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Title
Text copied to clipboard!Senior Support Analyst
Description
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We are looking for a Senior Support Analyst to join our dynamic IT support team. In this role, you will be responsible for providing advanced technical assistance and troubleshooting complex issues to ensure seamless operations for our clients and internal users. You will act as a key point of contact for escalated support cases, collaborating with cross-functional teams to diagnose problems, implement solutions, and improve overall service quality. The ideal candidate will have a strong background in IT support, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment. Your expertise will contribute to enhancing user satisfaction and maintaining system reliability across various platforms and technologies. This position requires a proactive approach to identifying potential issues before they impact users, as well as mentoring junior support staff to develop their skills and knowledge. Join us to make a significant impact by delivering exceptional support services and driving continuous improvement initiatives within our organization.
Responsibilities
Text copied to clipboard!- Provide advanced technical support and troubleshooting for complex issues.
- Serve as escalation point for unresolved support tickets.
- Collaborate with IT teams to identify and resolve systemic problems.
- Document solutions and maintain knowledge base articles.
- Mentor and train junior support analysts.
- Monitor system performance and recommend improvements.
- Communicate effectively with clients and stakeholders.
- Participate in service improvement projects.
- Ensure compliance with IT policies and procedures.
- Manage multiple support requests and prioritize tasks.
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science or related field.
- Minimum 5 years experience in IT support or helpdesk roles.
- Strong knowledge of operating systems, networks, and software applications.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal abilities.
- Experience with ticketing systems and remote support tools.
- Ability to work independently and as part of a team.
- Familiarity with ITIL framework is a plus.
- Willingness to work flexible hours if needed.
- Strong customer service orientation.
Potential interview questions
Text copied to clipboard!- Can you describe your experience with escalated technical support?
- How do you prioritize multiple urgent support requests?
- What strategies do you use to troubleshoot complex IT issues?
- Have you mentored junior team members before?
- How do you stay updated with new technologies?
- Describe a time when you improved a support process.
