Technology Support Analyst

Responsibilities:

Technology Support Analyst

TOC work hand-in-hand with Customer Operations teams as well third-line IT, Engineering, Video and Architecture. We work 24/7 across three shifts to provide the level of service that our clients and workforce demands of us.

Technology Support Analyst

Analysts also provide Stats Perform with a service desk function by fulfilling requests that are submitted by employees. This requires them to administer a range of technology platforms according to documented processes and following best practice.

specialist technical skills

Specifically, the role of the Technology Support Analyst involves:

• Triaging and troubleshooting incidents
• Resolving assigned incidents
• Escalating incidents to third-line teams
• Administering and maintaining systems
• Executing the incident, problem, change and request workflows
• Monitoring critical services and responding to observed issues
• Creating high-quality knowledge support articles
• Fulfilling service requests according to documented processes
• Raising problems and contributing to CI initiatives
• Performing root cause analysis on incidents
• Communicating to internal users on incidents and requests
• Liaising with third parties to seek support

Desired Qualifications:

The TOC has a combined skillset across various technologies, do you have experience in any of the following areas that will bring added value to the team?

• Server administration and support for Windows and Linux, Apache
• Microsoft administration and software support including AD, Azure AD, Microsoft 365, Teams, SharePoint and software. Single sign-on and MFA support.
• Device management through Intune and Jamf for Mac estate.
• Mac and Windows desktop support
• Mobile application support for iOS and Android
• Database experience, including SQL, MySQL, Oracle, Python
• Scripting language SQL Queries, Powershell
• AWS EC2 ELK Stack etc.
• Logfile analysis
• Monitoring tools: Checkmk, Nagios, New Relic, PagerDuty, SolarWinds
• Network support and troubleshooting
• Video technology support
• Atlassian Jira & Confluence

What we need from you..

Analysts demand perfection

Analysts never want to stop learning