First Line Platform Support Analyst
India, Multiple time zones, shift-based environmentFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- PythonSQLCloud ComputingElasticSearchCustomer support
Requirements
- Strong experience supporting Windows environments, including administration tools such as Scheduler, Event Viewer, and IIS.
- Excellent troubleshooting, problem-solving, and customer-service skills with a strong sense of ownership and accountability.
- Experience working with ITSM or ticketing systems in a support-focused environment.
- Knowledge of scripting languages such as PowerShell, Python, C/C#, Go, Java, or JavaScript.
- Familiarity with database querying technologies such as SQL or Elasticsearch.
- Basic understanding of web application architecture, including front-end, back-end, and APIs.
- Exposure to cloud infrastructure platforms such as Amazon Web Services, Microsoft Azure, or Google Cloud is considered an advantage.
- Basic knowledge of messaging brokers and queueing systems such as Kafka or RabbitMQ is a plus.
- Strong verbal and written English communication skills with the ability to collaborate effectively across global teams.
- Ability to prioritize tasks and perform efficiently in a fast-paced, flexible, and shift-based environment.
- Strong willingness to learn new tools, technologies, and support methodologies.
Responsibilities
- Provide first-line support for business applications and platforms through incident management, service requests, and problem resolution.
- Deliver timely and high-quality customer support through phone, email, and IT service management platforms.
- Troubleshoot and resolve technical issues related to web and desktop applications while ensuring clear communication with stakeholders.
- Manage and coordinate urgent or complex support cases, escalating issues appropriately when required.
- Perform root cause analysis and contribute to long-term issue resolution and operational improvements.
- Work within ITSM environments to manage tickets effectively and achieve defined service level targets.
- Support platform documentation, knowledge sharing, and continuous improvement initiatives.
- Collaborate with geographically distributed teams to maintain service continuity and operational efficiency.
- Assist in monitoring and supporting application infrastructure, databases, scripting tasks, and cloud-based environments where needed.
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