Technical Support Analyst

With more than 80 years of experience, Oxford has built a house of emotionally resonant lifestyle brands that can stand the test of time and trends. We are the parent company behind the most beloved lifestyle brands in the U.S. Headquartered in Atlanta, GA, Oxford is not just an owner. We’re stewards, growing great businesses, while staying true to what makes them special.

We offer competitive benefits packages which may include generous vacation policy, health and wellness coverage, 401k with company match, discounted stock purchasing, options for education reimbursement, and amazing product discounts! We value work-life balance and offer a flexible corporate office environment.

About the Role:

• Answer incoming incident tickets and calls to troubleshoot and resolve technical problems of minor to intermediate complexity with a focus on first contact resolution.
• Support users across corporate headquarters, retail stores, and distribution centers.
• Fulfill and deliver user service requests.
• Perform Microsoft 365 administration tasks including but not limited to creating and deleting accounts, resetting passwords, adjusting permissions, and managing Exchange mailboxes as necessary.
• Translate successful Incident resolution steps into knowledge base documents and repeatable processes.
• Configure, install, and support Windows 11, MacOS, and iOS hardware and software according to company standards and best practices.
• Work with senior support personnel and collaborate across IT teams to perform break/fix analysis involving troubleshooting and correcting technical problems of medium complexity in a timely manner and determine when escalation is necessary.
• Perform Microsoft 365 administration tasks including but not limited to creating and deleting accounts, resetting passwords, adjusting permissions, and managing Exchange mailboxes as necessary.
• Translate successful Incident resolution steps into knowledge base documents and repeatable processes.
• Configure, install, and support Windows 11, MacOS, and iOS hardware and software according to company standards and best practices.
• Work with senior support personnel and collaborate across IT teams to perform break/fix analysis involving troubleshooting and correcting technical problems of medium complexity in a timely manner and determine when escalation is necessary.

You will enjoy this job if you....

• Have the ability to analyze complex process problems, identify causes, determine potential process improvements including potential technology solutions.
• Communicate effectively both orally and in writing, with a variety of people who have different skill levels of technical competence.
• Excellent organizational time management skills. Able to manage and prioritize multiple, simultaneous asks.
• Efficient in Microsoft Office Suite, including analytical and reporting tools.
• Competent in business process mapping.
• Ability to learn quickly

Who we would like to meet:

• Minimum of 2 years of college or an Associate’s degree in computer technology preferred.Generally, 2+ years of working experience with computer hardware and software support.
• Experience supporting Microsoft Windows 11, Microsoft 365, Active Directory/Entra, Exchange, SharePoint, and Office365 in a Microsoft-networked computer environment.
• Experience supporting collaboration and meeting platforms such as Microsoft Teams or Zoom, as well as related conferencing hardware.
• Familiarity with warehouse and fulfillment hardware – Zebra label printers, handheld scanners
• Solid foundational understanding of networking & remote connectivity.
• Experience developing knowledge base articles and technical documentation.
• Proficiency configuring and managing Windows 11, MacOS, iOS, and Android hardware and software using mobile device management systems – Microsoft Intune
• Proficiency supporting and managing enterprise print services.
• Strong fulfillment hardware troubleshooting skills.
• Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
• Ability to manage and prioritize multiple tasks under pressure.
• Good communication and exceptional customer service skills using all forms of media.
• Professionalism, and a tolerance for ambiguity.

What happens next?

If you are interested in this opportunity please apply! You will receive an email confirming we received your application. We will review your application as soon as possible. You can update your resume or information at any time by accessing your candidate profile.

This Company is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here. If you need an accommodation to complete an online application, please contact the location you are applying to or contact us at 1-888-725-1899.

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