Sr Tech Support Analyst

The Senior Technical Support Analyst is a critical role within our IT department, responsible for providing advanced support and solutions for complex technical issues. This position requires a highly technical individual who can manage and resolve intricate problems, collaborate with IT teams, and implement best practices for optimizing support operations. As a Senior Technical Support Analyst, you will handle escalated issues from junior analysts, work closely with cross-functional teams, and contribute to the enhancement of our technical infrastructure. Strong problem-solving skills, excellent communication abilities, and a customer-focused mindset are essential for ensuring high-quality support and satisfaction.

Responsibilities

• Provide advanced technical support by diagnosing and resolving complex technical issues efficiently.
• Act as the escalation point for junior technical support analysts and address their queries.
• Collaborate with IT teams to troubleshoot and optimize system performance and availability.
• Document and maintain comprehensive records of support issues and their resolutions.
• Identify and propose improvements to enhance support services and technical practices.
• Deliver training and guidance to junior analysts to improve their technical skills.
• Assist in the development and implementation of technical support policies and procedures.
• Work closely with the development team to debug and resolve software-related issues.
• Provide input on strategy and technology initiatives to improve overall IT operations.
• Monitor and maintain system and network security to ensure data protection and compliance.
• Manage technology inventory and coordinate with vendors for the procurement of required tools.
• Stay updated with the latest technology trends and advancements to ensure effective support.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 5 years experience in technical support or IT systems administration.
• Proficient in troubleshooting complex hardware, software, and network issues.
• Strong understanding of IT infrastructure, including servers, networking, and databases.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Experience using support ticketing systems and remote desktop applications.
• Strong problem-solving skills and a customer-focused approach to IT support.