Technical Support Analyst

Torrance, CA | Direct Hire

Post Date: 06/19/2017 Job ID: 45790 Industry: Technical Support

Technical Support Analyst (TSA) 

The Technical Support Analyst will help support and track incidents for high-visibility, high-traffic web sites and consumer facing web applications reported by internal customers, business partners and vendors.

This junior to mid-level position and requires a solid foundation in process, testing, and incident management experience. We will also consider well-motivated recently graduated students with IT, IS or CS degrees for this position and will provide the requisite on the job training.

The right candidate for this position ensures stable and responsive support for clients by performing many duties.

Responsibilities:
• Support daily activities related to production operations and support of the client’s websites
• Escalation of urgent problems requiring more in-depth knowledge to appropriate internal resources
• Manage priorities, issues, communications, and progress productively
• Resolve incidents, issues, and problems, alone and through collaboration with other members of the website application support team
• Ensure all production incidents are recorded timely and accurately; communicate state of production to management
• Assist with support documentation, and provide input into standard operation procedures
• Provide on-call support as scheduled; position will require rotating 24x7 on-call support and off-hours maintenance work
• Effectively collaborate with other members of the website application support team and their internal and external customers

Requirements:
• Minimum of two years related experience (waived for campus postings)
• Previous experience with Microsoft Word and Excel is expected; with other Microsoft software and tools could be a plus. Experience with Google docs also a plus.
• Effective interpersonal skills as well as excellent written and verbal communications
• Ability to work independently and in a team environment
• Ability to work under time pressures while maintaining a customer service attitude
• Self- motivated with attention to detail
• BA/BS, or equivalent combination of education and experience is required
• Experience in supporting an internal help desk will be a significant asset
• Experience providing high level of support to Fortune 500 partners is desired.
• Experience with RT Tracker, Peregrine, or other ticketing systems a plus
• Experience with Amazon AWS, S3, CloudWatch, AppDyanmics and other cloud monitoring tools
• Knowledge or Experience with Unix/Linux/Apache/Jboss /Amazon AWS
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