Junior Systems Support Analyst

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Assist in identifying and addressing incidents and/or issues within the NEXDOM systems.

• Address inquiries related to system functionalities.

• Recommend enhancements to workflows and processes based on support interactions.

• Maintain continuous communication during support interactions through chat, email, phone, and other channels.

• Reclassify ticket severity and type to ensure appropriate handling and routing of requests.

• Thoroughly document the progress and resolution of tickets, allowing for requester follow-up.

• Work based on incident evidence, striving for precise and effective resolutions.

• Contribute to the upkeep of the knowledge base and research library.

• Adhere to and suggest improvements for internal processes and guidelines.

• Share insights with the team and foster collaborative relationships with colleagues.

• Provide support with respect, professionalism, and empathy, aiming to deliver a positive experience.

• Exhibit active, empathetic, and objective listening focused on resolving problems.

• Execute other related tasks as assigned by leadership.

• Operate under close and continuous guidance and supervision.

• Stay informed about procedures, training, and certifications pertinent to the field.

• Ensure tickets are managed within the agreed service level agreement (SLA).

• Collaborate with resolution teams for joint issue handling.

• Analyze requests, escalating or routing them as necessary.

⛳️ Requirements

• Currently enrolled in a Bachelor's degree program in Information Systems, Computer Engineering, Information Technology, or related disciplines.

• At least 1 year of experience in systems support, technical support, or similar areas.

🏝️ Benefits

• Health insurance for you and your dependents (no monthly fee 👀);

• Dental plan for you and your dependents (no monthly fee 👀);

• Meal and food allowance;

• Totalpass;

• Emotional/mental health program for you and your dependents;

• Life insurance;

• Day off during your birthday month;

• Education stipend/scholarship;

• Work-from-home allowance;

• Transportation voucher;

• Parking allowance;

• Flexible hybrid or remote work options.