Technical Support Analyst
Work Set-up: Work From Home
Shift: Nightshift
Salary: Php 80,000 - 100,000 Monthly
Job Description
You serve as a Systems/Technical Support Analyst part of the Technical Support Team,
who are responsible for production support. This may involve diagnosing and fixing
problems with the systems, analyzing system performance and availability, and driving
to incident resolution. Proactive troubleshooting initiatives: the focus is on prevention
(rather than only being reactive and focused only on resolution).
? SSA will be responsible for Production Monitoring and control of assigned products
including but not limited to following tasks:
? KPI/SLA tracking
? Analyzing system performance and availability
? Monitor system alerts
? Initial triage of system issues/alerts
? Incident and escalation management
? Updating system documentation
? Monitor the company's ticketing case system
? Post deployment system monitoring
? Support UAT Testing and utilization of UAT environment for
troubleshooting/reproducing customer facing issues.
? Monitor ticketing system:
Answer, troubleshoot and resolve various technical issues escalated by internal and
external customers.
? Documentation and Training:
? Contribute to the company and Support Team's knowledge base
? Coordinate with our Technical Training Manager on development and execution of
in-depth training on Support-related tools and processes.
? Working with SMEs on improving technical documentation such as troubleshooting
guides
? Providing technical support to end-users, including training and instruction on system
use.
? Enhance internal processes such as improving issue visibility for API (Application
Programming Interface) users and internal stakeholders through identification and
alerting of priority issues.
? On-call coverage in support of our issue and incident management processes.
? Willingness to work on-call and a rotating schedule, including responding to
after-hours emergencies.
? Other duties as required.
Qualifications:
? BA/BS in Computer Science, Engineering, Information Technology, or
related field. Relevant experience may substitute degrees
? 4+ years relevant work experience in Technical and/or Application Support
with strong knowledge of API monitoring and troubleshooting.
? Mid-level to advanced experience with databases, SQL, API's – Able to
create queries to retrieve records, an understanding of the underlying data
structures, an ability to interact with, troubleshoot JSON, REACT and REST
APIs
? Experience with Python and PostgreSQL (Postgres)
? Knowledge of networking architectures and protocols (switching, VPNs,
VLANs, multiple ISPs, etc.) with cross-vendor functionality (Meraki/Cisco,
Unifi, Checkpoint).
? Experience working with AWS Services such as Cloudwatch.
? Test/Validation Experience
