Technical Support Analyst I

• Manage technical environments, provide technical consulting, handle incidents and requests, and implement new environments
• Provide support through chat, telephone, and email channels
• Participate in alignment meetings with leadership and the team
• Proactively monitor customers’ transactional environments
• Investigate deviations in the behavior of hardware, software, and application environments, working toward stabilization
• Process and manage incident records
• Identify, plan, and implement improvements to environments
• Document environment management activities
• Perform environment acceptance testing
• Conduct contingency tests
• Execute proactive checklists to identify potential future issues
• Keep systems and patches updated to N-1, subject to customer approval
• Contribute to the knowledge base used by other analysts
• Ensure that customers’ required documentation is maintained and kept up to date
• Work in accordance with ITIL best practices
• Track area performance indicators and metrics

• University degree or technical qualification in Technology
• Six months of experience as a Level 1 (N1) Analyst
• Microsoft Office
• Knowledge of operating systems
• Knowledge of network environments
• Knowledge of ticket management tools, such as ServiceNow (preferred)
• Knowledge of remote communication platforms, such as Teams and Zoom (preferred)
• Teamwork
• Empathy and emotional intelligence
• Effective communication
• Organization and self-discipline
• Results-oriented mindset
• Proactivity
• Patience and frustration tolerance
• Responsibility and reliability
• Flexibility and adaptability

• Meal or food allowance
• Medical and dental insurance
• Pharmacy benefits program (discounts on medication purchases)
• Life insurance
• Gym membership benefit
• Career acceleration program