System Support Analyst

Position Summary

The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams.

• Manage and resolve support tickets within established response time targets.
• Maintain high ticket throughput while ensuring quality is not compromised.
• Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume.
• Perform deep‑dive technical troubleshooting to identify root causes of system issues.
• Ensure accurate and comprehensive escalations to Level 2 or Development, including clear reproduction steps, detailed impact analysis, severity levels, and relevant system logs.
• Test enhancements and bug fixes for monthly releases.

Computer, 10‑key, fax machine, copier, printer, and other office equipment.

• Proven experience in technical support or system analyst roles.
• Strong troubleshooting skills and the ability to analyze system logs.
• Excellent written and verbal communication skills.
• Ability to work in a fast‑paced environment with a focus on throughput and efficiency.
• Contribute to the internal knowledge base by documenting new resolutions and common workarounds.
• Share technical insights with the team to improve collective problem‑solving capabilities.
• Suggest system functionality improvements based on recurring user pain points.

• Operational Efficiency (40%)
• Quality & User Experience (30%)
• Problem Solving & Escalation (20%)
• Knowledge Contribution (10%)