Technical Support Analyst

Busey Bank; Missouri; On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Analyst to bridge the gap between software development teams and customers. In this role, you will investigate and resolve software application issues, participate in software releases, and enhance client satisfaction through effective communication and problem-solving. This position offers the opportunity to work independently on diverse projects while collaborating with internal teams and clients. If you thrive in a fast-paced environment and have a passion for technology, this is a fantastic opportunity to make a significant impact.

Qualifications

• Minimum 1-year experience supporting web and Windows applications.
• At least 2 years of experience in writing and maintaining SQL scripts.

Responsibilities

• Investigate, diagnose, and resolve issues within software applications.
• Act as the primary point of contact for production-related issues and requests.
• Develop and maintain troubleshooting documents for team knowledge sharing.

Skills

Problem Diagnosis

SQL Scripting

Software Architecture Understanding

Communication Skills

Project Management

Education

Degree in Computer Science

Experience in Supporting Web Applications

Experience in SQL Script Maintenance

Job description

Position Summary

The Technical Support Analyst will investigate, diagnose, and resolve issues originating from software applications. Other duties include participating in software releases, coordinating with IT Operations to manage maintenance outages, and handling unexpected production software/infrastructure incidents. This individual will serve as a critical technical liaison within the Enterprise, bridging the gap between software development teams, customers, and internal technology teams.

Duties & Responsibilities

1. Act as the primary point of contact and escalation for production-related issues and requests from clients.
2. Evaluate and analyze client production issues to identify themes and recommend process improvements to enhance client satisfaction.
3. Support the use of software applications across the Enterprise.
4. Investigate, diagnose, and resolve issues within software applications.
5. Define and document technical, operational, and support processes.
6. Develop and maintain troubleshooting and how-to documents to enable team members to share responsibilities and prevent knowledge silos.
7. Monitor and analyze application performance post-implementation.
8. Develop and execute SQL and other scripts of varying complexity to address business problems.
9. Communicate technical information clearly to internal and external stakeholders, both verbally and in writing.
10. Reduce escalations to software development teams by resolving problems effectively.
11. Participate in an on-call rotation.
12. Support after-hours and weekend work as needed to meet organizational requirements.

Education & Experience

Knowledge of:

• Understanding of software architecture (components, relationships, constraints).
• Excellent problem diagnosis skills, including discovery, replication, troubleshooting, resolution, verification, communication, and escalation.
• The ability to multi-task and meet deadlines in a fast-paced environment.

Ability to:

• Plan and execute small to large projects with strong organizational skills.
• Work independently to solve business and technology problems.
• Develop in-depth knowledge of company products, procedures, and applications.
• Collaborate effectively with customers, internal teams, and business partners to resolve issues.

Education and Training

• Degree in Computer Science or equivalent experience preferred.
• Minimum 1-year experience supporting web and Windows applications.
• At least 2 years of experience in writing and maintaining SQL scripts.