Technical Support Analyst (Remote / Contract)

3-5 years of experience in technical support role

Strong troubleshooting and problem-solving skills

Excellent communication skills with ability to explain technical concepts to non-technical users

Strong technical writing skills with experience creating user documentation

Familiarity with ticketing systems and ITSM processes

Familiarity with monitoring and reporting tools

Provide operational support for primary revenue-generating applications, participating proactively in incident resolution

Respond to support tickets and user inquiries with timely, effective solutions

Monitor system performance and proactively identify potential issues with applications and infrastructure

Document technical procedures, troubleshooting steps, and knowledge base articles

Create and maintain end user documentation for internal applications

Collaborate with platform engineering team on incident response and system improvements