Technology Support Analyst – United States of America

The role of Technology Support Analyst sits within the Technical Operations Centre (TOC) as part of the wider IT department at Stats Perform. The TOC is responsible for first and second-line support of all back-office and client-facing technology platforms and services. This covers a vast array of cloud and on-premises services, using both third-party and proprietary platforms. TOC are the first to react to issues escalated by client support teams or directly by employees and, in most cases, will resolve them first-time. If an escalation is required, the TOC take the lead, provide detailed triage, and follow the issue to resolution. TOC work hand-in-hand with Customer Operations teams as well third-line IT, Engineering, Video and Architecture. We work 24/7 across three shifts to provide the level of service that our clients and workforce demands of us. 

 

A Technology Support Analyst is a vital role within the TOC. The analysts are the front-line support function for Technology. Their role is to pick up incidents reported in ServiceNow or from monitoring systems and get them resolved as quickly as possible. Analysts apply their knowledge and experience of technology to understand potential causes and solutions. When escalating to internal teams, analysts provide detailed reports of their investigation to support efficient resolution. Analysts also provide Stats Perform with a service desk function by fulfilling requests that are submitted by employees. This requires them to administer a range of technology platforms according to documented processes and following best practice. Each analyst brings their own specialist technical skills to the team, allowing the TOC to provide support for a broad range of platforms and systems. Along with their specialisms, every Analyst executes the support processes with precision and in a structured way. 

 

WHAT’S YOUR NEW ROLE ABOUT

 

Specifically, the role of the Technology Support Analyst involves: 

• Triaging and troubleshooting incidents 
• Resolving assigned incidents 
• Escalating incidents to third-line teams
• Administering and maintaining systems 
• Executing the incident, problem, change and request workflows 
• Monitoring critical services and responding to observed issues 
• Creating high-quality knowledge support articles 
• Fulfilling service requests according to documented processes 
• Raising problems and contributing to CI initiatives 
• Performing root cause analysis on incidents 
• Communicating to internal users on incidents and requests 
• Liaising with third parties to seek support TOC Technology Skills 

The TOC has a combined skillset across various technologies, do you have experience in any of the following areas that will bring added value to the team? 

• Server administration and support for Windows and Linux, Apache 
• Microsoft administration and software support including AD, Azure AD, Microsoft 365, Teams, SharePoint and software. Single sign-on and MFA support. 
• Device management through Intune and Jamf for Mac estate. 
• Mac and Windows desktop support 
• Mobile application support for iOS and Android 
• Database experience, including SQL, MySQL, Oracle, Python 
• Scripting languages: CSH, Bash, Perl, · AWS – EC2 ELK Stack etc. 
• Logfile analysis 
• Monitoring tools: Checkmk, Nagios, New Relic, PagerDuty, SolarWinds 
• Network support and troubleshooting 
• Video technology support 
• Atlassian – Jira & Confluence 

What we need from you..

 

Analysts demand perfection; they continually seek improvements to make systems more stable, improve processes and increase quality. They document everything they do and ask for peer review from their team and give it others. Analysts never want to stop learning; they strive for more knowledge, involvement, and training to drive personal and team improvement. They support this journey for their colleagues. 

 

Stats Perform is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.