IT Support Analyst

Job Description

Job Description

Job Purpose :

This position is a key technical resource for providing support to the business and development team.

Responsibilities and Associated Duties :

The Support Analyst provides technical support to end users, by gathering and analyzing the reported issues and working with the development and product teams to provide timely solutions.

The Support Analyst will at times assist in the documentation, configuration, deployment and testing of those solutions.

This role also contributes to the continuous improvement of our support and development processing through automation via scripting and development projects.

Key Duties :

Provide technical support : Able to properly identify and communicate critical issues by following the escalation workflow.

This includes troubleshooting software, hardware, and network issues for end-users via phone, email, and chat.

Develop support tools : Create scripts and utilities to automate repetitive tasks, diagnose problems, and improve support efficiency (e.

g., PowerShell scripts, Python scripts, batch files)

• Maintain internal documentation : Contribute to and improve our knowledge base, FAQs, and internal documentation with a focus on developer-oriented content.
• Collaborate with developers : Work closely with the development team to identify bugs, provide feedback on new features, and assist in testing new releases.
• Analyze support trends : Identify recurring issues and patterns, and propose solutions or improvements to address them, potentially involving code changes.
• Manage user accounts and permissions : Assist with user onboarding, offboarding, and access control, potentially involving scripting for automation.
• Contribute to internal projects : Participate in development projects aimed at improving internal tools, workflows, and automation.

Measures of Success :

• Ticket Resolution Time
• Ticket Volume and Trends
• Number of Tools / Scripts developed to automate processes
• Proactive problem identification
• Impact on overall team efficiency
• Demonstrate ability to solve complex problems
• Continuous Learning by staying up-to-date with technology and best practices
• Demonstrated ability to manage time and priorities according to ACW priority standards.

Knowledge, Experience and Skill Requirements :

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role.
• Strong understanding of Windows and / or Linux operating systems.
• Proficiency in at least one scripting language (e.g., Python, PowerShell, Bash).
• Experience working with Database technologies (e.g., SQL Server, CosmosDb)
• Familiarity with software development concepts and methodologies (e.g., Agile, version control).
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Experience working with cloud environments (e.g., Azure, AWS)

Disclaimer :

This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.

Air Culinaire Worldwide, LLC. does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations.