Tier 1 Technical Support Analyst

Reporting to the Director, It Infrastructure and Operations

The Tier 1 Technical Support Analyst acts as the contact point for support enquiries and providing timely resolutions and/or escalations to Tier 2 & 3 Support Teams. Initiates escalations and communications for incidents and maintains service ticket information. In addition, the individual manages the delivery and confirmation of daily tasks, reports, follows up on actions and reports to the operations team meeting daily.

Job Details

Accountabilities

  • Maintain support tickets by assigning tickets and managing SLA expectations.
  • Triage and analyze support requests to resolve and provide additional information to allow technicians to quickly resolve issues.
  • Prepare and maintain user manuals and support documentation.
  • User account management and auditing across multiple systems such as Active Directory, BRM, SIT, etc.
  • Provide follow-up communications to user base regarding request status and progress; ensures any production impacting service is escalated and followed through to resolution.
  • Assist the Director, IT Operations and Sr. Operations Analyst to maintain proper change management control.
  • Oversee and maintain deployment and approval process for new releases, fixes, and deployments.
  • Perform daily maintenance and operational tasks as assigned such as month end reporting deliverables.
  • Assist developers during application development life cycle to maximize performance of databases and applications.
  • Track and document the IT departmental invoices for accurate financial reporting.
  • On-call duties as assigned.
  • Perform miscellaneous job-related duties as assigned including occasional overtime as required.

Knowledge and Skill Requirements

Level of Education

  • College diploma or bachelor’s degree in computer science field

Job-Related Experience

  • Minimum 2 years’ systems support experience, preferably in a Microsoft environment.
  • Minimum 2 years’ SQL / DBA-related experience with Microsoft SQL 2012 – 2019.
  • Knowledge and experience in application support, analysis and client-server architecture as well as in-depth technical knowledge of SQL Server.
  • Strong spreadsheet analysis skills for manipulation and analyzing of data.

Skills and Background

  • Ability to work with business clients and other information systems professionals, both internal and external, to understand business issues and needs to build strong relationships.
  • Detail-oriented with excellent analytical and problem-solving skills.
  • Ability to work effectively and remain focused on detailed tasks in a fast-paced environment.
  • Ability to learn quickly, actively, and independently.
  • Creative, self-starting, results-oriented and highly motivated.
  • Superior communication skills both written and verbal to effectively liaise with business users and members of project teams.
  • Knowledge of Microsoft Windows, SQL, SharePoint required.
  • Previous experience in an operations’ environment is an asset, such as experience in technical Help Desk environment along with problem resolution and incident management.

Communications

  • This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times and influence others to adopt a course of action.
  • This position requires normal tact, diplomacy, and courtesy to maintain ongoing working relationships, as well as solid written and verbal skills to effectively respond to inquiries.
  • Effectively escalate and communicate status of issues and resolutions.
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