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Sr zTech Analyst

| Greater Denver Area

Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description

The zTech Team mission is to provide effortless IT service to all Zayo employees and to increase efficiency across all Product Groups Globally.

Responsibilities

  • Manage IT Support queue queues and assign out tasks for case completion

  • Assist in training of new analysts

  • Perform Quality Assurance auditing monthly

  • Request process changes/access for clients based on ITIL best practice

  • Update entire team and leadership on outages

  • Answer phone calls/voicemails and provide Tier 1 troubleshooting

  • Respond to and troubleshoot all tickets entering the IT Support queue in SalesForce based on the case handling process outlined in the training guide

  • Create knowledge articles based on cases handled

  • Open zTech cases and provide status updates

  • Provide follow-up calls to ensure issue resolution

  • Ensure customer satisfaction with personalized customer service skills

  • Build and maintain working relationships with all IT contacts

  • First level of response for all hardware/software problems; Identify sources and trends of technical problems to prevent future occurrences

  • Assist in the procurement of software and hardware requested by Product Groups

  • Coordinate outages and large scale issues with the I&O team

  • On-call responsibilities on a monthly basis

  • Perform network account moves and changes for requests, verification, and equipment configuration

  • Help with laptop and desktop repairs and support for support locations

  • Coordinate all Technology Support-related product/service support activities, systems and network maintenance/outages

  • Recommend ways to improve product and service support capabilities

  • Other duties as assigned

Qualifications

  • 1+ years of experience as a Service Desk Analyst 1 or 2+ years of outside technical experience required
  • A+, Network+, and/or MCP certifications are a plus
  • Proven ability to build and establish rapport among peers and colleagues.
  • Aptitude with current client and internal processes.
  • Proven ability to provide superior customer service both on and off of the phone.
  • Proven ability to troubleshoot and resolve technical and procedural issues.
  • Capable of learning both technical and procedural components.
  • Ability to react quickly and professionally in stressful situations.
  • Ability to adapt to the ever-changing high volume retail while working in a cross-functional team environment.
  • Must have the capacity to take initiative for making appropriate decisions and have strong analytical and problem solving skills.
  • Flexibility to adapt in a variety of situations.
  • Must have advanced attention to detail with the capability to prioritize and meet deadlines.
  • Excellent written communication and documentation skills.
  • Excellent verbal communication and interpersonal skills for maintaining effective business relationships with peers, senior management, customers, and vendors.
  • Must have advance knowledge with MS Office including Outlook, Word, and Excel.
  • Ability to multitask and have excellent organizational skills is essential.

Rewards

  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Group Perks + Benefits

Zayo Group Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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