Remote IT Service Desk Analyst (Junior)

Alemba; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Alemba is seeking an Application Support Analyst to provide first- and second-line support to customers, ensuring swift, accurate responses and resolution within Alemba Service Manager.

You will log calls, reproduce issues, and work with cloud teams to restore services while maintaining high customer satisfaction. This role requires strong communication skills and knowledge of ITIL and SQL. Remote 24/7 coverage may be needed.

Qualifications

• Experience providing customer-focused IT support and troubleshooting.
• Experience with enterprise ITSM software.
• Knowledge of web protocols and infrastructure.
• SQL query experience required.
• Knowledge of ITIL framework and Microsoft Azure.

Responsibilities

• Log and profile customer support calls accurately and timely.
• Provide functional and technical support to end users.
• Research issues and source solutions from knowledge base and resources.
• Escalate tickets to Service Delivery, product or development teams as needed.
• Maintain 24/7 support coverage across global time zones.
• Liaise with Cloud Services to restore service for cloud customers.

Skills

Customer service

Technical support

SQL queries

Azure knowledge

ITIL knowledge

PowerShell

Communication skills

Self-management

Tools

ITSM software

PowerShell

SQL Server

Azure

Job description

Alemba is seeking an Application Support Analyst to provide first- and second-line support to customers, ensuring swift, accurate responses and resolution within Alemba Service Manager.

You will log calls, reproduce issues, and work with cloud teams to restore services while maintaining high customer satisfaction. This role requires strong communication skills and knowledge of ITIL and SQL. Remote 24/7 coverage may be needed.