Job Details

Senior Technical Analyst
MA, United States
Job ID
Job Description

Job Description Summary

The primary responsibility of the Sr. Technical Analyst is to provide the highest quality of technical service and support to the organization's owners, executives, affiliates, and others as assigned (VIPs) with the goal of maximizing the reliability and value of IT investments. As a trusted technical advisor, the individual in this role will endeavor to "Go Beyond" by consistently providing “white glove” level support enabling the efficiency, productivity and success of identified VIPs.

This position requires an emphasis on clear, robust and timely communication; problem identification and rapid resolution; technical solution development; and end-user experience. The ideal candidate is a highly organized self-starter who thrives in a fast-paced and rapidly changing environment. The role must be an exceptional communicator and collaborator, wow stakeholders with their personable approach, provide acute attention to detail, and demonstrate unwavering patience and sense of urgency while maintaining a composed, professional demeanor.

Job Description

Day-to-Day Accountabilities

  • Support personal computer hardware, software, mobile devices, audio-visual equipment and other IT systems for VIPs

  • Resolve problems and satisfy simple or complex installation and support requests in a wide range of dissimilar environments such as in office, at home, or while traveling

  • Manage and maintain VIP service ticket work queue

  • Create case documentation on day-to-day issues and resolutions to specific issues with VIP users

  • Update tickets in a timely manner and ensure a detailed notation for final resolution

  • Review ticket queue regularly and as ticket status changes

  • Keep VIPs well informed of actions including issues, resolution plans and other updates

  • Provide scheduled and ad hoc training for hardware, software or process for VIPs

  • Utilize experience, knowledge and judgement to undertake analysis, projects and repairs with "white glove' standards.

  • Provide after hours and on-call support

  • Deliver executive support for special events

  • Manage the VIP buffer inventory at a level to enable rapid deployment when required

  • Create and maintain documentation of assets and products in use by VIPs

  • Escalate issues to IT and Corporate leadership in a timely fashion

  • Engage in technical training to increase knowledge base and skill level, including certification training

  • As directed and primary accountabilities allow, provide escalation support to broader user community

  • Perform other duties as assigned

Physical Requirements

Must be able to:

  • Work varied shifts including nights, weekends and holidays when required

  • Lift and carry 50 lbs., unaided

  • Provide reliable transportation to varying work locations on an ad hoc schedule

  • Undertake domestic travel, <5%

Additional Job Description

  • Associate’s or Bachelor’s degree from an accredited college or university. Technical degrees are a plus

  • 3+ years in an IT customer service role

  • 5+ years of experience diagnosing or repairing PCs, mobile devices and other technology

  • 1+ years of demonstrated executive, VIP or high-profile support preferred

  • CompTIA A+, N+ or similar preferred

  • The ability to translate technical jargon into a language non-technical users can easily understand

  • Be comfortable facing unfamiliar technical challenges, knowing the solution remains your responsibility

  • Strong knowledge of PC, Apple and peripheral hardware, including the ability to perform basic printer repair such as roller replacement

  • Robust knowledge of Windows 10, MacOS and common applications including Microsoft Office

  • Advanced knowledge of mobile products: Android, iOS, iPhone and iPad

  • Proficiency with solving wired and wireless connectivity issues

  • Working knowledge of NAS and cloud storage implementations and support

  • Demonstrated understanding of information security principles and best practices including common anti-malware, anti-virus and advanced endpoint protection applications

  • Must possess superior problem solving and analytical skills

  • Demonstrates a passion for results

  • An unrelenting sense of urgency and accuracy

  • Ability to effectively prioritize and deliver results in a high-pressure, fast past always evolving environment, quickly tackling difficult issues with ease


Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

  • Health Benefits (Health & Dental Insurance)

  • 401(k) Retirement Plan

  • Vacation

  • Sonesta Hotels & Other Outlets Discounts

  • Paid Holidays

  • Sick Days

  • Educational Assistance

  • Employee Recognition Programs

  • Newborn & Adopted Child Leave

  • Spousal & Domestic Partner Leave

  • Life Insurance

  • Short Term Disability

  • Long term Disability

  • Employee Referral Program

  • Credit Union

  • Direct Deposit

  • Employee Activities & Events


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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