Support Analyst

Support Analyst Job Description Template

Our company is looking for a Support Analyst to join our team.


  • Resolve claims issued by brokers and custodians;
  • Ideal candidate would have previous employment with Audio Visual (AV) support responsibilities in the AV industry and superior customer service;
  • Rebook trades due to discrepancies in commission, fees, broker, etc;
  • Proactively identify issues;
  • Perform on-site technical work to install and maintain conferencing and meeting technology equipment and software applications;
  • Work with traders to ensure trade details are entered accurately;
  • Monitor and resolve failed trades;
  • Ensure that all settlement issues are handled properly;
  • Respond to customer ticketing requests by phone call or in-person to diagnose and repair hardware and software issues;
  • Allocate trades across all products in the relevant order management systems.


  • Willingness to learn and champion change. Physical requirements;
  • Technology support or other technology background helpful;
  • Able to lift hardware equipment that weighs up to 30 lbs. from the floor and safely carry up 2 flights of stairs or load onto a pull cart;
  • Ability to operate and troubleshoot Audio Visual equipment and systems, like;
  • Setup, install, removal of A/V hardware and software;
  • Ability to operate related AV technologies required for the job, i.e. Town Hall events, conference room meetings, video conference based events;
  • Experience developing with Oracle or DB2 databases;
  • 2+ years’ recent mortgage industry experience required;
  • 1 year of experience working in Linux or UNIX operating systems;
  • Strong interpersonal and communication skills;
  • Special Knowledge/Skills;
  • Ability to remain calm under pressure;
  • Power User of Windows operating system;
  • Assist, diagnose, resolve any problems related to the networking of meeting technology equipment;
  • Loan Processing, Loan Closing, or other frontline loan origination experience preferred.