Analyst, Technical Support Job Description

Analyst, Technical Support Job Description

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Analyst, technical support provides support to various networking products and technologies such as routing, switching, firewall management, load balancing, WAN optimization and security.

Analyst, Technical Support Duties & Responsibilities

To write an effective analyst, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included analyst, technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

Study new workplace technologies and attend/recommend training where needed (with Client Servoces Director)
Share/Blog issues/resolutions with other Client Services teams (and enterprise teams as needed)
Study new workplace technologies and attend/recommend training where needed (with Client Services Manager)
Work with the Manager, Client Services and Support to manage off-hour support and projects
Monitor and communicate status on escalated customer queries that require product or development intervention to resolve
Communicate with customer for efficient technical resolution of issues when necessary
Document clearly all issues and the steps taken to resolve the issue in the incident management system and knowledge base
Have an understanding and to provide support of mobile technologies, such as VPN, Tandberg audio visual systems, Blackberry devices
Communicate and work with customer or 1LS to produce efficient technical resolution of issues
Troubleshoot technical issues across a variety of clinical solution products with customers in order to maintain content access and effective learning management

Analyst, Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Analyst, Technical Support

List any licenses or certifications required by the position: ITIL, CCNA, MCSA, HDI, CTPAT, FLEXCUBE, MOUS, CBAP, CCBA, MTA

Education for Analyst, Technical Support

Typically a job would require a certain level of education.

Employers hiring for the analyst, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Education, Associates, Information Technology, Engineering, Computer, Business, Graduate, Information Systems

Skills for Analyst, Technical Support

Desired skills for analyst, technical support include:

TCP/IP
ADSL
Data networking
IP networks is desired
Particularly experience with ATM
Akamai
DNS
Firewall
Internetworking and various LAN/WAN technologies
LDAP

Desired experience for analyst, technical support includes:

High School graduate or GED a must
College degree in the field of computer science and/or 2+ years equivalent work experience preferred
Understanding of Java and JEE concepts
Knowledge of Clustering/Load-balancing technologies
Knowledge of Java performance tools, such as Wily IntroScope, JProbe etc
Ability to understand/ write script

Analyst, Technical Support Examples

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Analyst, Technical Support Job Description

Job Description Example
Our growing company is hiring for an analyst, technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for analyst, technical support
  • Effectively triage and respond to technical and product-related support questions via phone and email in accordance with expected service levels
  • Manage customer use of licensed products including custom reporting and custom imports
  • Manage escalated requests that come through the AHC ticketing system
  • Improve hardware and network performance by identifying problems
  • Resolution of trouble ticket raised by NOC / Customer
  • Problem isolation
  • Provide First Analysis and proper description to next support level
  • Drive Root Cause Analyst (RCA) for the assigned ticket
  • Understand Customer pain points/ Meet with customer regularly to present update reports and ensure satisfaction
  • Actively participating in meetings and publishing minutes sharing/presenting the overall progress update and action plan to bank’s senior management (as needed) on a periodic basis
Qualifications for analyst, technical support
  • Notifies customers and provides regular updates on major system issues
  • Support customers in English
  • Transfers and assigns incident investigation to appropriate second level support as per ITIL Incident Management process
  • Ensures quality notification and escalations are executed
  • Ensures Incident Management ITIL Process is followed
  • Verifies appropriate priority, categorization and problem description for all Incident Records they generate
2

Analyst, Technical Support Job Description

Job Description Example
Our growing company is looking for an analyst, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for analyst, technical support
  • Troubleshooting is a critical area of responsibility for the Customer Support team
  • Keep up-to-date with new functionality in our products, keep abreast of new technologies
  • Create documentation such as FAQ’s, Best Practice guidelines, Internal Tips & Tricks and Knowledge Base documents
  • Occasional participation in customer projects and services engagements in order to stay close to customer/market requirements
  • Technical knowledge share and collaboration both globally and locally
  • Keep manager and team members apprised of important matters in timely fashion
  • Organizes work and is able to differentiate between decisions that can be made independently and those that should be referred to management
  • Provide training for and mentor others on the team
  • Assist in Software upgrades and installations
  • Code, unit test and debug services and applications
Qualifications for analyst, technical support
  • At least 1 year experience in Databases , DB2, MS SQL, Oracle
  • Experience with JavaScript, or XML programming and an understanding of Application Server Technology (especially WebSphere, WebLogic or Apache Tomcat)
  • College degree and/or 2+ years equivalent work experience strongly preferred
  • Experience with AICC and SCORM a plus
  • Basic SQL and relational database knowledge
  • Associate or Bachelor's degree in IT related field
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Analyst, Technical Support Job Description

