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Basic Entry Level Technical Support Analyst

2 months ago

Bristol, United States US Tech Solutions Full time

Duration: 18 Months Contract

THE SHIFT HOURS ARE STRICT

ü Thursday 12am-6am (Wednesday night)

ü Thursday 6pm-6am

ü Friday 6pm-6am

ü Saturday 6pm-6am

Notes:

This is full time onsite here in Bristol, CT. These are entry level type roles and are not heavily technical. Basic entry level support desk experience. Straight out of college type people with up to 1 year of experience or more.

Job Description:

To keep up with the high volume and fast-paced environment, client Technology rely on Support Center to provide incident ingest, Level 1 support, and incident management. The Support Center is a 24x7 operations center focused on monitoring and maintaining the availability of services supporting client Technology. When engaged, the Support Center is trained to restore regular operation quickly and minimize the adverse impact on business operations.

The Technical Support Analyst 1 Contractor (TA1C) is the first point of contact for handling incidents reported by client Technology's internal stakeholders. With a technical background in streaming media, IT, software, media technology, or production support, their primary responsibility is to promptly gather and analyze all relevant incident information through interviews with the callers and stakeholders or by interpreting monitoring data.

Upon receiving an incident, the TA1C will need to determine the issue's scope and impact. When possible, they will provide Tier 1 troubleshooting support to end-users and resolve fundamental issues. In cases where the incident requires more specialized expertise than a TA1C can handle, they will escalate the issue to a Level 2 support team or other appropriate resource (such as the Incident Management team) to coordinate resolution.

The TA1C will actively participate in incident management scribing, ensuring that incidents are well-documented and tracked throughout their lifecycle. This aids the Incident Managers in maintaining a structured and efficient approach to resolving issues, minimizing potential disruptions, and ensuring high service availability.

Responsibilities:

Incident Intake & Escalation:

Focus on major areas of work, typically 20% or more of role % of Time Incident Intake & Escalation

Serve as the main point of contact for handling incidents reported by stakeholders.

Efficiently capture incident details through phone calls or Slack interviews or monitoring interpretation.

Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.

Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.

60%
Documentation, Incident Tracking and Reports

Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.

Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.

Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base. 20%

Monitoring:

Monitor various service-health platforms and stakeholder communication platforms like Slack, Data Dog, Big Panda, e-mail, etc.

Proactively identify and address potential issues or performance bottlenecks.
20%.

Experience:

Bachelor's degree and/or comparable military/civilian work experience. (0 - 2 Years)

A solid technical background in digital media-related software or media technology support.

Familiarity with media streaming technologies, platforms, and protocols.

Excellent problem-solving skills and the ability to work efficiently under pressure.

Strong communication and interpersonal skills for effective stakeholder interaction.

Knowledge of incident management processes and best practices.

Basic to intermediate computer certification(s) or ITIL Certification

Skills:

Bachelor's degree

Ability to work well under pressure and manage priorities with urgent deliverables

Ability to deliver incredibly high-quality results in a heavy multitasking environment

Good communication and interpersonal skills for effective stakeholder and peer interaction

Basic knowledge of incident management processes and best practices

Familiarity with media streaming technologies, platforms, and protocols.

Education:

BA and/or comparable military/civilian work exp.