Technical Solutions Analyst I Job Description

Job Summary

The Technical Solutions Analyst I provides technical support for Mueller IoT solutions including AMI and AMR products. This role serves as the first point of contact for customers and internal users. A key part of the team, the analyst performs troubleshooting, resolution, and escalation for application and network performance issues.

Location: In-office: Sandy Springs, Georgia, United States

Reports to: Technical Solutions Supervisor

Primary Responsibilities

Handle user inquiries via phone, email, and ticketing systems.Log, categorize, and prioritize support tickets in the incident management system.Perform initial triage, basic troubleshooting, and resolution for desktop applications, cloud-based software, and AMI network issues.Provide timely updates on ticket status and resolution steps.Escalate complex issues to Tier 2/Tier 3 support per protocol.Document solutions and maintain the knowledge base.Install proprietary software on customer systems.Proactively improve knowledge while developing analytical and technical skills.Assist with user account setups, permissions, and application configuration.

Qualifications

Required:

Associate’s degree or equivalent experience in computer science, information technology, or related field.Minimum of 2 years’ experience in technical support or helpdesk roles.Strong troubleshooting and customer service skills.Proficiency with ticketing systems (e.g., Jira, Salesforce).Basic knowledge of Windows, Android and IOS, and Microsoft Office Suite 360.Team-oriented with collaborative experience.

Preferred:

Experience writing SQL queries.Experience with AMR/AMI systems.Minimum of 1 year experience with enterprise or SaaS applications.

Key Competencies

Analytical thinking and problem-solving.Multitasking and prioritization in a fast-paced environment.Strong interpersonal skills and ability to collaborate across teams to meet shared goals.Proactive, adaptable, and detail oriented.Ability to follow technical procedures.

Application Process

Apply through the Mueller Water Products’ Career Portal (https://muellerwaterproducts.com/careers). Mueller will contact selected applicants and maintain application confidentiality. No recruiter contacts, please.

Benefits

Mueller offers a competitive salary and benefits, including medical and dental insurance, 401K with company match, paid parental leave, Employee Stock Purchase Plan, short-term disability, vacation, tuition reimbursement, company-provided life insurance, long-term disability, and supplemental insurance at group rates.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by law.