Platform Support Analyst (L1)
New
CanadaFull-TimeEntry
SalaryAround $50,000 CAD, depending on experience
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Job Details
- Experience
- 1+ year
- Required Skills
- SQLMicrosoft AzureMicrosoft SQL ServerRESTful APIsTechnical supportServiceNow
Requirements
- 1+ year of experience in application support, technical support, or IT service desk roles.
- Strong troubleshooting and analytical thinking skills with a structured approach to problem-solving.
- Familiarity with ticketing systems and ITIL-based incident management processes (e.g., ServiceNow).
- Understanding of REST APIs, application logs, and monitoring tools (e.g., Dynatrace or similar).
- Basic knowledge of SQL and relational databases (e.g., SQL Server or equivalent).
- Exposure to Active Directory and general IT infrastructure concepts.
- Awareness of cloud platforms (preferably Azure) and web server environments (e.g., IIS).
- Ability to work in rotating shifts, including weekends, in a 365-day support environment.
Responsibilities
- Provide first-level (L1) support by handling user inquiries, incidents, and service requests related to platform applications.
- Triage, troubleshoot, and resolve technical issues, escalating complex cases to development or infrastructure teams when required.
- Monitor application performance and proactively identify potential issues before they impact end users.
- Maintain and improve support documentation, including knowledge base articles and internal guides.
- Support end-user training sessions to improve platform adoption and user proficiency.
- Collect and relay user feedback to help drive continuous platform improvements.
- Work closely with cross-functional teams to ensure timely incident resolution and clear communication throughout the support lifecycle.
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