Operations Support Analyst

About AvePoint

AvePoint is the global leader in data protection, unifying data security, governance, and resilience to provide a trusted foundation for AI. More than 28,000 customers rely on the AvePoint Confidence Platform to secure, govern, and rapidly recover data across Microsoft, Google, Salesforce, and other cloud environments. With a single platform for lifecycle control, multicloud governance, and rapid recovery paired with clear ownership across the business, we prevent overexposure and sprawl, modernize legacy and fragmented data, and minimize data loss and interruption. Our global partner ecosystem includes approximately 6,000 MSPs, VARs, and SIs, and our solutions are available in over 100 cloud marketplaces. To learn more, visit www.avepoint.com.

As an Operations Support Analyst, you will:

• Provide technical support to end users on various technical issues and problems relating to hardware and software.
• Responds, documents, resolves or escalates incidents, change request or service tickets in a timely manner in accordance to Service Level Agreements.
• Uphold the service level requirements and strives for continuous service improvement by providing quality technical support to end users. 
• Might be required to be on standby with on-call availability, varied shifts including nights, weekends and holidays.
• Able to identify interdependencies when analysing problems and developing creative solutions with supervision.
• Displays a sound judgement when making decisions and demonstrates initiative when situation calls for action. 

EXPERIENCE AND SKILLS NEEDED

• Diploma from a recognized polytechnic (preferable IT related)
• Prior experience in technical support and usage of ticketing systems
• Excellent interpersonal and communication (verbal and written) skills with demonstrated customer service mind-set and ability to engage multiple stakeholders
• Basic salesforce administration experience
• A team player
• Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
• Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel