Remote Tier 1 Platform Support Analyst

F2Onsite; Portland (OR); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading IT field services company seeks a Tier 1 Platform Support analyst to provide exceptional technical support and manage escalations. The ideal candidate will engage with customers, troubleshoot issues, and collaborate with engineering teams. This role offers opportunities for growth and skill enhancement in a fast-paced environment.

Qualifications

• Hands-on experience in technical support.
• Exceptional written and oral communication skills.
• Ability to trace and debug web applications.

Responsibilities

• Serve as the main escalation point for technical support issues.
• Collaborate with Engineering and L2 Support teams to resolve escalated issues.
• Query databases and analyze data to troubleshoot issues.

Skills

Analytical skills

Troubleshooting

Problem resolution

Communication

Tools

MySQL

SQL Server

Oracle

Linux Server

Nagios

Splunk

NewRelic

Job description

Job Description

Tier 1 Platform Support - Remote

We are seeking a Tier 1 support analyst with strong analytical, troubleshooting, problem resolution, and communication skills. The ideal candidate should be capable of engaging with customers via phone, face-to-face, and written correspondence. This role offers a great opportunity for an experienced Platform Support analyst to learn, grow, and leverage their existing skills.

Position Responsibilities:

1. Experience in creating and managing APIs.
2. Serve as the main escalation point for technical support issues.
3. Provide prompt, high-quality service aligned with customer goals and requests.
4. Take full ownership of issues, develop and maintain excellent client relationships, and contribute to improving support services.
5. Collaborate with Engineering and L2 Support teams to resolve escalated issues.
6. Gain a technical and functional understanding of the platform architecture.
7. Query databases and analyze data to troubleshoot issues.
8. Interact directly with partners and clients to resolve technical problems timely.
9. Notify management of potential escalations and escalate issues when appropriate.
10. Work in rotational shifts and provide on-call support as needed.
11. Automate repetitive tasks to improve efficiency.

Position Qualifications:

1. Hands-on experience in technical support.
2. Exceptional written and oral communication skills, including documentation.
3. Development experience is a plus.
4. Ability to trace and debug web applications.
5. Understanding of relational databases (MySQL, SQL Server, Oracle), including running queries and analyzing results.
6. Basic understanding of Linux Server operating systems.
7. Knowledge of Cassandra is a plus.
8. Experience with enterprise monitoring systems like Nagios, Splunk, NewRelic, or Systems Center is highly desired.
9. Knowledge of ITSM frameworks is a plus.

About the Company

F2OnSite is the fastest-growing IT field services company in the United States, with hundreds of technician employees across over 40 states. We perform services on computers, printers, POS systems, servers, and other hardware—including installations, migrations, deployments, and break/fix. Learn more at F2onsite.com.

Our Focus

We specialize in hardware support for desktops, laptops, servers, printers, POS systems, and LCDs. Our team members work onsite at customer locations providing hardware break/fix services, data migration, installation, and repair. We handle thousands of service calls weekly, ensuring our customers are operational. Our expertise spans various technologies, projects, and desktop support.