What are the responsibilities and job description for the Support Analyst position at Illuminate?
Job Summary
We are seeking a dedicated and knowledgeable Support Analyst to join our team. In this role, you will be responsible for providing technical support and assistance to users, ensuring that IT systems and infrastructure operate smoothly. You will troubleshoot issues, manage incidents, and collaborate with various teams to enhance user experience and optimize IT services.
Responsibilities
- Have a breadth of knowledge of our Products, SDKs, and Infrastructure.
- Manage communications and expectations with customers at all levels to maintain positive relationships.
- Seek to reproduce customer issues, which may include writing or modifying code, and, when necessary, work closely with multiple sub-departments within engineering to a speedy resolution.
- Analyze, troubleshoot and evaluate existing network systems.
- Work with specific customers closely as their dedicated support agent during go-lives.
- Perform the role of on-call Support on a rotating basis.
- Working in an on-call rotation on weekends and holidays.
- Contribute useful content to our internal Knowledge Base and create code samples, tutorials, and articles for the external Knowledge Base.
- Work with Product to document new features, enhancements requests, and product suggestions directly from customers.
- Assist with Tier 1 level support tickets as needed.
- Collaborate with other support agents by monitoring the support queue and unveiling issue trends.
Requirements
- Proficiency in using Jira for issue tracking and project management.
- Strong knowledge of Windows operating systems; familiarity with Linux is a plus.
- Experience in computer management, including hardware setup and troubleshooting.
- Understanding of IT infrastructure components, including firewalls and networking principles.
- Excellent communication skills to effectively interact with users at all levels.
- Ability to work independently as well as collaboratively within a team environment.
- A proactive approach to problem-solving with strong analytical skills.
Join us in delivering exceptional support services that empower our users and enhance our IT capabilities!
Job Type: Full-time
Pay: $60,706.00 - $66,810.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Compensation Package:
- Holiday pay
Schedule:
- Day shift
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Overland Park, KS 66212 (Required)
Work Location: Hybrid remote in Overland Park, KS 66212
Salary : $60,706 - $66,810
