Technical Support Analyst Job Description
Technical support analyst
provides basic database administration for Oracle & Microsoft SQL Server.
Technical Support Analyst Duties & Responsibilities
To write an effective technical support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Travel to remote locations based on planned schedule or as needed by the business
Provide technical assistance, guidance to business partners and work with internal experts and vendors to provide best solution to business needs
Configure, install, monitor and maintain client desktop software and hardware
Consult with and make recommendations to customers on selection of hardware and software products to address business requirements while maintaining published IT standards
Must be able to work flexible hours, including nights, weekends and holidays as needed
Registering user support calls in the Call Management System - LANDesk Service Desk
To ensure that LANDesk Service Desk is kept up-to-date and accurate and also ensure that all notes and associated information relating to calls are added to the system in an appropriate manner
Adhering to client operational procedures
Liaise with Infrastructure Planning team, IT Operations team and Business Unit IT personnel on escalations and service delivery
Liaising with external third party Service Providers
Technical Support Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Support Analyst
List any licenses or certifications required by the position: ITIL, CCNA, MCSA, HDI, CTPAT, FLEXCUBE, MOUS, CBAP, CCBA, MTA
Education for Technical Support Analyst
Typically a job would require a certain level of education.
Employers hiring for the technical support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Education, Associates, Information Technology, Engineering, Computer, Business, Graduate, Information Systems
Skills for Technical Support Analyst
Desired skills for technical support analyst include:
Microsoft Office
Networking
Active Directory
Oracle SQL command is necessary
Database strategy
SQL
Telecommunication environment and customer services procedures
TCP/IP
Basic networks concepts
ITIL practices
Desired experience for technical support analyst includes:
Experience diagnosing and troubleshooting desktop and peripheral issues
Good use of available technical/web reference and research materials
Ideally possesses a university degree/college diploma in Business or Computer Science or equivalent
Knowledge of ATM technology
Must have at least one year of experience supporting PC hardware and software
Scripting (Powershell etc…)
Technical Support Analyst Examples
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Technical Support Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of technical support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support analyst
- Professionally handle incoming calls and document end user interactions into incidents
- Follow-up with end users on escalated incidents
- Train on support processes and system knowledge
- The ideal candidate will have a deep Level 2 troubleshooting and working experience on enterprise class software products.We are looking for dynamic individuals who posses excellent communications skills and are able to work effectively with our Customer Support Group, and directly with customers
- Outstanding organizational skills and the ability to work in a team environment are a must
- Handle and solve support calls from our customers and partners that relate to the technical behavior of the Unica suite of products
- Meeting SLA’s and other customer satisfaction targets
- To ensure case equity in the volume of cases with respect to peers within your team
- To ensure all calls meet the targets for resolution, escalation, documentation & completion of call
- Escalate support calls when needed
Qualifications for technical support analyst
- He/she will proficiently support call flow queues while performance remains at the correct service level or better
- The TSA 1will provide solid knowledge within subject matter specialties
- Supports all hardware and software for designated platforms Pathway Connect/Harris Connect/Office Connect, ABM or Nesbitt
- Provide exceptional customer service to Line of Business Partners to resolve IT support issues
- Review & Respond to queries based on operational policies and procedures
- Escalation - Escalate query to TSA II for additional support and research
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Technical Support Analyst Job Description
Job Description Example
Our company is growing rapidly and is hiring for a technical 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 technical support analyst
- Evaluate Data Processing Team workflows to identify inefficiencies and process improvement opportunities
- Onboard or support major accounts as assigned by management
- Create and maintain project-specific workflow documentation
- Lead-in-Training, Mentor / Technical Support Resource for the Processing Team
- Act as a subject matter expert for key accounts and/or processes
- Analyzes customer data, instructions, and other requirements to design a processing plan
- Review quality of final product before release to VI, client or manufacturing
- Assist Authorized Service Contractors and Distributors in troubleshooting and debugging Veeder Root and Red Jacket products
- Support Field Service organization relative to application and design issues
- Troubleshoot factory and field hardware
Qualifications for technical support analyst
- Experience with Seibel and RightNow a plus
