Technical Support Analyst I provides technical support to system users and customer support staff. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Being a Technical Support Analyst I assists customer in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Additionally, Technical Support Analyst I typically requires bachelor’s degree. Typically reports to a project leader or manager. The Technical Support Analyst I works on projects/matters of limited complexity in a support role. Work is closely managed. To be a Technical Support Analyst I typically requires 0-2 years of related experience.
Technical Support Analyst Job Description Template
Our company is looking for a Technical Support Analyst to join our team.
Responsibilities:
- Analyze application and service issues to identify and triage issues, in a complex multi-component software system under time pressure;
- Provide input into the management of the production environment infrastructure;
- Use multiple monitoring systems for management and response to alerts from the production environment;
- Deploy servers, virtual machines, containers, OS, application packages and updates as required, following documented processes;
- Report software defect and feature suggestions, and work closely with Engineering and Product Management to prioritize issues;
- Assists all corporate and remote users with technical issues related to hardware, software and connectivity issues;
- Escalating tickets as required internally and to external providers;
- May provide desk side or remote assistance;
- Determines when to escalate unresolved issues to the appropriate IT team for further support;
- Close completed calls with Help Desk promptly and efficiently ensuring and recording any tests undertaken while resolving the issue;
- Find creative ways to reproduce and analyze problems to determine the cause and possible solutions or workarounds;
- Respond promptly to all Customer IT service calls including returning customer calls and gaining additional information about the issues;
- Deals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolution;
- Maintain detailed case notes in the CRM and keep the Account Executive informed of potential escalations;
- Analyses each call, using business acumen to identify the nature of the incident and action appropriately.
Requirements:
- Excellent written and verbal communication skills;
- A confident and professional manner;
- Co-operative approach to working with team members and other departments;
- Dealing with 3rd party integrations;
- Confident across a variety of network / server infrastructures;
- Strong communication, interpersonal skills and good listening skills;
- 2+ years’ experience in a technical support role in a software organization;
- Customer service experience;
- Strong customer service skills and technical acumen;
- General remote client technical support;
- Working computer and technical systems knowledge;
- Experience installing / supporting bespoke software packages;
- Intermediate to advanced knowledge in computer networking;
- Able to manage own time and a changing workload;
- Service desk analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers.