Technology Support Analyst Job Description

Technology Support Analyst Job Description

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Technology support analyst provides support to Infrastructure, Systems Administration and Cyber Security through Site IT Systems Engineering through the support of VMware, Microsoft Servers, network, storage & cloud engineering, SharePoint and SQL Server database administration.

Technology Support Analyst Duties & Responsibilities

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

Sample responsibilities for this position include:

Assists with administration for all internal system accesses such as SECAF, AMLS, CAMPS, OLLB, CAPS, CASPER, DDA, CMS , including all/some administered by ACS, AML internal shared drives, share point sites, global user groups
Assist with the administration and maintenance of end user accounts, permissions, and access rights
Provide technical support to vendor/offshore team on any P1 incident
Responsible for technical approval of all emergency changes
On-call overnight support
To follow best practise ITIL principles for Problem Management, Change Management, Release (Deployment) Management, Application / Service Level Management, Financial Management, Demand Management, Continuous Application Improvement Planning
Responsible for scoping, planning, budgeting and forecasting application improvement initiatives
Utilise the Barclays UKRBB RTB defined best practices, standards and tools in application delivery, documentation and support
To establish strong relationships across the UKRBB RTB organisation and suppliers in order to develop effective applications and work in a fully collaborative way
To set out the scope of application maintenance and support, engaging the most effective application support resources and managing through the application lifecycle from deployment, operation and optimisation of the production environment

Technology Support Analyst Qualifications

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

Licensing or Certifications for Technology Support Analyst

List any licenses or certifications required by the position: ITIL, HDI, HP, MCSE, ACMT, MCP, V3, CRM, MAC, SSL

Education for Technology Support Analyst

Typically a job would require a certain level of education.

Employers hiring for the technology support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Information Technology, Computer Science, Technical, Education, Engineering, Math, Computer Engineering, Networking Technology, Computer Technology, Computer Information Technology

Skills for Technology Support Analyst

Desired skills for technology support analyst include:

Working in a Corporate IT environment
Service Now
Database/excel structures/tables/configurations
Printer and mobile smartphone technologies along with Microsoft and MAC operating systems
Network systems administration
Workstation/end user support
Administration
Applications design/development
Database design/development
ITIL practices

Desired experience for technology support analyst includes:

Excellent oral communication across multiple levels of the organization from engineers, users, and different managers
Apply standard and custom monitoring sets to a client environment to make sure the entire client’s environment is being monitored
6 months – 2 years of similar work experience or coursework
Background in Windows server platforms including Windows Server operating systems
Experience in infrastructure monitoring and management tools and system backup
Base knowledge in networking and system connectivity

Technology Support Analyst Examples

1

Technology Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a technology 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 technology support analyst
  • To leverage the use of agreed supply chain resources, ensuring that all third party resources are integrated into the Barclays UKRBB RTB application management team, with an agreed communication and reporting line to the Application Maintenance and Support team structure
  • Accountable for the resolution of all Problems [as appropriate for team alignment] relating to the relevant product area, to return product service to customers as quickly as possible
  • Support the planning and deployment of Product changes for each release
  • Act as the quality gate from Application Development to Application Maintenance where relevant
  • Contribute to the Barclays Risk Assessment / compliance processes
  • Accountable for Release and Communication Plans
  • Responsible for Application Acceptance related activities aligned to the Product Area
  • Provide ongoing 2nd line application support in the resolution of client queries/incidents on a day-to-day basis
  • Taking part in project delivery reviews
  • Facilitates day-to-day equipment and technology inventory/support activities for Compliance including Anti Money Laundering (AML) located in Toronto
Qualifications for technology support analyst
  • WebSphere, JAVA EE
  • HTML, JavaScript, DOJO, JQuery, XML/XSLT, CSS
  • PL/SQL, SQL Queries on Oracle/ DB2 databases
  • Data Modeller(Oracle SQL Developer, TOAD)
  • Version control tools like ( SVN / ClearCase)
  • Understanding of complex, large and scaled web-based software solutions
2