- Prior experience with HL7 and/or Mirth strong preferred
- Provide remote support to diagnose any issues on end users work stations or peripheral devices
- Focuses on customer satisfaction as critical goal
- Keen attention to detail and organization skills
- Proficiency with setup and maintenance of PCs and laptops
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Technical Support Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a technical 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 technical support analyst
- Support System Development Life Cycle (SDLC) activities where necessary (System requirements review, Design review)
- Track and support system performance metrics and report on system availability
- Participate in on-call support outside of core hours
- Work Incidents escalated from less senior Technical Support Analyst
- Review and approve resolutions recommended by Associate Technical Support Analysts
- Develop, modify and execute basic ad-hoc queries
- Create and execute Data Change Requests (DCR) for supported systems
- Initial point of contact for more serious Incidents
- Ensure that recurring Incidents with IT production systems are evaluated as candidates for the Problem Management process and root cause analysis
- Effectively transfer knowledge across the respective process/business function/ portfolio area(s)
Qualifications for technical support analyst
- 1+ years’ experience working with computer hardware and software in a Microsoft-networked computer environment
- Has 3-5 years of working experience to collaborate with internal support teams on incident escalation and resolution in a global, 24x7 support corporate setting
- Has 3-5 years of working experience in performing user administration and setup of all system accounts in adherence to established SOX regulations
- Has 3-5 years of working experience in a global, 24x7 support corporate setting of both Microsoft AD and AS400 operations is required
- Has 2-3 years of general working knowledge of SAP business processes or equivalent ERP experience
- Has 2-3 years of general working knowledge of SAP account management or equivalent ERP experience
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Technical Support Analyst Job Description
Job Description Example
Our innovative and growing company is hiring for a technical support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support analyst
- Suggesting diagnostics scripts installation, recommended patch collections analysis, within scope and participating in regression testing when necessary
- Provides Tier 1 technical assistance when requested by end user
- Uses discretion to provide timely solution of incidents in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns
- Processes user provisioning and change tasks related to account and access setups in accordance with SOX requirements
- Possesses an understanding of ITIL (Information Technology Infrastructure Library) service operation foundations, specifically around Incident Management and Request Fulfillment
- Participates in meetings, seminars, and training sessions to keep IT-centric skill set current
- Being able to provide resolutions to a variety of technical queries and issues within agreed timeframes
- Manage the installation and the assurance that all hardware and software is configured and maintained to company standards
- Ensure all faults and received and repaired within agreed timeframes
- Maintain the asset management procedure for all IT hardware and software
Qualifications for technical support analyst
- Has 4-5 years of experience in a mid-large size corporate environment leveraging ITIL framework ( Incident, Change, Service Level and Problem Management) is desired
- Customer Service background is desired
- Must have 5+ years of experience in a technical support role
- Must have network and data center/server experience
- Forefront Identity Manager (FIM) experience is highly preferred
- Concept and understanding of network and firewall filtration
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Technical Support Analyst Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of technical 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 technical support analyst
- Analysing technical issues reported by customers
- Providing implementation advice, code examples and other solutions
- Using product knowledge to decipher the root cause of a problem
- Using group processes, workflows and tools to describe and reproduce customer-reported problems
- Creating software tests based on customer problem reports
- Keeping customers informed about issues that are important to them
- Reviewing product and interface specifications to ensure new functionality meets the customer’s needs
- Organising Management and Technical review meetings
- Offering technical support to both internal and external employees through existing phone and solutions to non-technical audiences
- Ability to train Jr
Qualifications for technical support analyst
- Working knowledge of Content Management Systems (WordPress and SharePoint)
- Must be able to lift 50 lbs., twist, bend and work in awkward positions
- The Investment Technology Analyst position requires excellent communication and interpersonal skills, including the ability to build good working relationships with people of diverse personalities and professional backgrounds with a strong focus on customer service
- Bachelor in Computer Science or related or related engineering
- 3-8 years’ experience in IT operations and service management or similar IT roles
- Knowledge of scripting , Aix and Linux