Senior Technical Support Analyst
New
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SupportNinjaIT support
Remote - PhilippinesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum of two (2) years of experience in a technical support, systems support, or related IT role
- Required Skills
- MentoringTechnical support
Requirements
- Minimum of two (2) years of experience in a technical support, systems support, or related IT role.
- Demonstrated expertise in advanced troubleshooting across systems, applications, or infrastructure.
- Strong analytical skills, with the ability to conduct root-cause analysis on complex technical issues.
- Experience mentoring or providing technical guidance to junior support staff.
- Proficiency with ticketing systems, remote support tools, and technical documentation platforms.
- Working knowledge of relevant systems, networks, or applications supported by the role.
- Ability to support escalations outside standard business hours, as needed.
- Relevant technical certifications are a plus.
Responsibilities
- Provide advanced technical support and troubleshooting for complex or escalated issues.
- Conduct root-cause analysis on recurring or high-impact technical issues.
- Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.
- Mentor and provide technical guidance to less experienced support analysts.
- Partner with engineering or product teams on escalations requiring further investigation.
- Identify trends in support cases and recommend process or product improvements.
- Monitor and report on support case metrics, including resolution time and case volume.
- Meet or exceed performance targets for related KPIs.
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