Technical Support Analyst

Job Summary

A company is looking for a L1 Support Analyst.

Key Responsibilities

• Assess, prioritize, and assign customer cases to appropriate support teams
• Provide basic troubleshooting and ensure all required documentation is submitted
• Track personal development goals and contribute to team performance metrics

Required Qualifications

• Completion of 1 Overview ICA application certification within the first 6 months
• Familiarity with ticketing tools and understanding of ticket statuses and processes
• Ability to learn new technology quickly and teach others
• Experience in handling customer issues and escalating as necessary
• Demonstrated ability to engage in team goals and process improvements