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Who is Support Analyst ? Roles and Responsibilities.

Posted on September 22, 2003


Support Analyst/ Junior System Administrator

Support Analysts/ Junior System Administrators are trained IT professionals who fix technical problems with their company’s computer systems, telecommunication networks, LANs, WANs, and desktop computers, no matter where they are located. Support analysts are necessary for organizations to reach their full potential.

Support Analysts are experts who set up an organization’s digital infrastructure.

Specifically, Support Analysts are specialists who provide technical support, advice, and assistance to an organization and its customers. They help fix hardware, software, and other kinds of technology problems. They are often the first people to help with system problems, whether they happen inside the company or at a customer’s site. The idea of freelancing has now come into play. As a self-employed technical support analyst, you have a lot of freedom.

Support analysts often talk with customers directly. They look at user needs even more closely, deal with technical problems, and work with engineering and IT staff to develop solutions that can be sent by phone, email, remote connection, or in person.

Roles/Job Description

The Support Analyst’s duties vary from company to company, but the core duties are always the same. The most significant thing to know while getting help from a tech support analyst is how much information you need to give them. With the help of professional support analysts, the production team needs to fix their system as quickly as possible so that the business has as little downtime as possible.

As SMBs get more extensive and complicated, so do their process requirements. According to new research, these requirements will show growth opportunities in the tech support business.

The following are the most important responsibilities of a support analyst:

  • To update and document external client issues.
  • To analyze and figure out the client’s problems and write down these problems.
  • To solve problems with networks and systems and to provide detailed documentation about how to do so
  • To do a cause analysis on-site or at a client’s place of business.
  • To help customers by analyzing problems with LANs, WANs, desktop computers, Internet connections, and hardware and software.
  • To help customers so that processes related to system problems can improve.
  • To keep error logs with the help of IT departments and to keep resolution reports.
  • To make suggestions, based on several metrics, on how to improve the whole process of support.



Payscale says that Support Analysts earn an average of $50,537 per year when they work full-time. Support analysts who work on their own are also well paid, depending on how much experience they have. Support Analysts are becoming more in demand as their roles continue to grow in different technical areas of the IT and telecommunications industries.



Certified professionals also benefit from getting more attention in the organization. They can take on more responsibilities as professionals who have been checked out.

We have curated a job-ready Support Analyst/Junior System Administrator course. ( With Zero IT experience )

Connect with one of our Subject Matter Experts to discover if this is a good fit for you. Dial Call us today at 905-629-3000


















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