It Support Analyst

Description:

As the Technical Support Specialist, you will be a vital link between the company's stakeholders, which include those from operations to product, ensuring that the company's systems are functioning and providing the technical solution that their product promises to deliver.

Being a versatile Technical Support Specialist, you will fulfil a pivotal role within the team, encompassing technical support for internal staff, onboarding of new employees, and maintenance of internal systems like CRM.

Additionally, this role entails providing second-line support for their specialised external applications.

💡If you have an interest in SQL, or you've dabbled in it, then this role will give you the chance to work with it a lot more too.

You will be responsible for:

• Providing timely technical support and assistance to internal employees via in-person support, ticketing system, phone, or email.
• Troubleshooting technical issues related to hardware, software, network connectivity, and internal systems, escalating complex issues to appropriate teams when necessary.
• Maintaining and updating internal documentation, knowledge base articles, and FAQs to facilitate self-service resolution for common technical issues.
• Collaborating with IT and other relevant teams to implement solutions, upgrades, and improvements to internal systems and infrastructure.
• Assisting in the onboarding process for new employees, including setting up accounts, providing technical orientation, and ensuring access to necessary resources and systems.
• Providing 2nd line support for our custom external applications, diagnosing and resolving technical issues to ensure smooth operation for our customers.
• Supporting and administration of internal systems such as CRM, ensuring data integrity, user access, and system functionality.
• Conducting training sessions and workshops to educate internal employees on best practices, new technologies, and internal tools.
• Identify opportunities for process improvements and efficiency gains within the IT support function.