Technical Support Analyst

Key responsibilities include:

• Serve as the first point of contact for support calls, tickets, and other intake requests
• Resolve standard issues and fulfill requests by following documented procedures; escalate beyond scope swiftly
• Closely monitor active incidents
• Monitor servicehealth and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly
• Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out
• Participate in training programs to build and enhance technical acumen
  

The role performs operational protocols using runbooks for supported systems to ensure high service availability and minimal disruptions. An ideal applicant should possess a solid technical background in IT, software, or production support. This role demands swift incident detail gathering and analysis while providing Tier 1 troubleshooting support. Collaboration with higher tiers for specialized expertise is required. Active participation in incident management to ensure comprehensive documentation and lifecycle tracking for efficient issue resolution is vital. This role supports high service availability while minimizing disruptions across critical systems.

Responsibilities and Duties of the Role:

Incident Intake & Escalation - 40%

• Serve as the main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls, chat, or monitoring.
• Analyze incidents thoroughly to understand their scope and impact; work tickets, triage, and/or escalate as necessary.
• Collaborate with technical support teams, engineering, and media specialists to ensure incidents are resolved quickly.

Documentation, Incident Tracking and Reports & Training - 30%

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
• Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.

Monitoring - 30%

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.
• Proactively identify and address potential issues or performance bottlenecks.

Required Education, Experience/Skills/Training:

Basic Qualifications

• 1+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
• Ability to work well under pressure and manage priorities with urgent deliverables
• Strong communication and interpersonal skills for effective stakeholder and peer interaction.

Preferred Qualifications

• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Familiarity with Major Incident Management, Problem Management, Change Management

Preferred Education