Technical Support Analyst - Hybrid - Newark, DE - TSAAD

Compu-Vision - IT

Job Description

Job Title : Technical Support Analyst
Duration : 12-month+
Location: Newark, DE (Hybrid)

Job Description: We are looking for a Technical Support Analyst for a full-time, long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You’ll Do

Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
Monitor ticket progress to ensure timely updates, escalations, and resolutions
Manage incidents throughout their lifecycle, from initial triage to closure
Communicate effectively with stakeholders and end users during high-impact incidents
Identify issues requiring backlog creation, enhancement requests, or defect logging
Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
Document recurring issues, root cause findings, and workarounds.
Maintain an up-to-date and accessible Production Support Knowledge Base
Review incidents for patterns and escalate recurring issues for further analysis
Ensure all ticket-handling processes comply with SLA expectations and established procedures
Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You'll Need:

Required

Proven experience in incident management, production support, or related fields
Strong analytical, problem-solving, and communication skills
Familiarity with UAT and regression testing best practices

Preferred:

Experience with incident management tools and workflows
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Apply

Vacancy posted 8 days ago

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