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Job Title: Support Analyst   Date Posted: 11/18/24 Ref. Number: 222 Type: Full Time Part Time Location: Etobicoke Requirements: REQUIRED COMPETENCIES Continuous Learning: Possesses willingness and ability to learn by regularly upgrading their skills, increasing knowledge to enhance personal and organizational performance Informing: Consistently provides the information people need to know their jobs; proactively updates on changes to deadline and deliverables; is timely with information Teamwork: Works cooperatively across teams and organizational boundaries to achieve shared goals Adaptability: Adapts their approach as the requirements of a situation change; easily accepting changes in their work environment or job requirements Follow through: Keeps tasks moving forward and sees projects through to completion; is self-directed; takes responsibility for personal actions and outcomes Problem solving: Understands work-related problems or situations and takes action to resolve them appropriately; able to break problems down into component parts and analyze before providing a solution Communication: Interacts with teammates and stakeholders effectively, understands issues and provides proposals; Provides clear and concise documentation; Provides and receives information of varying complexity with ease, achieving desired communication outcomes TECHNICAL SKILLS Cloud Computing Fundamentals Google Cloud Platform (GCP) Service Familiarity such as Compute Engine, CloudRun, Cloud Storage, BigQuery and others Python JavaScript SQL Git Windows 11 with WSL (Ubuntu) EDUCATION AND EXPERIENCE Required to pursue and stay up to date with training modules, courses, and certifications if/when prescribed by Inkeros, including GCP certifications Description: EXPECTED OUTCOMES AND DELIVERABLES Serve as a Level 1 within Inkeros’ Support Escalation Program Diagnose and resolve support tickets by reproducing each reported issue and tracing issue to locate root cause Log and report outcomes, actions taken, and resolutions Evaluate and respond to support issues to ensure stakholder’s needs are met while maintaining a high degree of user satisfaction When required, escalate the support issue to Level 2 (IT Support Leads / Managers) Provide accurate work estimations and ensure projects are completed according to schedule Regularly communicate with manager and teammates about progress towards milestones Use Jira tickets to coordinate ongoing development initiatives and daily tasks Monitor Jira tickets on a daily basis to ensure assigned tickets are up to date and responded to appropriately Ensure tickets maintain a high level of communication, and teammates and stakeholders are kept appropriately informed Maintain and extend Inkeros’ in-house solutions Perform regular maintenance tasks Progress tickets through regular development path Write QA testing instructions Participate in scrums daily or as assigned Create and modify new features Develop and Implement new features from written specifications Document implementation (what was implemented and how it works) Modify existing features to adhere to changing requirements Attend project technical briefings PROFESSIONAL DEVELOPMENT Opportunity to increase scope and responsibilities to the senior level is possible with good performance and as the team grows over the years The skills acquired through high performance in this role may prepare one for other technical roles including Lead/Senior Support Analyst, Software Development Engineer, Systems Engineering & Cloud Administrator Hours per week: Mon - Fri 40 Rate of Pay: TBD Contact: Ramein Ayaz Telephone: 905-453-7896 Fax: 905-453-7894 Email: rayaz@jobskills.org