Junior Support Analyst

Your Journey at Crowe Starts Here: At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry. Job Description: The Junior Support Analyst provides first-level operational and technical support for software, APIs, AI applications, and machine learning-enabled products. The role focuses on ticket management, monitoring, troubleshooting, documentation, user communication, incident coordination, and continual improvement.  Key Responsibilities  Receive, review, categorize, prioritize, and update support tickets.  Gather information required to reproduce and diagnose reported issues.  Resolve common incidents and service requests using approved procedures and runbooks.  Escalate complex issues with logs, reproduction steps, findings, actions taken, and business impact.  Maintain timely, accurate, and professional communication with users and stakeholders.  Monitor dashboards, logs, alerts, application health, infrastructure health, and model-related indicators.  Investigate software defects, performance issues, data problems, access errors, configuration issues, and integration failures.  Support the full ticket lifecycle from intake through validation and closure.  Create runbooks, troubleshooting guides, FAQs, known-error records, and knowledge articles.  Assist with incident reviews, root-cause analysis, corrective actions, and problem records.  Support application configuration, updates, routine maintenance, and approved bug fixes.  Participate in functional, regression, API, and basic performance testing.  Track service levels, response times, resolution status, recurring issues, and operational metrics.  Identify opportunities to automate repetitive support, monitoring, and reporting activities.  Essential Job Functions  Ticket and Incident Management  Record complete and accurate ticket information.  Assess impact and urgency using defined standards.  Maintain clear ticket notes, user communications, and escalation records.  Troubleshooting  Review logs, alerts, error messages, application behavior, and configuration.  Perform basic API, database, network, identity, and application checks.  Document findings, evidence, and resolution steps.  Monitoring and Reporting  Monitor application, infrastructure, and service dashboards.  Assist in configuring alerts and operational reports.