Platform Support Analyst (L1)
TripArc is a leading company in the travel industry, providing technology and support to travel agencies and tour operators. They are seeking a Platform Support Analyst I to ensure the smooth operation of their Azure cloud-based applications and provide support to over 1600 travel experts. Responsibilities Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by users Manage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for users Documentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues Communication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary Training: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features Monitoring: Continuously monitor the applications’ performance and proactively identify potential issues before they impact users Feedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms Skills At least 1 year experience in application support or technical support Strong problem-solving and troubleshooting skills Analytical thinker with excellent communication and customer service skills Familiarity with software support processes and ticketing systems Ability to work collaboratively in a team-oriented environment Ability to work in shift rotation, including weekend Intermediate to proficient level of 'Technical Skills' required Understanding of REST API Understanding of application log monitoring platform like Dynatrace or similar Understanding of SQL and RDBMS like SQL server or similar Functional understanding of Active directory Understanding of programming languages like .Net and frontend angular or similar Understanding of webserver like IIS or similar Understanding cloud platforms like azure or similar Understanding of ITIL incident management and ticketing tool like ServiceNow or similar Bachelor's degree in Computer Science, Information Technology, Engineering, or related field Strong analytical and problem-solving skills Good written and verbal communication (customer-facing) Ability to work in shifts including weekend Attention to detail and documentation discipline Benefits Incentive programs Compensation tied to business and individual performance Company Overview TripArc is a travel agency that provides travel technology, booking platforms, and procurement services. It was founded in undefined, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is