Tier 2 IT Support Analyst

Title: Tier 2 IT Support Analyst

Duration: 12+ Months

Location: Boston, MA (Hybrid)

Position Responsibilities (including but not limited to):

Application Support

·            Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalate tickets as needed.

·            Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc.

·            Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.

·            Maintain ticket queue to meet SLA’s and provide quick resolution to the end user community, including updating them when appropriate.

·            Help maintain documentation for owned applications and ensure others meet documentation standards Development, Application Monitoring and Process Improvement

·            Evaluate existing apps/software and/or user needs to analyze, design, recommend and implement system changes.

·            Respond to alerts where systems become unavailable or experience service degradation. Help administer and improve application performance monitoring solutions

·            Analyze incident data to identify trends and opportunities for process improvements.

o      Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.

Required Qualifications

·       3-5 years (or more) of relevant experience supporting or developing applications

·       Must include experience managing MoveIT or equivalent SFTP system

·       Familiarity configuring and troubleshooting automated file transfers

·       Advanced knowledge troubleshooting applications, network and other technical problems

·       Able to interact with end users and other teams professionally

·       Excellent verbal, interpersonal and written communication and documentation skills

·       Driven by a desire to provide strong customer service

·       Has a teamwork mentality with the ability to both collaborate and work independently

·       High level of professionalism and focus on quality

·       Attention to detail with the ability to contact switch and reprioritize tasks as needed

·       Ability to provide 24 hour/7 days a week on-call support when scheduled

Desired Qualifications

·       Familiarity with ITSM – e.g. ServiceNow

·       Familiarity with application monitoring and alerts

·       Strong Object-Oriented design and development. Experience working with traditional (monolithic), distributed architecture, and microservice-based applications.

·       Familiarity with AWS, EKS, Lambda expressions

·       Proficiency and knowledge of supporting technology within an IT operation.

·       Understanding of software development lifecycles (SDLC). Strong aptitude to learn and adapt to new technologies. A desire to drive process improvement