Systems Support Analyst

Description

Job Summary: A Systems Support Analyst provides technical and analytical support for technical systems and applications to ensure their stability, efficiency, and service improvement. Key Highlights of the Role: 1. Providing technical support and resolving issues for systems and applications 2. Monitoring system performance and managing technical support requests 3. Documenting issues and solutions and improving support procedures **Job Description: Systems Support Analyst** Job Title **Systems Support Analyst** Purpose of the Role To provide technical and analytical support for technical systems and applications, and to ensure their stability and efficiency through performance monitoring, problem analysis, incident resolution, and user support—thereby ensuring business continuity and enhancing technical services. Key Responsibilities * Providing technical support to users and resolving issues related to systems and applications. * Analyzing technical incidents and problems and identifying root causes. * Monitoring system performance and ensuring availability and stability. * Managing and tracking technical support requests (Tickets) in accordance with Service Level Agreements (SLAs). * Installing, configuring, and updating systems and applications as required. * Conducting system tests following updates or modifications. * Documenting issues, solutions, and adopted technical procedures. * Monitoring database and application performance and coordinating with relevant teams. * Collaborating with development, network, and infrastructure teams to resolve technical issues. * Preparing technical reports and performance reports for management. * Supporting backup and data recovery operations when required. * Contributing to improving support procedures and reducing recurring incidents. * Adhering to information security policies and company procedures. Required Qualifications * Bachelor’s degree in one of the following fields: * Information Technology * Computer Science * Management Information Systems * Computer Engineering * Software Engineering * Or any related field Experience * Two to five years of experience in systems support, systems analysis, or application management. * Experience in IT environments and user support. * Experience with enterprise systems is considered an added advantage. Required Skills * Solid knowledge of operating systems such as **Windows Server** and **Linux**. * Fundamental understanding of networking and **TCP/IP** protocols. * Experience managing users and permissions, e.g., **Active Directory**. * Ability to analyze errors and monitor system performance. * Knowledge of databases such as **SQL Server** or **Oracle**. * Experience with technical support request management tools such as ServiceNow, Jira, or equivalent. * Strong problem-solving and technical analytical skills. * Excellent communication skills with users and technical teams. * Ability to prepare technical reports and documentation. * Proficiency in English technical terminology. Professional Certifications (an added advantage) * ITIL Foundation * CompTIA A\+ * CompTIA Network\+ * Microsoft Certified * Linux Administration Certifications * Database or Systems Administration Certifications Work Environment * Working within the Information Technology Department or Technical Support Center. * Interacting with internal users and technical teams. * May require shift work or emergency support depending on organizational requirements. Key Performance Indicators (KPIs) * Response time and ticket closure speed. * First-contact resolution rate. * System availability and stability. * Reduction in recurring incidents. * SLA compliance. * Quality of technical documentation and reporting. * User satisfaction with support services. Salary: QAR١٤٬٠٠٠٫٠٠ per month Work Location: On-site