Analyst II, Product Technical Support
About The Position
Under general supervision, the Analyst II, Product Technical Support oversees incidents and requests from identification through resolution to provide an end-to-end client experience. The role gathers incident information through client conversations and self-service support tools, communicates progress to clients and internal stakeholders, and conducts initial assessments, triage, and research for basic incidents involving software products and infrastructure components. It coordinates service desk and support resources and routes incidents requiring specialized assistance to the appropriate personnel. The position executes against established Service Level Agreements, documents resolutions, contributes to the knowledge base, and communicates recurring challenges and patterns to upper-level professionals. It also recommends enhancements to systems, processes, and workflows. This is a developing individual-contributor role that works independently under general supervision to support departmental goals, solve problems within its job area, and help achieve operational targets.
Requirements
- Practical knowledge of software products and infrastructure components.
- Practical knowledge and demonstrated competence gained through a combination of advanced education and relevant experience.
- Ability to gather incident information, conduct initial assessments and triage, and research basic incidents.
- Ability to communicate with clients, internal stakeholders, and colleagues and explain or clarify information.
- Ability to work independently under general supervision and solve problems within the job area.
Responsibilities
- Oversee incidents and requests from identification through resolution.
- Gather incident information through client conversations and self-service support tools.
- Communicate incident progress promptly to clients and internal stakeholders.
- Conduct initial assessments, triage, and research for basic incidents involving software products and infrastructure components.
- Coordinate service desk and support resources, routing incidents to specialized personnel when needed.
- Execute against established Service Level Agreements and response and resolution time commitments.
- Document resolutions and contribute to the knowledge base.
- Communicate recurring challenges and patterns to upper-level professionals.
- Recommend enhancements to systems, processes, and workflows.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
