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Job Title: Tier 1 eCommerce Help Desk Support Analyst Work Schedule and Coverage This position supports a 24-hour, 7-day-a-week, 365-day-a-year eCommerce operation. Assigned shifts may vary based on operational needs and coverage requirements and may include days, evenings, overnights, weekends, and holidays. Flexibility to work varying schedules is required.
Position Summary The Tier 1 eCommerce Help Desk Support Analyst provides first-line technical support and operational monitoring for the eCommerce environment. This position reviews monitoring dashboards and alerts, performs documented initial troubleshooting, and manages support tickets from intake through resolution or escalation. The analyst supports internal business users and customer service teams, communicates issue status, and coordinates escalation to higher-level technical support teams.
Key Responsibilities- Monitor website for availability, performance issues, and customer-facing functionality concerns using established procedures.
- Review and triage alerts from Dynatrace, Commerce Tools, Google Cloud Platform (Google Cloud Platform), and application monitoring systems.
- Provide Tier 1 support for reported eCommerce issues by validating symptoms, reproducing issues when possible, and performing approved troubleshooting steps.
- Create, categorize, prioritize, and maintain support tickets according to established business-impact and urgency guidelines.
- Document affected functionality, reported symptoms, relevant timestamps, troubleshooting actions, and resolution or escalation details.
- Escalate unresolved issues and significant service disruptions to the appropriate technical support teams according to established procedures.
- Communicate issue status, troubleshooting progress, and escalation updates clearly to internal business users, customer service teams, and technical support teams.
- Follow established monitoring procedures, troubleshooting documentation, and escalation protocols, performing only actions authorized for Tier 1 support.
- Maintain accurate ticket records and flag recurring issues for review by higher-level support teams.
Required Qualifications- At least 2 years of IT help desk, service desk, or technical support experience.
- At least 1 year of experience creating, prioritizing, documenting, and tracking support tickets.
- At least 6 months of experience reviewing application monitoring dashboards or alerts.
- Ability to follow documented troubleshooting procedures, collect relevant diagnostic information, and recognize when escalation is required.
- Ability to prioritize reported issues using established business-impact and urgency guidelines.
- Strong verbal and written communication skills, including the ability to explain technical issues clearly to nontechnical users.
- Strong attention to detail when reviewing alerts, documenting troubleshooting activities, and maintaining support records.
Note: Ticket management and application monitoring experience may be included within the required 2 years of IT support experience.
Preferred Qualifications- Hands-on experience with Dynatrace.
- Experience with Jira or ServiceNow.
- Experience supporting eCommerce websites or web-based applications.
- Familiarity with Commerce Tools or Google Cloud Platform monitoring dashboards.
Estimated Min Rate: $30100.00
Estimated Max Rate: $43000.00
What s In It for You?We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh s extensive talent community that will provide you with access to Yoh s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:
- Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
- Health Savings Account (HSA) (for employees working 20+ hours per week)
- Life & Disability Insurance (for employees working 20+ hours per week)
- MetLife Voluntary Benefits
- Employee Assistance Program (EAP)
- 401K Retirement Savings Plan
- Direct Deposit & weekly epayroll
- Referral Bonus Programs
- Certification and training opportunities
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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