Platform Support Analyst (L1)

TripArc is a leading company in the travel technology sector, providing solutions to travel professionals. The Platform Support Analyst I will ensure the smooth operation of Azure cloud-based applications while delivering exceptional support to over 1600 travel experts.

Responsibilities

• User Support: Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by users
• Manage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for users
• Documentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues
• Communication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary
• Training: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features
• Monitoring: Continuously monitor the applications’ performance and proactively identify potential issues before they impact users
• Feedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms

Skills

• At least 1 year experience in application support or technical support
• Strong problem-solving and troubleshooting skills
• Analytical thinker with excellent communication and customer service skills
• Familiarity with software support processes and ticketing systems
• Ability to work collaboratively in a team-oriented environment
• Ability to work in shift rotation, including weekend
• Intermediate to proficient level of 'Technical Skills' required
• Understanding of REST API
• Understanding of application log monitoring platform like Dynatrace or similar
• Understanding of SQL and RDBMS like SQL server or similar
• Functional understanding of Active directory
• Understanding of programming languages like .Net and frontend angular or similar
• Understanding of webserver like IIS or similar
• Understanding cloud platforms like azure or similar
• Understanding of ITIL incident management and ticketing tool like ServiceNow or similar
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
• Strong analytical and problem-solving skills
• Good written and verbal communication (customer-facing)
• Attention to detail and documentation discipline

Benefits

• Competitive compensation package
• Strong pay for performance rewards approach
• Opportunity to participate in incentive programs
• Compensation tied to business and individual performance

Company Overview