About the position
Job Summary: The Support Analyst is responsible for providing technical support and assistance to clients and internal teams. This role involves diagnosing and resolving software, hardware, and network issues, ensuring smooth operations and user satisfaction. The Support Analyst will work closely with the development and IT teams to address technical challenges and improve overall service quality.
Key Responsibilities:
- Technical Support and Troubleshooting:
- Diagnose and resolve software, hardware, and network issues for clients and internal teams.
- Provide timely and effective solutions to technical problems, ensuring minimal disruption to operations.
- Client Communication and Assistance:
- Respond to client inquiries and support requests via email, phone, or chat.
- Guide clients through troubleshooting processes and provide clear, concise instructions.
- Incident and Problem Management:
- Log and track incidents and support requests using the company's ticketing system.
- Escalate complex issues to higher-level support or development teams when necessary.
- System Monitoring and Maintenance:
- Monitor system performance and proactively identify potential issues.
- Perform regular maintenance tasks to ensure system stability and reliability.
- Documentation and Reporting:
- Create and update support documentation, including FAQs, guides, and knowledge base articles.
- Generate reports on support activities, incidents, and resolutions for management review.
Qualifications and Skills:
- Bachelor's degree in computer science, Information Technology, or a related field.
- Proven experience in a technical support role or similar position.
- Strong knowledge of software, hardware, and network troubleshooting techniques.
- Excellent communication and interpersonal skills.
- Proficiency in using ticketing systems and support tools.
- Ability to work independently and as part of a team.
- Strong analytical and problem-solving abilities.
Personal Attributes:
- Customer-focused with a strong commitment to providing excellent service.
- Detail-oriented and highly organized.
- Patient and able to remain calm under pressure.
- Proactive and eager to learn and adapt to new technologies.
- Strong time management skills with the ability to prioritize tasks effectively.
Desired Skills:
- Technical Support
- Support Analyst
Desired Qualification Level:
About The Employer:
The Support Analyst is responsible for providing technical support and assistance to clients and internal teams. This role involves diagnosing and resolving software, hardware, and network issues, ensuring smooth operations and user satisfaction. The Support Analyst will work closely with the development and IT teams to address technical challenges and improve overall service quality.
