Technical Analyst

We are seeking an experienced Technical Support Analyst (Tier 2) to join our support team and handle escalated technical issues, provide mentorship to Tier 1 analysts, and actively contribute to system optimization and knowledge sharing. This role requires deep troubleshooting expertise, cross-functional collaboration, and a proactive approach to continuous improvement. The ideal candidate is technically proficient, customer-focused, and solution-driven.

Key Responsibilities:

• Advanced Troubleshooting: Resolve complex issues related to software, hardware, and network systems escalated from Tier 1 support.
• Mentoring & Coaching: Provide process and technical guidance to Tier 1 support analysts to improve team performance.
• Ticket Management: Manage and prioritize escalated tickets, ensuring resolution within SLA and maintaining user satisfaction
• Root Cause Analysis: Conduct in-depth analysis to identify systemic issues and implement long-term fixes.
• User Support & Training: Educate users on system functionalities, best practices, and self-service capabilities.
• Vendor Collaboration: Coordinate with third-party vendors to resolve issues and manage updates or patches.
• Knowledge Base Development: Create and maintain documentation of common issues and solutions for team reference.
• System Administration: Perform intermediate system administration tasks including access control, user provisioning, and updates.
• Reporting & Analytics: Analyze ticketing trends to identify patterns, gaps, and improvement opportunities.

Required Qualifications:

• 3–5 years of experience in technical support or IT operations.
• Strong troubleshooting skills for software, hardware, and networking issues.
• Proven ability to work independently on escalated issues and perform root cause analysis.
• Strong communication skills with the ability to explain complex issues to both technical and non-technical users.
• Experience with ServiceNow or similar ITSM platforms.
• Familiarity with ITIL processes – Incident, Problem, Change, and Knowledge Management.
• Hands-on experience in scripting and automation for support tasks.
• Solid understanding of networking fundamentals.
• Basic knowledge of cloud platforms (Azure, AWS, or GCP).

Preferred Qualifications (if any):

• Experience in coaching or mentoring junior support staff.
• Exposure to enterprise environments and supporting business-critical systems.
• Prior experience working in a fast-paced, customer-focused support team.
• Intermediate understanding of Azure services and resource management.

Certifications (if any):

ITIL Foundation Certification (preferred)

Microsoft Certified: Azure Fundamentals (preferred)

Any relevant certifications in Networking or System Administration (e.g., CompTIA Network+, CCNA)