Platform Support Analyst (L1)

Range • Toronto, ON

7d • Hybrid

About The Position

At TripArc Inc., we are looking for a Platform Support Analyst I, who will be an essential part of the support team. Your primary focus is to ensure the smooth operation of the Azure cloud-based proprietary applications while providing outstanding support to our 1600+ valuable travel experts.

Requirements

• At least 1 year experience in application support or technical support.
• Strong problem-solving and troubleshooting skills.
• An analytical thinker with excellent communication and customer service skills.
• Familiarity with software support processes and ticketing systems.
• Ability to work collaboratively in a team-oriented environment.
• Should be able to work in shift rotation, including weekend.
• Intermediate to proficient level of “Technical Skills” required.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
• Strong analytical and problem-solving skills
• Good written and verbal communication (customer-facing)
• Ability to work in shifts including weekend.
• Attention to detail and documentation discipline

Nice To Haves

• Understanding of REST API.
• Understanding of application log monitoring platform like Dynatrace or similar.
• Understanding of SQL and RDBMS like SQL server or similar.
• Functional understanding of Active directory.
• Understanding of programming languages like .Net and frontend angular or similar.
• Understanding of webserver like IIS or similar.
• Understanding cloud platforms like azure or similar.
• Understanding of ITIL incident management and ticketing tool like ServiceNow or similar

Responsibilities

• Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by users.
• Escalate tickets to the development team and ensure an end-to-end resolution for users.
• Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues.
• Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary.
• Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features.
• Continuously monitor the applications’ performance and proactively identify potential issues before they impact users.
• Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms.

Benefits

• Competitive compensation package with a strong pay for performance rewards approach.
• Opportunity to participate in incentive programs and compensation tied to business and individual performance.
• Employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level