IT Software Support Analyst

IT Software Support Analyst

We are looking for an IT Software Support Analyst with 1 to 2 years of experience to provide frontline technical assistance for our software applications. You will troubleshoot errors, manage user requests, and ensure our systems run smoothly.

This role requires flexibility for rotating shifts, including nights, weekends, and holidays.

Key Responsibilities

L1/L2 Support: Troubleshoot software errors and resolve user issues within established SLAs.
Ticket Management: Log, track, and resolve technical incidents using Freshdesk or similar tools.
Testing Support: Help with User Acceptance Testing (UAT) and verify features after system updates.
Documentation: Create clear knowledge base articles and troubleshooting FAQs.
Escalation: Coordinate with developers and QA teams to resolve complex technical bugs.

Qualifications & Skills

Experience: 1 to 2 years in Software/Application Support, IT Service Desk, or Technical Support.
Education: Bachelor’s Degree in IT, Computer Science, or a related field.
Technical Skills:
Experience with Freshdesk, JIRA, ServiceNow, or Zendesk.
Basic SQL querying and familiarity with APIs.
Strong technical troubleshooting and application monitoring skills.
Soft Skills: Excellent communication, customer service focus, and problem-solving under pressure.
Shift Flexibility: Must be willing to work rotating shifts (including graveyard: 10:00 PM – 6:00 AM), weekends, and holidays.

Work Location: In person