Support Analyst I

About the Role

In this role, you will be part of a dynamic team that is passionate about delivering exceptional customer service and resolving technical issues efficiently. You will have the opportunity to work with a variety of customers, from small businesses to large enterprises, and help them resolve their technical issues.

The ideal candidate for this role is someone who is highly skilled in technical support, has excellent communication skills, and is able to work well under pressure. If you are a motivated and driven individual who is passionate about delivering exceptional customer service, then this role may be the perfect fit for you.

What You Will Do

• Respond to incoming customer calls and emails in a timely and professional manner
• Conduct initial assessments of incidents and service requests, and escalate cases as needed
• Open and document tickets in the ITSM tool, including troubleshooting steps performed and their outcomes
• Work with vendors to open tickets on behalf of customers
• Provide timely and accurate responses to all incoming requests
• Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately
• Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution
• Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages
• Ensure tickets are routed to the right resource and resolved quickly and efficiently, meeting SLA requirements
• Follow customer-specific processes and Standard Operating Procedures (SOPs)
• Complete end-of-shift checklists and turnover reports

What We Are Looking For

• Minimum 2 years of experience working with ticketing systems (e.g., ServiceNow, Jira, Cherwell, Footprints)
• Experience with remote monitoring and network monitoring tools (e.g., LogicMonitor, ConnectWise Command, N-Able)
• Strong customer service attitude and interpersonal skills
• Excellent written and verbal communication skills in English
• Proven ability to manage multiple tasks effectively and efficiently
• Strong teamwork skills with demonstrated ability to collaborate in fast-paced environments
• Flexible, self-motivated, and highly organized
• Basic knowledge of network protocols and configurations
• Advanced understanding of operating systems, business applications, printing, and networking

Nice to Have

• Experience with ITIL best practices for incident management
• Knowledge of cloud-based technologies (e.g., AWS, Azure, Google Cloud)
• Certification in ITIL or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technologies and tools

• Be prepared to demonstrate your technical expertise and problem-solving skills during the interview process
• Highlight your experience with ticketing systems and remote monitoring tools
• Show examples of how you have delivered exceptional customer service in previous roles
• Be prepared to work in a fast-paced environment and manage multiple tasks effectively
• Research the company and its values to show your passion for the role and the industry
• Keep your resume and online profiles up-to-date and tailored to the role you are applying for