Sr zTech Analyst

| Greater Denver Area | Hybrid
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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
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • 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 Perks + Benefits

Zayo 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 security to our employees and their families.

Culture
Volunteer in local community
Provides up to 16 hours a year to volunteer in the community
Partners with nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Employee Resource Groups Mental Health & Disability Advocacy | Pride | Women's | Multicultural | Veterans | Sustainability
Hiring practices that promote diversity
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 $2,850 annually.
Disability insurance
Short & Long term disability insurance are a free company provided benefit to all full time employees. They cover 60% of annual salary up to $5000/$10000 monthly maximum payout
Dental insurance
Preventative, minor, and major dental services and treatments are covered under Zayo's plans.
Vision insurance
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
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.
Pet insurance
Offered at a discounted rate to all Zayo employees
Wellness programs
We offer incentives for employees to participate in many wellness activities.
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.
Mental health benefits
Financial & Retirement
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.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
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 volunteer time
We encourage our employees to give back to our communities by providing 4 hours of Volunteer Time Off per quarter.
Paid holidays
Office Perks
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.
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Onsite office 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 stipend
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.
Onsite gym
Professional Development Benefits
Job training & conferences
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
Continuing education stipend
Continuing education available during work hours

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