About the Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. With a rich history of innovation and a commitment to customer service, UPS connects people and businesses across 220 countries and territories. Our team is part of a larger network dedicated to ensuring seamless operations and technological excellence that underpins our global service.
Job Description
As a UPS Support Analyst, you will be a critical part of our remote support team, dedicated to resolving complex technical issues for our internal systems and external customer applications related to UPS services. This 100% remote position requires a proactive problem-solver with a strong understanding of IT support principles and logistics operations. You will diagnose, troubleshoot, and provide solutions for system incidents, ensuring minimal disruption to our global operations and maintaining high standards of service delivery. Your ability to communicate effectively and manage multiple priorities will be key to your success in this dynamic role.
Key Responsibilities
- Provide remote technical support for UPS proprietary software and hardware systems, ensuring optimal performance and availability.
- Diagnose and resolve system issues, network connectivity problems, and application errors reported by internal users and external clients.
- Document all support interactions, resolutions, and system changes accurately in the ticketing system.
- Collaborate with development teams and other IT departments to escalate and resolve complex technical challenges.
- Proactively monitor system performance and identify potential issues before they impact operations.
- Develop and maintain knowledge base articles and troubleshooting guides for common issues.
- Participate in on-call rotation for critical support needs outside of regular business hours, if required.
- Educate users on best practices and effective use of UPS systems and tools.
Required Skills
- Strong analytical and problem-solving abilities.
- Excellent communication skills, both written and verbal.
- Proficiency in troubleshooting software and hardware issues remotely.
- Experience with ticketing systems and IT service management (ITSM) best practices.
- Familiarity with network protocols and basic database concepts.
- Ability to work independently and as part of a remote team.
- Customer-focused mindset with a commitment to service excellence.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certifications such as CompTIA A+, Network+, or ITIL Foundation.
- Experience in the logistics or transportation industry.
- Proficiency with SQL for data querying and analysis.
- Knowledge of cloud platforms (AWS, Azure, GCP).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee discount programs.
- Flexible work environment with remote-first culture.
- Access to advanced training and certification programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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