Junior Support Analyst

Job Summary

The Support Analyst handles technical requests filed by end users of the company’s product or system. Their primary responsibility is troubleshooting and analyzing reported issues, formulating workable solutions for the Support team, and coordinating with other departments for permanent resolution of recurring issues.Assist in identifying and solving technical issues that will arise with the company’s products.

Job Responsibility

Analyze the available data and find the root cause of the problem and out-of-box failures. Develop a solution themselves or pass the problem to other team members, all the while providing users with progress updates.Should have a deep understanding of the product they handle as well as the processes behind it. In addition, the support analyst should have the technical expertise to implement solutions or fixes using MySQL, MS SQL, PgADMIN, Liferay, etc.Should be able to communicate well with clients, paying attention to their concerns and providing clear, regular updates for ongoing requests and issues..Formulate workable solutions for recurring issues that will be passed down to the Support team.documentation of issue reports and fixes for easier knowledge transfer.Monitor the status and health of the company’s learning portalAnticipate and implement preventive measures for issues that will prevent access to the learning portal.Assist in support hours of operation and off hour production emergencies.Attend meetings and trainingMust possess a Bachelor's/College Degree in IT related fields;

Job Qualifications

2 years proven relevant experience in Technical Support positions.Expert in MS SQL, MySQL, PgADMIN, Liferay;Knowledge in Kibana is a plusProcess oriented and have keen attention to details.Internet savvy with good analytical and problem solving skills.Good verbal and written communication skills.Can handle stress well and work efficiently under pressure;Ability to learn and work on changing and evolving technologies.Must possess a Bachelor's/College Degree in IT related fields;Must be willing to work on-call;Willing to work in Eastwood City, QC on a Mid Shift schedule from 2pm to 11pm, Monday-Friday;