Support Analyst

Job Description

The Support Analyst (SPA) is in charge of offering the operational and technical support to business application users in order to guarantee that the business advantages of applications keep on being maintained throughout their lifetime. 

• Provide application maintenance and support to minimize service disruption and simplify operations. 
• Investigate and resolve issues with software applications by diagnosing root causes. 
• Support end-users for any requests coming from their day-to-day work. 
• Drive customers’ cases successfully resolved within Service Level Agreement (SLA). 
• Prioritize support requests while keeping response times in a high-pressure environment. 
• Co-operate with the development team to implement the releases for the users. 
• Conduct application testing, build test scripts, support client application testing, and collect and summarize test data. 
• Create and maintain job schedules. 
• Produce organized and informative system documentation, including details of application configuration and installation, and client infrastructure. 
• Contribute to and maintain the knowledge base of support issues. 
• Create training documentation and give basic training to end-users. 
• Contribute to informative reports, as well as comprehensive, accurate documentation. 
• Maintain confidentiality of data and information of projects. 
• Follow strictly the customer’s processes, the company’s processes and systems complied with ITIL/CMMI standard. 

Qualifications

• 1+ year of hands-on experience in the IT application support sector after education and qualifications requirements. 
• Good English skill, especially spoken English.
• Good analytical, troubleshooting and problem-solving skills. 
• Good presentation and documentation skills. 
• Basic customer service, communications skills, active listening, empathy with users, acceptance of ownership, patience, and understanding. 
• Experience in working with business applications with clients from a diversity of cultures. 
• Competent in at least one operating system platform (such as Microsoft, UNIX, Linux) and/or basic knowledge of IIS and networking. 
• Experience in Microsoft Office products such as Microsoft Office, Microsoft Edge, etc. 
• Basic knowledge of RDBMS (such as SQL Server, Oracle, MySQL) and SQL querying is a plus. 
• Experience in installing, configuring, and supporting business applications. 
• Understanding ITIL/SLA/principle of support service; Experience in handling tickets with SLA. 
• Experience in using at least one call/ticketing software like BMC Remedy, ServiceNow, Jira, etc. 
• Basic knowledge of at least one programming language such as .NET/Java/PHP/JS. is a plus. 
• Experience in software development life cycle (Agile or Waterfall) and software development methodologies (RUP, Scrum or Kanban) is a plus.
• Ability to work independently without close supervision for tickets with medium and low complexity levels; and with minimal supervision for tickets with high complexity levels.
• Experience in giving acknowledgment, updates, and resolution in a timely manner.
• Competent in requirement gathering is a plus.
• Attention to accuracy, clarity, and quality of work, as well as process-oriented.
• Experience in or willingness to work on shifts and/or on-call support and travel when required.