Senior Product Technical Support Analyst

About the role

Provide day‑to‑day technical support and troubleshooting for end users in a fast‑paced service desk environment. Work within a 24x7 operation, delivering consistent service quality across calls, chats, and tickets for banking and insurance clients in the United States.

Key responsibilities

• Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels.
• Perform user access and identity support activities, including Active Directory tasks.
• Document, track, and update cases accurately in ServiceNow, escalating incidents as needed.
• Participate in cross‑team collaboration during outages and contribute to knowledge‑base documentation.
• Maintain a dependable support presence within a 24/7 shifting schedule.

Required profile

• 3+ years of experience in a service desk or technical support role handling end‑user troubleshooting.
• Strong communication skills with the ability to explain technical concepts clearly.
• Willingness to work hybrid (at least 2 days onsite) and a 24/7 shifting schedule.

Required skills

• Active Directory
• ServiceNow
• Citrix
• VPN
• Hardware troubleshooting
• Networking troubleshooting