Incident & Support Analyst

Responsibilities

• Receive, log, prioritize, and resolve incidents reported by end users or automated monitoring systems
• Investigate and diagnose issues to determine the root cause of incidents
• Provide technical assistance and guidance to users encountering IT-related problems
• Respond to inquiries and troubleshoot issues related to hardware, software, network connectivity, and applications
• Maintain accurate records of incidents and prepare reports on incident trends and service performance
• Participate in incident post-mortem reviews to identify areas for improvement
• Collaborate with Infrastructure, Development, and Security teams for effective resolution

Requirements

• Proven experience in a technical support role, preferably in incident management or help desk support
• Knowledge of Kubernetes environment is a plus
• Strong problem-solving and troubleshooting skills
• Familiarity with ITIL framework and incident management processes
• Knowledge of ticketing systems and incident tracking tools
• Excellent written and verbal communication skills
• Ability to work effectively under pressure

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field
• Experience with service desk or IT service management (ITSM) software
• Understanding of networking concepts and protocols
• Experience in scripting or automation for troubleshooting tasks
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional

About the Company

At apexanalytix, we’re lifelong innovators! Since our founding nearly four decades ago, we’ve been consistently growing, profitable, and delivering the best procure-to-pay solutions to the world.