Platform Support Analyst (L1)
TripArc•Toronto, ON
•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
- Strong pay for performance rewards approach
- Opportunity to participate in incentive programs
- Compensation tied to business and individual performance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
