Technical Support Analyst

Responsibilities:

• Provide Level 2 support for incidents, service requests, change, and problem management.
• Manage patching and software update lifecycle for enterprise end-user applications.
• Support multiple technologies including .NET Framework, Visual Studio .NET, Java, AJAX, Silverlight, NuGet, TFS, and Enterprise Library.
• Implement monthly security patches and ensure timely updates across supported systems.
• Analyze product release changes and assess impact on existing enterprise applications.
• Coordinate software installation, packaging, configuration, and deployment activities.
• Create and execute test cases for software issuance packages and updates.
• Support user acceptance testing (UAT) and validate deployments on target environments.
• Troubleshoot end-user system issues related to application updates and installations.
• Maintain knowledge base articles (KAs) for recurring issues and support L1 teams.
• Coordinate with clients and stakeholders for issue resolution and status updates.
• Track SLAs and ensure adherence to defined service standards.
• Identify process improvements and implement efficiency enhancements.