Information Technology Support Analyst

Description:

Key Responsibilities:

• Provide L1/L2 technical support via phone, email, and ticketing systems
• Troubleshoot issues across enterprise business applications
• Perform initial triage and escalate to relevant technical teams
• Manage access requests, configuration, and system maintenance
• Monitor alerts and act in accordance with defined procedures
• Document issues and maintain a knowledge base
• Assist with deployments, patching, and testing coordination
• Ensure SLA-based ticket resolution and user satisfaction

Required Skills:

• Familiarity with enterprise systems and ITSM tools
• Basic understanding of Java/.NET and databases (for escalation)
• Strong problem-solving and communication skills
• Experience in remote support and documentation