Tech Support Analyst Job Description
Tech support analyst
provides resolutions on classified/unclassified networks using BMC Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, Virtual Desktop Infrastructure (VDI), printer, software, and other Information Technology issues.
Tech Support Analyst Duties & Responsibilities
To write an effective tech support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included tech support analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Maintain computing infrastructure including imaging, configuring systems, and installing software
Assists with classification and prioritization of issues
Responds to internal/external audit by collecting data evidence as requested
Interface with multiple groups (e.g., Sales, Resolution Managers, Senior Engineers, ) to provide timely information ensuring the best support experience for the customer
Develops test plans, designs and test cases as appropriate
Interact with customers via telephone, e-mail, providing technical support and problems solving abilities
Ensure prompt and permanent resolution of client inquiries create and maintain updated support documentation
Achieve productivity related targets including support tickets processed, average response time, average time to close
Provide customer service, identify problems and provide solutions
In-depth knowledge of window operating system and remote administrative tools like PowerShell, pstools, Microsoft snap-ins
Tech Support Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Tech Support Analyst
List any licenses or certifications required by the position: SQL, MS, OS, ITIL, CTS, CCNA, TIA, HP, V3, UNIX
Education for Tech Support Analyst
Typically a job would require a certain level of education.
Employers hiring for the tech support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Associates, Networking, Communication, Education, Computer Science, Information Technology, Technology, Technical, Engineering, Computer Engineering
Skills for Tech Support Analyst
Desired skills for tech support analyst include:
Laptop and desktop design and software installation
Collaboration tools
Remote diagnostic and monitoring tools
Infrastructure
Network protocols
Topologies
Banking industry
Multiple programming languages
Digital/online payment processing
Unit's business processes
Desired experience for tech support analyst includes:
Ability to maintain a professional image and to foster positive, productive relationships
Proactively expanding industry knowledge
Quality Assurance or Testing Background
Analytical analysis
Ability to drive team to achieve and exceed established goals and objectives
This role is require to support the Japan market hence the ability to speak Japanese is essential
Tech Support Analyst Examples
1
Tech Support Analyst Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of tech support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for tech support analyst
- Customer support skills required
- Provide 2nd level support on a need basis
- Monitoring multiple intake channels
- Remains knowledgeable of SonicWall’s product line, current industry products and technologies
- Focuses on delivering a positive customer experience according to SonicWall standards
- Actively involved in revenue generation activities with current SonicWall customers
- Provide technical support for AME instructional and research labs
- Collaborate with faculty, staff, and graduate students on advanced, technical, and creative research projects
- Support faculty, staff, and students in a collaborative and timely manner
- Assist with technology specifications, acquisitions, and support for research labs and graduate and undergraduate education programs
Qualifications for tech support analyst
- Experienced in the use of peripheral input output devices (scanners, zebra & HP printers, Canon Vaio printers )
- Must have strong troubleshooting/debugging skills and a passion for problem solving and investigation
- Provide coverage which will require shift/rotation and might include weekend work to cover primarily US hours of operation
- Maintain a knowledge base of known defects, issues, process, techniques Update and manage problem tickets appropriately
- Preferred experience working with connectivity solutions
- Proficient SQL experience preferred
2
Tech Support Analyst Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of tech support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for tech support analyst
- You may need to work with technical support engineers to resolve issues reported by customers
- Processing routine transactions for our customers
- Web/IVR BCP
- Manage IVR Utilities
- Research application errors
- Assist Fraud Investigation and Prod Support in problem identification/resolution
- Logging incidents and requests for continued problem resolution and tracking
- Maintaining direct contact with users through the lifecycle of an incident or request
- Providing diagnostics of a technical fault and suggested first-time-fix
- Collaborating with second and third level technology teams as required
Qualifications for tech support analyst
- Coordinate AD and other technology teams or end-user client relationship on a day to day basis
- Perform Deployments, Post-release testing after application upgrades and/or releases
- Familiarity with IBM WebSphere MQ, FCFM, Control M and AutoSys job schedulers
- Knowledge of Web based applications / architecture (Certificates, IIS, Web Services, Apache, Tomcat)
- Office environment Preferred 2 or 4 year degree Ability to multi-task and handle incoming calls emails Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
- Preferred knowledge of database strategy, basic networks concepts
3
Tech Support Analyst Job Description
Job Description Example
Our company is looking for a tech support analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for tech support analyst
- Model world class customer service and help build an environment where that is the norm, environment that staff look forward to working in
- Perform Pre-Process-Electronic
- Process PO Invoices
- Process Non-PO Invoices
- Process ERS Invoices
- Assists in new product pilots and roll outs to other departments and clients
- Identifies training needs for the department and assists with training development programs
- Risk Management (User Access Review/Periodic DR tests)
- Automation of health checks and manual tasks
- Development of dashboards
Qualifications for tech support analyst
- Professional nature
- Strong background in Microsoft Systems Administration (AD, DHCP, DNS, Server, Group Policy Management)
- Knowledge of SonicWall products, customer service, policies and procedures
- ITIL foundation cert required - either in process or complete
- Provide repeat behavior assistance to other operations teams
- Provide support and technical documentation to the Analyst I representatives
4
Tech Support Analyst Job Description
Job Description Example
Our innovative and growing company is hiring for a tech support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for tech support analyst
- Implementing improvement & automations for the manual tasks
- This role requires excellent customer services skills
- Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices telecom services, email services, and all IT client provided services
- Partner, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
- Maintain PC work area
- Manages inventory control of PC related supplies
- Upgrades hardware and software components as required by the Network Manager
- Configures and installs projects site/office PC equipment
- Provides second level end –user support
- Configures and troubleshoots mobile equipment
Qualifications for tech support analyst
- Experience as part of a global support team
- Good knowledge of TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP), DHCP, DNS, RDP, PCoIP
- Good Knowledge of Microsoft Server OS 2003/2008/2012, SQL Server Installation/Configuration/Troubleshoot, Scripts, SQL Queries, Group Policies, Active Directory Domain Services, HyperV, Load Balancing (Any MS certification a plus)
- Basic Knowledge of Vmware - VMWare View (VCA/VCP a plus), Virtual Machine Management, VM Storage, VM Networking
- Basic Knowledge of Citrix - Citrix XenApp & XenDesktop (CCEA a plus)
- A high degree of self-motivation, commitment, and integrity
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Tech Support Analyst Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of tech support analyst. 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 tech support analyst
- Execute the controls that ensure production infrastructure and data access is controlled in line with Data Protection requirements
- Manage Applications Infrastructure work requests and regular tasks in conjunction with team members
- Administers corporate mobile phones/services
- Administers the installation of project site data communications
- Troubleshoots minor network server issues as directed by the Network Manager
- Schedules and maintains network backups
- Consults with outside service provider when problems cannot be resolved internally
- Maintains IT helpdesk ticketing system
- Models and reinforces safety as a top priority of the organization
- Practices the philosophy of continuous improvement
Qualifications for tech support analyst
- AAS or BS in Computer Science preferred, Computer Programming or related field or equivalent experience
- Minimum 1-2 years of experience preferred with software/hardware architecture in a complex organization including implementation and support
- Manage file servers, application servers, and/or mainframes by installing and configuring the required network drivers and communication software
- Assist in the installation and maintenance of file servers, application servers and network peripherals (i.e., tape drives, printers, ), network operating systems, server applications, and utilities
- Minimum of 1 years of experience providing Audio/Visual support to an enterprise company
- Minimum of 2 years experience of Basic knowledge of monitoring software and call tracking systems