Support for 40+ hotel properties, as well as supporting the corporate office

• Support for Office 365 password resets and MFA enrollments

• Support for Cloud based PMS password resets

• Support for logging into the Property Management System, printing, and internet access (browser usage)

• Desktop support using ManageEngine Endpoint Central (printer, Office Apps troubleshooting)

• Utilize ManageEngine ServiceDesk Plus

What You'll Need:

• Minimum 5 years of experience in an IT Helpdesk or technical support role

• Experience working directly with end users; ability to ask probing questions to assess and understand the root cause of issues before troubleshooting

• Accustomed to working for US-based companies; must be willing and able to commit to a night shift schedule and open to weekend coverage (Saturday and/or Sunday required)

• Highly reliable and dependable; demonstrates strong work ethic and commitment to a structured, consistent schedule

• Self-starter and detail-oriented; takes initiative to research and better understand technical situations independently

• Experience with MSP environments or hospitality industry is a plus

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 application.accommodations@cai.io or (888) 824 – 8111.