Support Analyst

At Inkeros we are committed to delivering seamless and efficient IT support services to ensure the smooth and error-free operation of our stakeholders' applications, systems, and data.

The purpose of the Support Analyst role within our IT Support department is to serve as a frontline troubleshooter and solution provider, dedicated to resolving internal support tickets promptly and enhancing our technological solutions to meet evolving needs.

EXPECTED OUTCOMES AND DELIVERABLES

Serve as a Level 1 within Inkeros’ Support Escalation Program :

• Diagnose and resolve support tickets by reproducing each reported issue and tracing issue to locate root cause
• Log and report outcomes, actions taken, and resolutions
• Evaluate and respond to support issues to ensure stakholder’s needs are met while maintaining a high degree of user satisfaction
• When required, escalate the support issue to Level 2 (IT Support Leads / Managers)

Provide accurate work estimations and ensure projects are completed according to schedule :

Regularly communicate with manager and teammates about progress towards milestones

Use Jira tickets to coordinate ongoing development initiatives and daily tasks :

• Monitor Jira tickets on a daily basis to ensure assigned tickets are up to date and responded to appropriately
• Ensure tickets maintain a high level of communication, and teammates and stakeholders are kept appropriately informed

Maintain and extend Inkeros’ in-house solutions :

• Perform regular maintenance tasks
• Progress tickets through regular development path
• Write QA testing instructions
• Participate in scrums daily or as assigned

Create and modify new features

• Develop and Implement new features from written specifications
• Document implementation (what was implemented and how it works)
• Modify existing features to adhere to changing requirements
• Attend project technical briefings

REQUIRED COMPETENCIES

• Continuous Learning : Actively seeks opportunities to enhance skills and knowledge to improve personal and organizational performance.
• Informing : Effectively communicates essential information to team members, ensuring clarity and timeliness regarding tasks, deadlines, and deliverables.
• Teamwork : Collaborates with colleagues across teams to achieve common objectives and goals.
• Adaptability : Easily adjusts to changing work environments and requirements, demonstrating flexibility in approach and mindset.
• Follow - through : Demonstrates self-direction and accountability, ensuring tasks are completed and projects are seen through to the end.

TECHNICAL SKILLS

• Cloud Computing Fundamentals : Understanding of cloud computing concepts and principles.
• Google Cloud Platform (GCP)Familiarity with GCP services such as Compute Engine, CloudRun, Cloud Storage, BigQuery, and others.
• Programming Languages :
• Python : Proficient in writing Python scripts and applications for various purposes.
• JavaScript : Competent in frontend and backend JavaScript development.
• HTML / CSS : Proficient in building and styling web pages using HTML and CSS.
• SQL : Proficient in writing SQL queries for data manipulation and retrieval.
• Version Control : Git : Experience with version control systems, particularly Git, for managing codebase changes.
• Operating Systems : Windows 11 with WSL (Ubuntu) : Experience in working with Windows 11 alongside Windows Subsystem for Linux (WSL) for development purposes.

EDUCATION AND EXPERIENCE

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• Previous IT Support Experience
• Programming and Scripting Experience
• Required to pursue and stay up to date with training modules, courses, and certifications if / when prescribed by Inkeros, including GCP certifications.

PROFESSIONAL DEVELOPMENT

• Opportunity to increase scope and responsibilities to the senior level is possible with good performance and as the team grows over the years
• The skills acquired through high performance in this role may prepare one for other technical roles including Lead / Senior Support Analyst, Software Development Engineer, Systems Engineering & Cloud Administrator
20 days ago