Sr. Technical Support Analyst at CAI · Manila

Sr. Technical Support Analyst Location: Manila - One World Square Sr. Technical Support Analyst Req number: R7680 Employment type: Full time Worksite flexibility: Remote 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 We are looking for a Sr. Technical Support Analyst. If you have a strong experience in Opera Project Management Systems and strong experience in supporting hotel properties are looking for your next career move, apply now. Job Description We are looking for a Sr. Technical Support Analyst to provide level 2 to level 3 support for an international hotel. This position will be full-time and remote. What You'll Do Provide remote Level 2 & 3 Support for 40+ hotel properties, as well as supporting the corporate office Operate as a mentor and team lead to the other 2 Level 1 resources Will serve as the liaison between Helpdesk and upper IT Needs to take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level Contributes to a Knowledge Base Microsoft 365 Admin Center experience Managing users (creating/disabling/modifying/permissions/password resets/etc.) Managing mailboxes & email distribution lists Verifying Teams & SharePoint user access’ Active Directory experience Useful knowledge for the hybrid (integrated cloud & on-prem) setups Familiar with MFA (multifactor authentication) enrollment/registration Microsoft Authenticator Duo Mobile Extensive experience in a Helpdesk and/or Desktop Support role Emphasis is on EUC (end-user computing) Troubleshoot why users cannot: Access to systems/applications Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.) Web browsers (Microsoft Edge & Google Chrome) Connect to network (LAN/WiFi/Public Hotspot while working remote) Network print Files (missing or permission-related) Other common miscellaneous scenarios (such as connections to docking stations, monitors, keyboard/mouse, sound, etc.) Troubleshooting physical computers (Windows 10/11 desktops/laptops), remote desktops & mobile devices (iOS & Android) What You'll Need Required: Basic knowledge of specialized Applications support (based on department/division) Oracle Opera PMS (both Cloud & on-prem) Hotel-branded apps (Marriott & Hilton) Remote Apps (Great Plains, Financial Reporter, WinRetail) Salesforce, Vena, Mimecast, integrations/add-ins, etc. Extensive knowledge of ticketing systems & remote troubleshooting tools Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central) Preferred: Strong critical thinking skillset (leveraging all possible resources available), with focus on root cause analysis Ability to understand priority & impact (in regard to tickets) Excellent customer service skills (via the ticketing system, Teams chats, phone calls & training documents) Be well organized (related to note taking and helping out the Helpdesk team) Strong team player Prior team management/supervision experience Applications support knowledge – knowing when to support, and when to pass the issue over to the appropriate group 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.