Technical Support Analyst

2 weeks ago

Taguig, National Capital Region, Philippines Ayuda Business Management solution Inc Full time

  • SSA will be responsible for Production Monitoring and control of assigned products

including but not limited to following tasks:
○ KPI/SLA tracking

○ Analyzing system performance and availability

○ Monitor system alerts

○ Initial triage of system issues/alerts

○ Incident and escalation management

○ Updating system documentation

○ Monitor the company's ticketing case system

○ Post deployment system monitoring

  • Support UAT Testing and utilization of UAT environment for
troubleshooting/reproducing customer facing issues.

  • Monitor ticketing system:
○ Answer, troubleshoot and resolve various technical issues escalated by internal and

external customers.

  • Documentation and Training:
○ Contribute to the company and Support Team's knowledge base

○ Coordinate with our Technical Training Manager on development and execution of

in-depth training on Support-related tools and processes.

○ Working with SMEs on improving technical documentation such as troubleshooting

guides

○ Providing technical support to end-users, including training and instruction on system

use.

  • Enhance internal processes such as improving issue visibility for API (Application
Programming Interface) users and internal stakeholders through identification and

alerting of priority issues.

  • On-call coverage in support of our issue and incident management processes.
  • Willingness to work on-call and a rotating schedule, including responding to
after-hours emergencies.

  • Other duties as required.

Qualifications:

  • BA/BS in Computer Science, Engineering, Information Technology, or
related field. Relevant experience may substitute degrees

  • 4+ years relevant work experience in Technical and/or Application Support
with strong knowledge of API monitoring and troubleshooting.

  • Mid-level to advanced experience with databases, SQL, API's – Able to
create queries to retrieve records, an understanding of the underlying data

structures, an ability to interact with, troubleshoot JSON, REACT and REST

APIs

  • Experience with Python and PostgreSQL (Postgres)
  • Knowledge of networking architectures and protocols (switching, VPNs,
VLANs, multiple ISPs, etc.) with cross-vendor functionality (Meraki/Cisco,

Unifi, Checkpoint).

  • Experience working with AWS Services such as Cloudwatch.
  • Test/Validation Experience

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