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Support Analyst

4 months ago

Vancouver British Columbia, British Columbia, Canada Inkeros Full time

At Inkeros we are committed to delivering seamless and efficient IT support services to ensure the smooth and error-free operation of our stakeholders' applications, systems, and data. The purpose of the Support Analyst role within our IT Support department is to serve as a frontline troubleshooter and solution provider, dedicated to resolving internal support tickets promptly and enhancing our technological solutions to meet evolving needs.



EXPECTED OUTCOMES AND DELIVERABLES


Serve as a Level 1 within Inkeros’ Support Escalation Program:

  • Diagnose and resolve support tickets by reproducing each reported issue and tracing issue to locate root cause
  • Log and report outcomes, actions taken, and resolutions
  • Evaluate and respond to support issues to ensure stakholder’s needs are met while maintaining a high degree of user satisfaction
  • When required, escalate the support issue to Level 2 (IT Support Leads / Managers)


Provide accurate work estimations and ensure projects are completed according to schedule:

  • Regularly communicate with manager and teammates about progress towards milestones


Use Jira tickets to coordinate ongoing development initiatives and daily tasks:

  • Monitor Jira tickets on a daily basis to ensure assigned tickets are up to date and responded to appropriately
  • Ensure tickets maintain a high level of communication, and teammates and stakeholders are kept appropriately informed


Maintain and extend Inkeros’ in-house solutions:

  • Perform regular maintenance tasks
  • Progress tickets through regular development path
  • Write QA testing instructions
  • Participate in scrums daily or as assigned


Create and modify new features

  • Develop and Implement new features from written specifications
  • Document implementation (what was implemented and how it works)
  • Modify existing features to adhere to changing requirements
  • Attend project technical briefings



REQUIRED COMPETENCIES

  • Continuous Learning: Actively seeks opportunities to enhance skills and knowledge to improve personal and organizational performance.
  • Informing: Effectively communicates essential information to team members, ensuring clarity and timeliness regarding tasks, deadlines, and deliverables.
  • Teamwork: Collaborates with colleagues across teams to achieve common objectives and goals.
  • Adaptability: Easily adjusts to changing work environments and requirements, demonstrating flexibility in approach and mindset.
  • Follow-through: Demonstrates self-direction and accountability, ensuring tasks are completed and projects are seen through to the end.



TECHNICAL SKILLS

  • Cloud Computing Fundamentals: Understanding of cloud computing concepts and principles.
  • Google Cloud Platform (GCP)Familiarity with GCP services such as Compute Engine, CloudRun, Cloud Storage, BigQuery, and others.
  • Programming Languages:
  • Python: Proficient in writing Python scripts and applications for various purposes.
  • JavaScript: Competent in frontend and backend JavaScript development.
  • HTML/CSS: Proficient in building and styling web pages using HTML and CSS.
  • SQL: Proficient in writing SQL queries for data manipulation and retrieval.
  • Version Control: Git: Experience with version control systems, particularly Git, for managing codebase changes.
  • Operating Systems: Windows 11 with WSL (Ubuntu): Experience in working with Windows 11 alongside Windows Subsystem for Linux (WSL) for development purposes.



EDUCATION AND EXPERIENCE

  • Bachelor's Degree in Computer Science, Information Technology, or related field.
  • Previous IT Support Experience
  • Programming and Scripting Experience
  • Required to pursue and stay up to date with training modules, courses, and certifications if/when prescribed by Inkeros, including GCP certifications.



PROFESSIONAL DEVELOPMENT

  • Opportunity to increase scope and responsibilities to the senior level is possible with good performance and as the team grows over the years
  • The skills acquired through high performance in this role may prepare one for other technical roles including Lead/Senior Support Analyst, Software Development Engineer, Systems Engineering & Cloud Administrator