Technology Support Analyst Job Description

Job Description Example
Our growing company is looking for a technology 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 technology support analyst
  • Provide PC hardware and software deployment and support to the user community
  • Provide mobile device deployment and support
  • Establish relationships with business users at all levels in the organization
  • To carry out Duty Support rotations among the team members
  • Able to work shift hours during support duty week and to carry out implementations on weekends
  • To develop monitoring tools/alerts to create proactive actions
  • Able to take ownership of issues and follow through to closure
  • To be able to drive himself/herself to learn new things while dealing with daily production support
  • To communicate effectively and work efficiently with a group of people supporting both functional/technical areas
  • Meet or exceed statistical metrics regarding
Qualifications for technology support analyst
  • Windows server environments utilising SQL Server databases and Active Directory (essential)
  • Fiserv ICOM application (desirable)
  • Datacard Cardwizard (desirable)
  • Web application experience (desirable)
  • DOS scripting (essential)
  • Tivoli Workload Scheduler (essential)
3

Technology Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a technology 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 technology support analyst
  • Responds to major service issues and act as the focal point for the resolution
  • Identifies causes of problems when hardware and software are not operating properly and takes appropriate action
  • Repairs or resolves common problems and refers unusual or complex problems to vendors, contractors, or others in the university
  • Installs and cables computer hardware
  • Tests newly set up equipment to assure that it works according to specifications
  • Installs upgrades to firmware
  • Writes documentation that may be used internally and externally
  • Works incidents and tasks using ServiceNow
  • Collaborates and teams with others on a variety of projects related to the basic assignment
  • Maintains a knowledge of a variety of relevant technology tools sufficient to support a complex university data center
Qualifications for technology support analyst
  • Cognos reporting (desirable)
  • Websphere (desirable)
  • Excellent judgment in assessing user issue
  • Adherence to enterprise incident, problem and change management best practices and standards
  • Develop understanding of technical aspects of project/break-fix development related to the application and provide advice/guidance to Solution Designers, Developers and Testers
  • Support testing teams in translating requirements into test conditions and expected results for product, performance, user acceptance, and operational acceptance testing
4

Technology Support Analyst Job Description

Job Description Example
Our growing company is looking to fill the role of technology 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 technology support analyst
  • Document clear and concise details in Service Now ticketing system
  • Develops and delivers documentation
  • Identifies and resolves problems with computer hardware and software
  • Serves customers in a positive and professional manner
  • Sets up, installs, maintains and operates computer hardware and some software applications
  • Perform setups such as new orgs, payroll elements, competencies
  • Analyze and respond to queries and issues raised by end users in an effective and timely manner
  • Take ownership of minor fixes to address application issues
  • Work closely with development team to provide fixes for major application issues
  • Work closely with development team to implement key projects and initiatives
Qualifications for technology support analyst
  • Advanced knowledge of technical environment and applications supported
  • Sound knowledge of tools (Word, Excel, MS Access etc)
  • Working knowledge of JCL, REXX, CLIST
  • Technical and business experience with a thorough working knowledge of applications, mobile computer hardware, mobile devices (Windows Mobile, Blackberry – RIM, iPhone, and Android)
  • Dell or HP Laptop/printer certificationdesired or ability to secure certification after employment
  • Must be able to work virtually with multiple ITS groups ranging from technicians to leadership
5

Technology Support Analyst Job Description

Job Description Example
Our company is hiring for a technology 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 technology support analyst
  • Able to assist on deployment of fixes and releases
  • Ability to resolve users’ issues
  • Ability to work closely with the development team on key projects and strategic initiatives go-live to ensure a successful implementation
  • Maintain a good working relationship with users and peers
  • Work with the global Client Response Service teams in OSD for hardware breakfix, troubleshooting and provisioning work
  • Based in the Frankfurt office
  • Manage relationships with your counterparts globally
  • Provide problem resolution to customers for hardware, software and application support needs and advise users on appropriate actions and/or next steps
  • Interact with customers to record, categorize, prioritize and possibly resolve customer requests
  • Diagnose and troubleshoot PC or MAC application issues over the phone using remote support tools
Qualifications for technology support analyst
  • BSc degree in relevant software engineering discipline, equivalent to UK 2nd class honours or significant experience (preferred)
  • Full travel mobility with occasional travel required
  • May be required to work occasional overtime including nights and weekends
  • Bachelor’s degree in Computer Engineering/ School of Computing/ Finance IT/ other related IT degrees would be preferred
  • IT Support experience with minimum 2 years would be desirable
  • Technical skills on Sybase/Oracle SQL, Unix Shell scripting is highly desirable

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