Technical Support Analyst

Role Summary

Provide advanced technical support and systems analysis to ensure our internal and customer-facing platforms run smoothly. This role goes beyond basic helpdesk functions, involving deeper troubleshooting and process improvement.

Key Duties

• Investigate and resolve complex technical issues related to software applications, databases, and integrated systems.
• Analyze system performance data to identify trends, recurring problems, and opportunities for proactive maintenance.
• Collaborate with the software development and DevOps teams to report bugs and suggest improvements.
• Develop and maintain technical documentation, runbooks, and knowledge base articles.
• Assist in managing cloud-based infrastructure and disaster recovery plans[citation:2].

Technical Expertise Needed

• Hands-on experience with advanced diagnostic and monitoring tools.
• Strong knowledge of database querying (SQL) and logging analysis.
• Experience with cloud platforms (AWS, Azure, GCP) and their core services.
• Understanding of API interactions and basic scripting for automation (Python, PowerShell).
• Relevant certifications (e.g., CCNA, AWS Cloud Practitioner, Microsoft Azure Fundamentals) are advantageous.

Ideal Candidate Profile

• Has a methodical approach to troubleshooting and a passion for root-cause analysis.
• Can translate technical details into clear explanations for non-technical stakeholders.
• Is driven to streamline support processes through automation and tooling[citation:2].