Support Analyst Job Description Sample Template
JOB TITLE:
- Support Analyst
DUTIES and RESPONSIBILITIES:
- Prioritize, investigate, and respond to incoming support tickets.
- Provide documentation and training to clients to help them resolve tickets.
- Follow standard operating procedures to escalate and address tickets.
- Manage all client communication around tickets raised.
EXPERIENCE and QUALIFICATIONS:
- A degree in information technology, computer science, or a relevant field or equivalent technical experience is preferred.
- At least one year of previous experience in a technical support role, support engineer, business analyst, or similar role.
- Experience with a ticket management system (e.g., Jira Service Desk, Zendesk, etc. Jira Service Desk is preferred).
- Familiarity with collaboration tools like Zoom and Slack.
- Supreme ability to diagnose and troubleshoot complex technical issues.
- Technical aptitude and excellent problem-solving skills are critical to being successful in this role.
- Proficient in written and verbal communication.
- Ability to prioritize and delegate tasks effectively.
- Experience with cannabis cultivation, manufacturing, or distribution is preferred.
- Familiarity with SQL is preferred.
- Knowledge of Postman and Grafana is preferred.
PHYSICAL DEMANDS:
- While performing the duties of this position, the employee is regularly required to talk and hear via electronic devices (ie. computer, monitor, microphone, video, etc.)
- The employee frequently is required to use hands or fingers to operate a computer keyboard and mouse.
- Specific vision abilities required by this position include reading and viewing information on a computer monitor.