Job Description Example
Our innovative and growing company is hiring for an analyst, technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for analyst, technical support
  • Backs up other team members during days off, vacations
  • Review Incident tickets with higher risk or urgency required to determine symptoms and troubleshoot steps performed by the Tier 1 Support group
  • Escalate issues to Sr Technical Support Analyst that could impact the ability to maintain compliance related established SLOs
  • Confirm Incidents and provide functional product knowledge to resolve the issue
  • Triage and determine the urgency, impact, and priority of Incidents and escalate if applicable
  • Respond to complex end user requests related to functional or technical aspects of production systems
  • Perform data analysis and developing recommendations to resolve Incidents or address Service
  • Determine the underlying or root cause(s) of Incidents their subsequent resolution and prevention
  • Collaborate with the Incident Manager, business unit, and Tier 1 Support to ensure that stakeholders remain informed throughout the Incident Management process
  • Support other non-production IT support tasks as necessary to maintain the operating IT environment and to target operational efficiency improvement
Qualifications for analyst, technical support
  • Has 2-3 years of general working knowledge of Tidal Scheduler and/or equivalent tier one Enterprise Scheduling platform
  • General working knowledge of the core SAP modules is preferred but not required
  • Has at least 1 year basic support experience of MAC computer environment in order to perform basic over-the-phone troubleshooting to provide incident resolution and/or accurate incident escalation
  • Has 4-5 years basic support experience of MAC computer environment in order to perform basic over-the-phone troubleshooting to provide incident resolution and/or accurate incident escalation
  • Certification(s) and/or
  • Education may be used to substitute a portion of other core competency requirements per hiring manager's discretion
4

Analyst, Technical Support Job Description

Job Description Example
Our growing company is looking for an analyst, technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for analyst, technical support
  • Provide input to the Production Support functions including operational and process improvement activities
  • Provide a continuous improvement plan, where applicable, so that system availability and performance is improved to satisfy business requirements
  • Collaborate with stakeholders to adhere to quality standards for IT production systems and services
  • Participate in meetings with relevant stakeholders for the capability/ portfolio area(s) to provide visibility and transparency into Production Support performance and performance capacity
  • Promote risk identification and ensure risks are appropriately owned and managed, escalating where applicable
  • Ensure decisions are made with a strong focus on business enablement and stakeholder needs
  • Deliver high quality customer service while increasing business value through strong understanding of stakeholder needs
  • Responsible for Production Support Process Management Roles (see Appendix A)
  • Remain current on industry specific processes, technologies, and emerging trends
  • Performing continuous monitoring of systems' health (incl
Qualifications for analyst, technical support
  • Technical background, familiarity with operating systems (linux / windows), networking, SQL – major advantage
  • Willing to work at least 1 full days per week, and off-hours / weekends shifts
  • Highly motivated, fast learner, organized and independent
  • Support remote access needs for staff and contractors
  • Keep abreast of new technologies including computer software, hardware, smart phones and peripheral devices
  • Significant experience in administration, maintenance and support of MS Windows operating systems
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Analyst, Technical Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of analyst, technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for analyst, technical support
  • Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as mobile phones, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, personal computers
  • Act as a Subject Matter Expert in technical areas
  • Research technical problems utilizing a variety of resources (vendor, web, manuals) to find solutions
  • Provide hands-on technical assistance for digital imaging systems, related software, and devices
  • Deploy and support specialized research computing devices
  • Develop and distribute training sheets for specific user functions
  • Assist with audio/visual requests including phone and video conferencing
  • Team lead for 2 IT Technicians
  • Configuration of Devices / Applications / Servers on Monitoring Tools such as Solar winds, IT360, AppDynnamics, Logstash and Kibana
  • Experience of monitoring servers, application and components from different cloud providers like AWS, Azure
Qualifications for analyst, technical support
  • Drive and devotion to improving service performance
  • Good self-learning ability and ability to prioritize planned and unplanned tasks
  • A good team player who can also work independently
  • Well organized with strong analytic skills
  • At least 3+ years relevant experience in Telecom domain
  • Client facing skill set

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