Software Support Analyst Tier III

JOB TITLE:  Software Support Analyst Tier III
DEPARTMENT:  Public Sector
REPORTS TO:  Support Manager
JOB LOCATION:  Remote
TRAVEL:  5-10% travel required

Key Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve complex technical issues escalated from the state of AL and WV, utilizing deep technical knowledge and analytical skills.
• Database Fixes: Must possess strong SQL skills and be capable of writing and executing SQL queries to resolve customer data-related issues.
• Documentation: Maintain detailed records of support interactions, issue resolutions, and known errors in the ticketing system.
• Collaboration: Work closely with other IT teams, including development and infrastructure, to identify root causes and implement long-term solutions.
• System Monitoring: Monitor systems and applications to proactively identify potential issues and ensure optimal performance.
• Training and Mentorship: Provide training and mentorship to Tier 1 and Tier 2 support staff, enhancing their troubleshooting skills and technical knowledge.
• Customer Communication: Communicate effectively with customers to provide updates on issue status, resolution timelines, and recommendations.

Qualifications:

• Proven experience in a Tier 2 or Tier 3 support role, preferably in a technical environment.
• Strong knowledge of operating systems and networking concepts.
• Skilled in SQL database management with the ability to write and execute queries effectively.
• Experience with ticketing systems and remote support tools.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (e.g., CompTIA A , Network , Microsoft Certified: Azure Fundamentals).
• Familiarity with ITIL frameworks and best practices.
• Experience with cloud-based services and platforms (e.g., AWS, Azure).