Support Analyst

Key Responsibilities

The Support Analyst will:

• Customer Support: Respond to, manage, and resolve customer support tickets related to technical issues, bugs, and troubleshooting.
• Issue Diagnosis & Resolution: Investigate, replicate, and resolve customer-reported issues, escalating to development teams when required.
• Software Updates & Patches: Assist with the rollout of updates, patches, and fixes to improve stability and performance.
• Documentation & Knowledge Base: Create and maintain knowledge base articles, troubleshooting guides, and internal support documentation.
• Collaboration: Work closely with developers and professional services to escalate and resolve complex issues.
• Customer Feedback: Gather, analyze, and share customer feedback with product teams to inform product improvements.
• System Monitoring: Support proactive monitoring of systems and environments to prevent and address performance issues.
• Training & Support: Provide technical support and training to end users on effective product use.
• Reporting & Analysis: Generate reports on ticket trends, response and resolution times, customer satisfaction, and recurring issues.

Required Skills & Experience

Technical Skills

• Operating Systems & Platforms:
  • Windows 11 OS, Windows Server
  • Microsoft Teams
  • Familiarity with iOS applications
  • Familiarity with web applications and IIS
• Client/Server & Databases:
  • Experience with client/server desktop applications
  • SQL Server Management Studio (basic queries)
  • Oracle SQL Developer
• Cloud & Virtualization:
  • Familiarity with cloud platforms (AWS, GCP, Azure)
  • Experience with virtual desktops (AWS AppStream 2.0, Amazon Workspaces, Citrix, Microsoft Azure Virtual Desktop)
  • Remote Desktop Connection
• Networking & Hardware:
  • Familiarity with networking concepts and basic hardware knowledge

Documentation & Reporting

• Experience with Jira Service Desk (ticket management)
• Familiarity with software lifecycle concepts
• Strong documentation and reporting skills
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Adobe Acrobat

Soft Skills

• Strong attention to detail and accuracy
• Resourceful problem-solver, capable of troubleshooting complex issues
• Excellent time management and prioritization skills
• Strong teamwork and collaboration skills; ability to work closely with cross-functional teams
• Customer-focused mindset with empathy and patience
• Strong written and verbal communication skills

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent professional experience.
• 2+ years in a technical support, application support, or helpdesk role (SaaS/software environment preferred).
• Demonstrated experience resolving technical issues in a customer-facing role.