Technical Support Analyst

Role overview

What you will do

• Own cases from the incoming ServiceNow queue, prioritizing and managing multiple issues.
• Troubleshoot Tecsys Elite applications and integrations through log analysis, research, and problem recreation.
• Write SQL queries and read Java-based code and stack traces to pinpoint root causes.
• Communicate issue impact and progress to customers; provide workarounds when permanent fixes take time.
• Coordinate escalations involving infrastructure, custom code, or other systems with EBS, Cloud Operations, and BI teams.
• Document solutions in the knowledge base and meet SLA commitments.

Requirements

• University degree or DEC in computer science, IT, or a related field, or equivalent experience.
• Technical support, help desk, or customer-facing support experience; recent graduates with internship or co-op experience are encouraged to apply.
• Strong SQL skills and ability to read Java-based code, logs, and stack traces.
• Fluent written and spoken English, strong listening skills, and ability to explain technical issues clearly.
• Logical troubleshooting approach and composure managing multiple cases under pressure.
• Availability for a late shift or a weekend schedule with two weekdays; schedules are shared in advance.

Shift options

• Late shift: 4 PM ET to midnight or 5 PM ET to 1 AM ET.
• Weekend-based schedule: 8 AM ET to 8 PM ET on weekends plus two weekdays.

Workplace

• The posting describes remote-first flexibility and trust to manage your own time.

Benefits

• Benefits and vacation from day one, a pension plan with employer contribution, employee events, community initiatives, learning opportunities, and collaboration with global teams.