Support Analyst at Integrove

Key Responsibilities

• Logging and processing of support calls
• Troubleshooting - Problems and bugs that are reported should be researched, followed by resolutions, and problems should then continue to be monitored
• Assess, coordinate and review all issues and impacts associated with applications support
• Proactively suggest ways of improving system stability, availability, performance and reliability
• Test software prior to being implemented through various environments – Development, Quality Assurance, Production
• Handle customer / client / user inquiries through dedicated ticket reporting channel
• Analyse consistently reported problems or certain tasks which users can’t complete and form a Frequently-asked-questions platform (FAQ) and Troubleshooting guides to minimize number of inquiries
• Frequently analyse application logs, alerts, application insights and reports on various applications
• Frequently interact with technical teams and to an extend occasionally code to obtain conclusions

Qualifications / Experience

• Tertiary Degree / Diploma in a related field such as MIS, Computer Science, or equivalent experience
• Minimum 4 Years’ experience in 2nd or 3rd line support

Preferred Skills

• Must be fluent (written and verbal) in English and Spanish / Portuguese
• Azure products and services:
  • Logic and Functional app
  • Application Insights
• Programming:
  • SQL – maintenance and troubleshooting various database related issues. Extracting application related data.
  • ASP.NET Core(C#) – minimal console application programming for the purpose of obtaining solutions to reoccurring problems
  • HTML – creating and testing application integration templates
  • JavaScript
• Invoking APIs
• Database scripting:
  • Microsoft SQL Server Manager 2008/2012/2017
• Complex problem solving
• Excellent communication and interpersonal skills
• Ability to diagnose and address application issues
• Excellent time management skills
• Commitment to providing exceptional service to customers and support to staff members