Operations and Technical Support Analyst

SUMMARY:
Responsible for optimizing the efficiency of the data management infrastructure. Leverages expertise in Azure, server administration, and client services to manage service requests through a ticketing system, deliver exceptional support, and collaborate effectively with internal teams to ensure seamless operational continuity.

POSITION INFO:

Experience:

• 2+ years of experience in an IT support role.

• Familiarity with Microsoft Azure services (e.g., Azure Active Directory, Virtual Machines, Storage Accounts)
• Understanding of basic networking concepts (DNS, DHCP, IP addressing, VPNs, Firewalls).
• Ability to troubleshoot connectivity issues.
• Basic PowerShell scripting for task automation or troubleshooting.
• Experience supporting Windows Server environments.
• Familiarity with ticket management systems (e.g., Jira).
• Proven ability to work with end users and clients in a professional manner.
• Strong troubleshooting and communication skills.
• Ability to manage multiple support tasks and prioritize effectively.
• Basic understanding of networking concepts (firewalls, IP ranges, routing).
• Experience working in small, agile IT teams.
• Exposure to monitoring or remote support tools.

• Provide first and second-line support for in-house developed applications and infrastructure.
• Manage and troubleshoot issues in Microsoft Azure environments.
• Perform routine server support tasks.
• Log, manage, and resolve tickets using a ticket management system.
• Deliver client-facing support via Microsoft Teams or telephone.
• Ability to communicate technical solutions to non-technical users clearly and patiently.
• Prioritize and resolve incidents within agreed Service Level Agreements (SLAs).
• Collaborate with internal teams to escalate and resolve complex issues.
• Document support procedures and contribute to knowledge base articles.