Sr. Lead It Customer Support Analyst

**Title**:Sr. Lead IT Customer Support AnalystProvides telephone technical support to employees regarding technical aspects of assigned products. Answers questions about installation, operation, configuration, customization and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. May escalates complex problems to senior level Technical Support Specialist or Supervisor. Recognized as an external (Industry) thought leader within a strategic family or discipline. Influences the strategy for the Group to address internal or external business and regulatory/compliance issues. Proactively identifies and solves the most complex problems that impact the management and direction of the business for assigned Group. May participate in the development of the product or business strategy for the Group. Guides multidisciplinary projects or initiatives. Progression to this level is typically restricted on the basis of business requirements. Due to the complexity and uniqueness of the required skill set there are generally fewer incumbents at this level. Recognized as an individual with advanced expertise which may span multiple disciplines. Individuals in this category are often viewed as experts within the Industry and/or may be viewed as a consultative authority in matters within the realm of their responsibility.