Entry Level Process and Technology Support Analyst

Process & Technology Support Analyst

We are seeking a motivated and detail-oriented Entry-LevelTechnical Support Advisor to join our 24/7 Core Support Team. This role bridges the gap between basic troubleshooting and advanced technical support, handling technical tasks that don't require deep troubleshooting. The ideal candidate possesses a foundation in IT principles, a customer-service orientation, and a desire to learn and grow in a technical environment. This role will involve applying pre-defined solutions, basic configuration changes, and initial incident diagnosis using established procedures and tools.

Key Responsibilities:

• User Account and Access Management:

  • Assign predefined roles and permissions based on established policies.

  • Manage access requests according to standard procedures.

• Basic Configuration Changes:

  • Update system settings as directed (e.g., user profiles, group memberships).

  • Deploy pre-approved scripts or settings changes following documented procedures.

• Monitoring and Initial Incident Diagnosis:

  • Review system logs for common error patterns.

  • Escalate issues with documented diagnostic reports.

  • Monitor dashboards and flag anomalies based on predefined thresholds.

• Software and Patch Deployment:

  • Roll out patches and software updates according to pre-approved guidelines.

  • Verify patch installation success using established methods.

• Basic Troubleshooting and Workarounds:

  • Restart services and run predefined scripts.

  • Assist users with known workaround solutions from the knowledge base.

• Standard Requests Handling:

  • Set up new user workstations with predefined configurations.

  • Activate/deactivate software licenses.

  • Handle common integration issues using predefined resolution steps.

• Documentation and Knowledge Base Contribution:

  • Document solutions and best practices for inclusion in the knowledge base.

• Collaboration and Escalation:

  • Work with Level 1 and Level 2 teams to ensure seamless escalation of complex issues.

  • Provide feedback on recurring problems and potential improvements to documentation.

• Operational Support:

  • Monitor daily operations and performance metrics, providing insights for improvement.

  • Develop and distribute operational procedures and checklists/playbooks.

  • Coordinate effectively with team members and vendors.

  • Onboard and train new employees on standard operating procedures.

 

What you'll experience working at UL:

• Mission: For UL, corporate and social responsibility isn't new. Making the world a safer, more secure and sustainable place has been our business model for the last 125 years and is deeply engrained in everything we do.

• People: Ask any UL employee what they love most about working here, and you'll almost always hear, "the people." Going beyond what is possible is the standard at UL. We're able to deliver the best because we employ the best.

• Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers create. We're inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.

• Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.

• We are currently offering only an employment contract for this role. This provides you with the highest level of job security, ensuring stability and peace of mind. You will enjoy full access to social security, health insurance, and retirement benefits, providing a robust safety net for you and your family. Additionally, you will benefit from generous paid leave, including vacation days, sick leave, and parental leave, to maintain a healthy work-life balance.

• Total Rewards:

  • Competitive remuneration package with yearly bonus

  • Mediclaim scheme for family

  • Group Term Life Insurance

  • Group Personal Accident Insurance

  • Training and Development (provided by UL University).

 

Key improvements and rationale:

• Combines Best Aspects: The job description integrates the specific technical responsibilities from the Level 1.5 proposal with the practical skills and operational responsibilities highlighted in the Entry-Level Operations Specialist document.

• Focus on Predefined Processes: The description emphasizes following established procedures and using pre-defined solutions, which aligns with the Level 1.5 concept of handling repeatable tasks.

• Clear Escalation Path: The description reinforces the role's position in the support hierarchy, clarifying the collaboration and escalation processes with Level 1 and Level 2 teams.

• Balance of Technical and Soft Skills: Both documents stressed technical skills and customer service; this job description reflects that balance.

• Realistic Expectations: The required and preferred skills are tailored for an "entry-level" role, making it accessible to candidates with varying levels of experience.

• Adds Operational Support: The best elements of the Entry-Level Operations Specialist document are incorporated such as monitoring daily operations and performance metrics. This assists in implementing quality control measures across the department.

Required Skills and Qualifications:

• Bachelor’s degree in any discipline with strong written and verbal communication skills.  
• Basic computer skills, including familiarity with Windows OS and website usage.
• Strong customer service orientation and interpersonal skills.
• Effective cognitive reasoning and troubleshooting abilities.
• Excellent analytical and critical thinking skills.
• Ability to work independently with minimal supervision.
• Strong verbal and written communication skills.
• Exceptional attention to detail.
• Basic networking knowledge (e.g., home, or small setups)

• Familiarity with incident management processes

   

   

Preferred Skills and Qualifications:

• Associate's degree in Computer Science or a related field.
• Experience with IT service management tools (e.g., ServiceNow).
• Basic scripting knowledge (e.g., PowerShell, Bash).
• Understanding of public cloud concepts.
• Proficiency in Microsoft Excel and other productivity tools.

Experience Level

Entry Level