Second Line Platform Support Analyst
New
Fully remote work opportunity within India., Day or night shifts when requiredFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- PythonSQLElasticSearchRESTful APIsTechnical support
Requirements
- Strong experience supporting enterprise business applications in a technical support or platform support environment.
- Proficiency with Windows administration tools including Scheduler, Event Viewer, and IIS.
- Strong troubleshooting, analytical, and problem-solving skills with a customer-focused mindset.
- Experience working with ITSM ticketing systems and managing incidents, problems, and service requests effectively.
- Knowledge of scripting languages such as PowerShell, Python, C/C#, Go, Java, or JavaScript.
- Experience with database querying technologies such as SQL or Elasticsearch.
- Understanding of web application architecture, including front-end, back-end, and APIs.
- Excellent written and verbal English communication skills with the ability to work effectively across international teams.
- Strong organizational skills with the ability to prioritize tasks in fast-paced and dynamic environments.
- Flexibility to work across varying schedules, including day or night shifts when required.
Responsibilities
- Provide second-line technical support for business applications, including web and desktop platforms used across the organization.
- Manage and resolve incidents, service requests, and problem tickets through phone, email, and ITSM platforms while meeting defined service level targets.
- Investigate, troubleshoot, and identify root causes of technical issues, ensuring timely communication and resolution for stakeholders.
- Collaborate with platform support teams and cross-functional departments to deliver efficient and customer-focused support services.
- Coordinate and manage urgent or high-priority support issues while ensuring accurate escalation procedures when necessary.
- Support and maintain Windows-based environments, including Scheduler, Event Viewer, and IIS administration activities.
- Utilize scripting and database querying skills to diagnose issues, automate tasks, and improve support processes.
- Contribute to documentation, operational procedures, knowledge sharing, and support best practices.
- Monitor and support application performance, APIs, and system integrations within enterprise environments.
- Participate in continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.
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