Role Overview: System Support Analyst
We are seeking a skilled System Support Analyst to ensure the stability, performance, and security of our critical IT infrastructure. In this role, you will be the primary escalation point for LAN, Active Directory, SQL database and SSIS package issues, with a strong focus on supporting the custom applications and telephony systems used daily by our call center teams. You will bridge the gap between end-user support and systems administration, ensuring maximum uptime and minimal disruption to business operations.
Key Responsibilities:
- LAN & Infrastructure: Monitor, troubleshoot, and maintain the Local Area Network (LAN), including routers, switches, firewalls, and end-user hardware to ensure consistent connectivity and performance.
- Active Directory Administration: Manage user accounts, security groups, and access permissions; enforce security policies through Group Policy Objects (GPOs).
- SQL Database Support: Perform database maintenance and ETL process using SSIS package, write and execute SQL queries for troubleshooting and reporting, and monitor SQL Server performance to ensure application reliability.
- Custom Application Support: Provide Tier 2/3 support for proprietary business applications, diagnosing workflow issues, resolving bugs, and escalating to development teams when necessary.
- Call Center Systems: Support telephony, softphones, and agent-facing tools to minimize downtime and ensure call center agents can effectively meet performance targets.
- Incident & Ticket Management: Log, prioritize, and resolve service requests within SLA timeframes using a ticketing system; document resolutions and create knowledge-base articles for future reference.
- User Training & Documentation: Train end-users on system functionality and maintain up-to-date technical documentation for both internal IT and business users.
- Proactive Maintenance: Identify recurring issues and implement preventive measures to reduce system failures and improve overall stability.
- On-Call Availability: Participate in on-call rotations and flexible scheduling to support 24/7 business operations as required.
Quick Qualifications:
- 3 years diploma in Computer System Technology/ Bachelor of Science (BSc) in Computer Science.
- 3–5 years of experience in systems support or a similar role.
- Strong proficiency in Windows Server, Active Directory, SQL Server, ETL process and TCP/IP networking.
- Experience with ITIL frameworks and ticketing systems (OsTicket) preferred.
- Excellent problem-solving, communication, and customer-service skills.
- Ability to work independently and collaboratively in a fast-paced, high-volume call center environment.
Pay: $42,000.00-$45,000.00 per year
Benefits:
Work Location: In person
