Global Enterprise Support

At apexanalytix, we’re lifelong innovators! Since the date of our founding nearly four decades ago we’ve been consistently growing, profitable, and delivering the best procure-to-pay solutions to the world.   We’re the perfect balance of established company and start-up.  You will find a unique home here. 

As an Incident & Support Analyst, you will be responsible for providing technical support

and resolving incidents reported by users or detected through monitoring systems. Your role

involves troubleshooting issues, analyzing root causes, and implementing solutions to

ensure the stability and reliability of IT systems and services. You will collaborate with

various teams to prioritize and address incidents according to defined service level

agreements (SLAs).

- Receive, log, prioritize, and resolve incidents reported by end users or automated

monitoring systems.

- Investigate and diagnose issues to determine the root cause of incidents.

- Ensure timely resolution of incidents based on defined SLAs.

- Escalate complex or critical incidents to appropriate teams for further investigation and

resolution.

- Provide technical assistance and guidance to users encountering IT-related problems.

- Respond to inquiries and troubleshoot issues related to hardware, software, network

connectivity, and applications.

- Assist in setting up and configuring new user accounts and devices.

- Maintain accurate records of incidents, including actions taken and their

resolutions, in incident management systems.

- Prepare reports on incident trends, service performance, and related metrics. -

Contribute to the development and improvement of knowledge base articles and support

documentation.

- Participate in incident post-mortem reviews to identify areas for improvement in

processes, systems, or training.

- Proactively identify recurring issues and implement preventive measures to reduce

incident recurrence.

- Collaborate with other teams to implement changes aimed at improving service

reliability and efficiency.

- Work closely with other IT teams (e.g., Infrastructure, Development, Security) to ensure

effective incident resolution and problem management.

- Share knowledge and best practices with colleagues to enhance overall team capabilities.

- Bachelor's degree in Information Technology, Computer Science, or related field.

- Experience with service desk or IT service management (ITSM) software.

- Understanding of networking concepts and protocols.

- Experience in scripting or automation for troubleshooting tasks.