Senior Technology Support Analyst

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Job Description:

About UPS Mail Innovations:
UPS Mail Innovations is a leader in providing customized, cost-effective mail solutions to businesses worldwide. We combine innovative technology and logistics expertise to deliver optimal mail processing and distribution services. As part of UPS, a global logistics leader, we are committed to providing exceptional services to our clients and partners.

Position Overview:
We are seeking a highly skilled Senior Technology Support Analyst to join our team and play a critical role in providing technical support and troubleshooting for UPS Mail Innovations. The ideal candidate will have extensive experience in technology support and will be responsible for resolving complex issues, optimizing systems, and ensuring efficient operation of IT infrastructure within our mail innovation platform.

The Senior Technology Support Analyst will act as a subject matter expert, providing mentorship to junior team members and collaborating with other technical departments to resolve critical issues and implement improvements.

Key Responsibilities:

• Provide advanced technical support for UPS Mail Innovations systems, software, and hardware, ensuring issues are resolved quickly and efficiently.

• Diagnose, troubleshoot, and resolve complex technical issues related to mail processing systems, network infrastructure, and application performance.

• Collaborate with internal teams and external vendors to resolve issues and escalate as necessary.

• Manage and prioritize multiple technical support requests, ensuring timely resolution and customer satisfaction.

• Analyze system performance and recommend improvements or updates to ensure the highest level of reliability and efficiency.

• Serve as a point of escalation for more junior technical support analysts, providing guidance, troubleshooting advice, and mentorship.

• Develop and maintain knowledge base documentation for common issues and troubleshooting procedures.

• Work closely with IT teams to ensure the proper configuration and integration of systems and applications.

• Assist in the planning, testing, and deployment of new technologies or system upgrades.

• Monitor system health, security, and compliance to ensure continuous optimal performance and data integrity.

• Participate in on-call support rotation as required.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

• 5+ years of experience in IT support, with a focus on systems, applications, and network troubleshooting.

• Strong problem-solving skills and the ability to troubleshoot complex technical issues.

• Strong knowledge of Windows operating systems, networking, and server administration.

• Strong understanding of Azure monitoring tools like Azure Monitor, Log Analytics, and Application Insights.

• Experience with ITIL processes and best practices for incident, problem, and change management.

• Excellent problem-solving and analytical skills.

• Strong communication and collaboration abilities.

• Ability to work effectively under pressure in a fast-paced environment.

• Self-motivated with a proactive approach to identifying and solving issues.

Preferred Qualifications:

• Azure certifications (e.g., Azure Administrator Associate, Azure Solutions Architect).

• Familiarity with DevOps practices and tools such as Azure DevOps, CI/CD pipelines, and Infrastructure as Code (IaC) using ARM templates or Terraform.

Other Criteria

• Job Grade: 20F

• Must be currently located in the same geographic location as the job or willing to relocate yourself - Required

• Last day to apply is 02/21/2025 11:59pm

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/nationalorigin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.