Technical Analyst

Job Description :

The Technical Support Analyst 1 Contractor (TA1C) is the first point of contact for handling incidents reported by DE&E Technology's internal stakeholders and external partners. With a technical background in streaming media, IT, software, media technology, or production support, their primary responsibility is to promptly gather and analyze all relevant incident information through interviews with the callers and stakeholders or by interpreting monitoring data.

Upon receiving an incident, the TA1C will need to determine the issue's scope and impact. When possible, they will provide Tier 1 troubleshooting support to end-users and resolve fundamental issues. In cases where the incident requires more specialized expertise than a TA1C can handle, they will escalate the issue to a Level 2 support team or other appropriate resource (such as the Incident Management team) to coordinate resolution.

Basic Qualifications

• 1+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
• Ability to work well under pressure and manage priorities with urgent deliverables
• Strong communication and interpersonal skills for effective stakeholder and peer interaction.