Support Analyst

About the role

Plan A Technologies is looking for a Support Analyst to deliver real‑time, high‑quality technical assistance to end users. The role focuses on remote ITIL‑based triage, log monitoring, threat escalation, and documentation while supporting M365, Slack, and internal applications.

Key responsibilities

• Provide remote support via Slack, service‑desk tickets, and scheduled sessions.
• Perform ITIL‑based incident classification and ensure SLA compliance.
• Monitor M365 and other platform logs for anomalies and escalate threats.
• Assist vulnerability management activities, including tracking and documentation.
• Maintain accurate tickets, support records, and contribute to post‑incident root‑cause analysis.
• Update internal knowledge bases, troubleshooting guides, and ITIL process documentation.
• Collaborate with engineering, cybersecurity, and vendor teams for escalations.

Required profile

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.
• Minimum 3 years of technical support, service‑desk, or IT operations experience.
• Experience with remote support tools, SaaS management, and structured SLA environments.

Required skills

• Windows and macOS troubleshooting.
• Microsoft 365 administration.
• Slack support and configuration.
• ITIL incident management.
• Ticketing systems and bug trackers (e.g., FMS).
• Knowledge‑base platforms.
• Log monitoring and basic security awareness.