Technical Support Analyst

Job Summary:

Thetechnical supportAnalystprovidesanintermediatelevel oftechnical support andexcellentcustomer service support to clients. The responsibilitiesinclude responding to Level Itechnical support incidents and requests as well as performing troubleshootingand investigationsprocedures and solving technical problems.Specialistswillaim to resolve issues withone touchutilizingvarious availableissues like investigation and pullinglogs.

Position provides thefirstlevel of remote monitoring and management to growing base of global customers network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLAs) and customer satisfaction.

Job Duties:

• Act24x7as a single point of contact for emails/ issues and incidentsfrom staffregardingIT issues and queries.

• Receivingtickets viaticketing systemand email.

• 1stline support - troubleshooting ofissues before escalating

• Troubleshoot basicsoftwareissuesandpullingthe logs and investigation.

• Escalate unresolved calls to the next level support team.

• Tomaintaina high degree of customer service for all support queries and adhere to all service management principles.

• Respond to emergency situations and beon callas assigned.

• Maintain compliance with company training and required read/reviews.

• Perform other related duties as required or assigned byteamleaderor manager.

Job Requirements:

• Strongproblemsolvingand analytical skills with the ability to investigate logsidentifyroot causes and highlight issues.

• Ability to collect and analyze logs for escalation tonextlevelteams.

• Clearly present technical information to technical and nontechnical stakeholders.

• Perform advanced diagnostics troubleshooting and remote issue resolution within SLA guidelines.

• Analyze test isolate and repair network and customer issues.

• Research and implementoutoftheboxsolutions under pressure.

• Review and implement business rules effectively.

• Knowledge of scalability load balancing and system reliability.

• Drive process improvements with a focus on automation and efficiencyas this is the future.

• Use SQL for data analysis reporting and troubleshooting.

• UsePython for scripting automation log analysis and operational improvements.

• Maintaineffective vendor relationships.

• Proactively communicate incidents and resolutions to customers.

Preferred Job Experience:

• Experiencein Power BIand Analysisand knowledge of automation processUsing Python

• Bachelors degree in engineering.

• Excellent public speaking skills andgood at making presentations.

• Sensitive and always updated tonew technology.

• Strong logic and a sharp ability tolocatetechnical issues.

• Good command on written and spoken English experience in making testing reports and feedback would be an advantage.

• Associate degreeorfour years of equivalent experience.

• Interact daily with clients and end users to provide troubleshooting resolutions relating to softwareapplications.

• Prepare weeklyreportsfor managers covering recurring errors failed troubleshootingsolutionsand suggestions fordevelopers.

• Assistduring implementation of new or updated software including providing on-site training to endusers.

• Experiencein Power BI and knowledge ofautomationprocess.