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Support Analyst

4 months ago

Vancouver, 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