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    Support Analyst - Vancouver, Canada - Inkeros

    Inkeros
    Inkeros Vancouver, Canada

    6 days ago

    Default job background
    Technology / Internet
    Description

    At Inkeros we are committed to delivering seamless and efficient IT support services to ensure the smooth and error-free operation of our stakeholders' applications, systems, and data. The purpose of the Support Analyst role within our IT Support department is to serve as a frontline troubleshooter and solution provider, dedicated to resolving internal support tickets promptly and enhancing our technological solutions to meet evolving needs.

    EXPECTED OUTCOMES AND DELIVERABLES

    Serve as a Level 1 within Inkeros' Support Escalation Program:

    • Diagnose and resolve support tickets by reproducing each reported issue and tracing issue to locate root cause
    • Log and report outcomes, actions taken, and resolutions
    • Evaluate and respond to support issues to ensure stakholder's needs are met while maintaining a high degree of user satisfaction
    • When required, escalate the support issue to Level 2 (IT Support Leads / Managers)

    Provide accurate work estimations and ensure projects are completed according to schedule:

    • Regularly communicate with manager and teammates about progress towards milestones

    Use Jira tickets to coordinate ongoing development initiatives and daily tasks:

    • Monitor Jira tickets on a daily basis to ensure assigned tickets are up to date and responded to appropriately
    • Ensure tickets maintain a high level of communication, and teammates and stakeholders are kept appropriately informed

    Maintain and extend Inkeros' in-house solutions:

    • Perform regular maintenance tasks
    • Progress tickets through regular development path
    • Write QA testing instructions
    • Participate in scrums daily or as assigned

    Create and modify new features

    • Develop and Implement new features from written specifications
    • Document implementation (what was implemented and how it works)
    • Modify existing features to adhere to changing requirements
    • Attend project technical briefings

    REQUIRED COMPETENCIES

    • Continuous Learning: Actively seeks opportunities to enhance skills and knowledge to improve personal and organizational performance.
    • Informing: Effectively communicates essential information to team members, ensuring clarity and timeliness regarding tasks, deadlines, and deliverables.
    • Teamwork: Collaborates with colleagues across teams to achieve common objectives and goals.
    • Adaptability: Easily adjusts to changing work environments and requirements, demonstrating flexibility in approach and mindset.
    • Follow-through: Demonstrates self-direction and accountability, ensuring tasks are completed and projects are seen through to the end.

    TECHNICAL SKILLS

    • Cloud Computing Fundamentals: Understanding of cloud computing concepts and principles.
    • Google Cloud Platform (GCP)Familiarity with GCP services such as Compute Engine, CloudRun, Cloud Storage, BigQuery, and others.
    • Programming Languages:
    • Python: Proficient in writing Python scripts and applications for various purposes.
    • JavaScript: Competent in frontend and backend JavaScript development.
    • HTML/CSS: Proficient in building and styling web pages using HTML and CSS.
    • SQL: Proficient in writing SQL queries for data manipulation and retrieval.
    • Version Control: Git: Experience with version control systems, particularly Git, for managing codebase changes.
    • Operating Systems: Windows 11 with WSL (Ubuntu): Experience in working with Windows 11 alongside Windows Subsystem for Linux (WSL) for development purposes.

    EDUCATION AND EXPERIENCE

    • Bachelor's Degree in Computer Science, Information Technology, or related field.
    • Previous IT Support Experience
    • Programming and Scripting Experience
    • Required to pursue and stay up to date with training modules, courses, and certifications if/when prescribed by Inkeros, including GCP certifications.

    PROFESSIONAL DEVELOPMENT

    • Opportunity to increase scope and responsibilities to the senior level is possible with good performance and as the team grows over the years
    • The skills acquired through high performance in this role may prepare one for other technical roles including Lead/Senior Support Analyst, Software Development Engineer, Systems Engineering & Cloud Administrator
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