Senior Analyst - L1 Support Engineer (Salesforce, Microsoft)

Tasks

• Providing phone, remote, and email support directly to customers or through other teams as needed
• Performing first-level (L1) and second-level (L2) support tasks, including:
  • Escalation Support for incidents that require further investigation or involve complex systems
  • Diagnosis and resolution of minor issues within the context of existing systems and services
  • Recommending third-party tools and resources to customers or employees
  • Providing support related to system monitoring and escalation of potential issues
  • Monitoring and responding to IT alerts, incidents, and planned or unplanned downtime
  • Monitoring, responding to, prioritizing, and escalating recurring incidents and issues to the appropriate teams
  • Collaborating with IT teams to improve the customer and employee experience
  • Recording, tracking, and updating incidents, issues, and requests in the ticketing system
• Technical and operational support for all customer-facing software, as well as administrative tasks for customers and internal users
• Management of end-user hardware and peripherals, including laptops
• Proactive Monitoring of Software Performance and System Health
• Troubleshooting issues with new, existing, and potential customers and suppliers
• Development and maintenance of documentation, manuals, and training materials addressing various issues related to products and software, and their integration into other business systems
• Processing change requests and tickets from various platforms; proper recording and tracking
• Provision of end-to-end technical support and troubleshooting at the L1 and L2 levels
• Incident Management and Ownership – Proactive and Reactive Management and Application Support
• Monitoring and coordinating troubleshooting and problem detection in IT environments
• Providing a "tiered" diagnosis of incidents and inquiries on the IT platform:
  • Initial Triage and Screening – Level 1 – System Performance Issues
  • Incident Management – Level 1 – Product Issues and Updates
  • Incident Management – Level 2 – Platform-wide Software and Configurations
  • Incident Management – Level 2 – ERP and CRM/software configuration issues, as well as maintenance issues at the SAP and KPI implementation levels
  • L2 Application Support – Level 2 – Network-Related Issues
• Scheduling and Resolving Tickets, Alerts, and Incidents
• Incident and status monitoring for all products, platforms, and technologies
• End-user support / Coordination of repairs by L2 staff
• Support for staff and managers in the area
• Managing, reviewing, and tracking escalated incidents and other tasks
• Monitoring of Platforms/Services and Configuration Parameters
• Maintenance and updating of diagnostic procedures and routine reports
• Maintenance and Updates Regarding IT Issues and Solutions
• Conducting ad hoc tests and developing training materials as needed
• Maintaining regular contact with suppliers and other personnel who troubleshoot our systems; maintaining technical contact logs
• Implementation of Service Change Management and Incident Coordination