Technical Support Analyst

About Our Client

This organization operates within the business, legal, and financial services sector, providing knowledge-based solutions to clients globally. With a presence in over 140 jurisdictions across the Americas, Europe, Asia Pacific, and the Middle East, and a workforce exceeding 8,000 colleagues, the organization supports a wide range of business needs internationally.

About the Opportunity

The Technical Support Analyst role is a developmental position focused on supporting customers with technical inquiries related to server and workstation installation and maintenance of specific software products. The position contributes by ensuring timely and accurate resolution of technical issues, enhancing customer satisfaction, and supporting the overall effectiveness of the support organization.

Responsibilities

• Provide technical support across multiple channels for customers and internal teams.
• Understand and address customer needs with personalized support.
• Respond to intermediate-level technical inquiries and maintain case closure rates.
• Collaborate with team members in a fast-paced environment.
• Follow defined guidelines and consult senior staff as necessary to make decisions.
• Document all customer issues and solutions in the case tracking system.
• Review and maintain quality of knowledge base solutions.
• Develop technical proficiency in all supported products.
• Perform release testing of software before and after new releases.
• Assist with assigned projects and internal efficiency initiatives.
• Uphold ethical standards and promote a cooperative team culture.

Requirements

• 3-4 years of software support experience, preferably with Microsoft systems such as Windows Server, IIS, SQL Server, and SharePoint.
• Familiarity with automation, packaging, and monitoring tools like Ansible, PowerAutomate, SailPoint, Elastic, SSCM, Microsoft Intune, and APIs.
• Bachelor’s degree in a technology field preferred or equivalent experience.
• High standards of customer service, honesty, and integrity.
• Proficiency with Microsoft products.
• Ability to quickly learn specialized software technologies.
• Accurate documentation skills.
• Strong problem-solving and communication abilities.
• Positive attitude, self-motivation, and ability to work independently and collaboratively.
• Moderate conflict resolution and negotiation skills.

Pay Range and Compensation Package

Estimated pay range is $59,884.28 to $76,628.71 depending on location, knowledge, and experience.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.