Application Support Analyst

VistaJet; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading company in the aviation industry is seeking a Support Analyst to provide Level 1 and Level 2 support across all locations. The role involves optimizing support procedures, managing user inquiries, and collaborating with IT teams to ensure system stability. The ideal candidate will have a Bachelor's degree in IT and strong SQL skills, with 2-5 years of relevant experience.

Formación

• 2-5 years of experience in an Application Support role.
• Experience with cloud platforms and monitoring tools.
• Programming skills in Java or Python.

Responsabilidades

• Provide proactive and reactive technical support and troubleshooting.
• Act as the primary contact for end-users, offering training and support.
• Collaborate with development teams to resolve technical issues.

Conocimientos

SQL

Problem Solving

Technical Support

User Assistance

Educación

Bachelor’s degree in computer science or Information Technology

Herramientas

AWS

Azure

Oracle

SQL Server

MySQL

Datadog

Grafana

Kibana

Descripción del empleo

Job Profile

The Support Analyst is a critical role responsible for providing Level 1 and Level 2 support across all company locations. This role demands a thorough understanding of technical systems and end-user support to ensure the continuous operation and functionality of our proprietary applications. The ideal candidate will collaborate actively with IT Technicians, DevOps/SysOps, Software Developers, IT Infrastructure Specialists, product managers, and IT Management. Key responsibilities include optimizing support procedures, maintaining knowledge base articles, and reporting to the Senior Manager – Global Application Support, under the guidance of the Application Support Squad Lead.

Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.

Responsibilities

1. Application Support

• Provide proactive and reactive technical support, troubleshooting, issue resolution, and root cause analysis with an emphasis on deep investigation into complex issues through system and workflow analysis.
• Monitor application performance to ensure system stability and anticipate potential issues before they affect operations.
• Collaborate with development teams on technical issues to ensure quick resolutions and minimal operational disruptions.
• Identify opportunities for automation and address them according to internal procedures.
• Participate in on-call rotations to ensure business coverage outside of regular hours.

1. User Assistance

• Act as the primary contact for end-users, offering training, support, and guidance on application use and best practices.
• Manage support tickets efficiently, addressing user inquiries and issues promptly, and documenting solutions to promote self-service and knowledge sharing.

1. Technical Proficiency

• Maintain a comprehensive understanding of application architecture, functionality, and integration to troubleshoot issues effectively.
• Utilize SQL and scripting skills to manage databases, support queries, and generate reports.

1. Process Improvements

• Contribute to projects aimed at enhancing support team efficiency and scalability through strategic improvements.
• Provide Level 1/2 support for Vista Global's IT Ticket system, including incident and problem management.
• Maintain a customer-focused approach to resolving technical issues.

Required Skills, Qualifications, and Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 2-5 years of experience in an Application Support role, especially in environments requiring problem-solving and issue resolution.
• Strong SQL skills and familiarity with database management systems like Oracle, SQL Server, and MySQL.
• Experience with cloud platforms (AWS, Azure) and monitoring tools (Datadog, Grafana, Kibana).
• Proficiency in Incident and Problem Management.
• Extensive experience with Ticketing Management systems for support ticket handling and prioritization.
• Programming skills in Java or Python.
• Experience with testing frameworks such as Cucumber or Selenium.
• Knowledge of operating systems including Windows, Linux, and macOS.